Job Purpose

The successful candidate will provide first-line support to Amnesty International Secretariat end users, ensuring all users receive the highest level of service to solve problems.

You will make sure users are proactively updated on support tickets they’ve filled, tickets are resolved in an appropriate time frame and SLA’s are met, in addition to recording data on the tickets.

About you

We are looking for a candidate who has a broad range of technical experience, particularly Microsoft 365 stack. We are expecting you to have shown your interest in technology and built an extensive knowledge of it.

The successful candidate will have had experience keeping users up to date with the status of their issues and ensuring calls are resolved in a professional manner.

Main Responsibilities

• Expected to answer all tickets put into the Service Desk, in a timely manner, escalating as required to the 2nd line, Service Desk Manager, or the Systems Administrators, and taking ownership of those tickets and proactively updating the user or chasing others for updates.
• Providing friendly and professional on the spot support with members of staff who walk up to the service desk, and then adding the incident to the ticketing system later with all appropriate analytics, to ensure that we can run accurate reports.
• Keep the asset database up to date, with laptop numbers, mobile phones and all other required information.
• Support the documentation of all I&T’s systems, software, services and, critically, processes. This will not only be documenting these for the benefit of I&T staff, but also, where useful, creating documentation to be used across the organisation to help users benefit from the systems, software and services provided by I&T.

Skills and Experience

• Demonstrable experience providing empathetic customer service/support.
• Demonstrable experience in providing excellent verbal and written communications, ideally in answering queries.
• Demonstrable understanding of and willingness to provide excellent Customer Service
• Excellent communication skills with the ability to accurately convey information.

TECHOLOGY EXPERIENCE

This role privileges customer service skills and the appropriate attitude over specific technical knowledge, but exposure to or understanding of the following technologies would be an advantage.

• Microsoft 365 and Office 365 products
• Windows desktop operating system environments (Windows 10)
• Windows/Azure Active Directory

Please see attached job description on our website for more information on responsibilities, skills and experience required.

What We Offer:

At Amnesty International, we are passionate about what we do and we are proud of our achievements as a movement. To compensate our employees for the critical work they do, we reward them through a combination of an attractive and sector competitive salary and benefits package, high levels of engagement and involvement, and a commitment to employee development.

• 37 days annual leave (inclusive of public holidays and grace days)
• Hybrid working environment – The standard working week at Amnesty International is 35 hours
• Pension Contribution Scheme – with an employer contribution of 8% of your gross annual salary, in addition Amnesty International will match individual contributions of up to 3%. Making a total employer contribution of 11%
• Life Assurance
• Annual salary review
• Opportunity to join our cycle-to-work scheme
• Interest-free season ticket loans for travel to work
• Contribution towards the cost of eye tests and glasses
• Access to Linkedin Learning
• Employee Assistance Programme

WHAT WE HOPE YOU WILL DO NEXT

If you are talented, passionate about human rights and want to use your skills, knowledge and experience to change the world then we would encourage you to click ‘Apply for this Role’ below.

Freedom, Justice, Equality. Let’s get to work.

N.B. We reserve the right to close a vacancy BEFORE the closing date in the event of an overwhelming response or a change in business priorities, therefore we recommend you apply now if you are interested.

Commitment to Diversity, Equity & Inclusion:

Amnesty International believes in a world that is fair, inclusive and equitable. Together, we’re committed to being an anti-racist organisation with a diverse workforce that can better tackle the global human rights challenges that face our world today. We know that different voices, ideas, perspectives, experiences and knowledge, working together will enable us to better the lives of people around the world.

We are committed to building and sustaining an anti-racist, culturally diverse and inclusive organisation, where all employees feel valued, have a sense of belonging and an equal opportunity to fulfil their potential. We therefore strongly welcome applications from suitably qualified people regardless of their background; including underrepresented groups, LGBTQI+ individuals and those who may have or are living with a disability.

To see our full statement please visit this link: Racial equality, equal opportunities, diversity and inclusion policy – Amnesty International

Amnesty International is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please get in touch with the team by [email protected]