We don’t just talk, we do. Lead the change with us.

At the Tony Blair Institute for Global Change, we work with political leaders around the world to drive change. We help governments turn bold ideas into reality so they can deliver for their people. We do it by advising on strategy, policy and delivery, unlocking the power of technology across all three. And by sharing what we learn on the ground, so everyone can benefit. We do it to build more open, inclusive and prosperous countries for people everywhere.

We are a global team of nearly 800 changemakers, operating in more than 30 countries, across five continents. We are political strategists, policy experts, delivery practitioners, technology specialists and more. We speak more than 45 languages. We are working on over 100 projects, tackling some of the world’s biggest challenges. We’re all here at TBI to make a difference.

In a world of ever more complex challenges, we believe diversity of background and perspective is a strength. We pride ourselves on a culture that values and nurtures difference. We are dedicated to unlocking potential, not only for the countries we work in but also for each of our team members. No matter where you’re from or who you are, if you’re passionate about the transformative power of progressive politics, we invite you to build a better future with us.

Role Summary

TBI is looking for an experienced Service Desk Analyst to join the IT service desk team based at our London HQ.

Working within our established London team, and alongside our Nairobi and Singapore helpdesks, you will support TBI’s global staff by providing them with timely IT assistance and fantastic customer service.

You will undertake the troubleshooting of hardware and software issues, configuring end user equipment, onboarding of new members of staff both in-person & remotely and you will work with 3rd party suppliers & vendors where necessary.

Key Responsibilities

• Provide responsive and friendly 1st and 2nd line technical support to TBI’s end users, enabling them undertake their roles in a secure and professional environment
• Proactively monitor the ITSM helpdesk queue for requests, incidents and problems, ensuring they are acted upon promptly
• Delivering superb customer service at every contact
• Work collaboratively with the helpdesks in Nairobi and Singapore to handover tickets and tasks, ensuring that our staff receive timely assistance where ever they are located globally
• Ensure that all requests, incidents and problems are recorded within the ITSM helpdesk platform
• Working with the Procurement & Asset team to ensure all end user IT assets are captured and the asset management system is kept up-to-date
• Configuration and maintenance of end user equipment including laptops and mobile devices
• Working with the Cyber Security Engineer to assist in maintaining the security compliance across the end user environment (laptop, mobile devices) including multi factor authentication, access to data, anti-virus protection, threat detection and loss of service
• Onboarding new members of staff, ensuring that their IT services, laptop and other devices are ready to go on day 1
• Providing support to the Infrastructure team when deploying new software, services or hardware
• Work with 3rd party suppliers/vendors where escalation is required to resolve an incident or request

Person Specification

Essential

• Knowledge & experience of working with:
  • Window 10/11
  • Mac OS
  • Microsoft 365 (including Teams)
  • Entra (Azure Active Directory)
  • Exchange Online
  • Intune, or other MDM, and mobile devices (both iOS and Android)
  • ITSM software or other IT service desk ticket management tools.
• Excellent analytical and problem-solving skills to identify and resolve technical issues
• Demonstrates the ability to prioritise against tight deadlines
• Desire to learn and develop new systems, platforms, and technologies
• Excellent communication skills, including the ability to communicate technical information to non-technical stakeholders
• Excellent customer service skills to ensure a high level of user satisfaction
• Self-starter, able to take initiative and find a resolution to new issues and share knowledge with other team members

Desirable

• Knowledge & experience of working with:
  • Security tools
  • Dynamics CRM
  • Monday.com
• Experience of working in a globally distributed helpdesk
• ITIL v4 Foundation.

Closing Date:

2024-08-08