ICT Support Coordinator Norway - Internal Applicants Only

Contract

This is a Professional contract, Grade 7 (NRC) contract. More about Professional contract, Grade 7 (NRC) contracts.

Context

ICT Support in NRC’s Oslo-based Head Office provides an array of services to the organization ranging from vendor selection to rolling out new systems and from system administration to providing 2nd-line technical support to the 100+ field ICT staff based in over 40 countries worldwide, in addition to the day-to-day ICT support of the c. 250 Head Office staff.

About the role

As our ICT Support Coordinator, you will contribute to the collective work of the Global ICT Operations & Support Team as specified below;

• Handle account management and troubleshooting in assigned systems;
• Ensure that NRC staff get timely and effective ICT support and provide a positive experience for colleagues in need of ICT support. This includes handling tickets (with Freshservice) and in-person support;
• Analyze, diagnose, and resolve hardware and software technical support issues, escalate issues as needed;
• Prepare, distribute and maintain equipment (e.g. laptops and phones), including asset tracking;
• Support the employee through their ICT journey, including onboarding, day-to-day troubleshooting and off-boarding at contract end;
• Train colleagues on how to use ICT equipment and tools;
• Document solutions to common ICT-issues/problems and make these available in the NRC ICT knowledge base;
• Contribute to the development of NRC’s ICT service management platform (FreshService);
• Adhere, communicate and enforce NRC ICT policies and standards as well as escalating any deviations;
• Learn and support new global systems, escalating to L2 where needed;
• Add capacity and coordination for regions, countries, and emergency response teams who may have limited ICT resources for any reason.
• Drive process improvement initiatives;
• Drive and project manage assigned projects such as selecting and deploying new tools or procedures;
• Assist with O365/Sharepoint administration and troubleshooting;
• Act as NRC focal point for assigned vendors within your area of responsibility

What you will bring

• Minimum 3 years of relevant ICT support work experience.
• Bachelor’s degree or equivalent.
• Familiarity with a modern HelpDesk system such as FreshDesk, Jira, or similar.
• Professional experience analysing and working with large data sets. This may include advanced Excel, Access, PowerBI, or similar.
• Has administered and/or configured online applications.
• Has coordinated or project-managed internal projects.
• Fluency in English, both written and verbal (additional languages will be considered an asset).
• ITIL familiarity a plus;
• Service-oriented;
• People-skills, friendly, polite and constructive

What makes this position attractive?

• A challenging and exciting opportunity with an international team dedicated to advocating for the rights of people forced to flee;
• A chance to contribute to the collective work of the Global ICT Operations & Support Team;
• A full-time permanent contract with Oslo(Our Head Office) as duty station;
• Salary and benefits according to NRC’s salary scale and terms and conditions in the location of employment.

We are also looking for people who share our values:

• To be dedicated in what we do;
• To be innovative with our solutions;
• To act as one unified and inclusive team;
• To be accountable to the donors that make our work possible; the beneficiaries that we exist to serve; and to each other… the members of our NRC family.