Do you have excellent customer service and communication skills? Are you interested in using your knowledge of technology to build a career in I&T?

JOB PURPOSE

The First Line Service Desk Analyst provides first line support to Amnesty end users, ensuring that Amnesty International’s users receive the highest level of service to solve any problems and fulfil any needs that they have with the software, hardware and services that Amnesty Information and Technology (I&T) provides.

The successful candidate must ensure that users are proactively updated on support tickets they’ve filed, that tickets are resolved in an appropriate time frame and that SLA’s are met, in addition to recording data on the tickets – clearly, comprehensively and accurately – in Jira, our service desk tool.

ABOUT YOU

We’re looking for someone with a broad range of technical experience, particularly of the Microsoft 365 stack, with a keen interest in technology. You will have excellent communication skills, to provide assistance to users and accurately convey information. You will be able to research problems to find answers, and know when to involve others in the I&T team in an issue.

MAIN RESPONSIBILITIES

• The service desk is the “face of I&T” for the organization, and therefore, it is of vital importance that they provide exceptional first line support and customer service to all users.
• They are 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 users up to date with the status of their issues and ensure calls are resolved to the satisfaction of the user before calls are closed.

SKILLS AND EXPERIENCE

• Broad knowledge of technology.
• 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
• Ability to learn technical concepts.

Please see the attached job description 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.**

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]