IT Service Desk Analyst

The Transparency International Secretariat is currently seeking an IT Service Desk Analyst (m/f/d) to join the Technology Team. The IT Service Desk Analyst (m/f/d) provides end user support (ITIL Service Desk level 1 and 2) to both Transparency International Secretariat staff (140+ users) and National Chapters of the Transparency International Movement (approx. 2000 clients globally).

OVERVIEW OF KEY DIMENSIONS

Team: Team Technology

Reporting Line: Head of Technology

Salary Band: Salary according to TI-S internal salary structure; for this position corresponding to band PF1 a salary starting EUR 35,175.00 gross per year depending on relevant experience.

Starting Date: as soon as possible

Contract Duration: Currently we can offer an employment contract limited for a duration of 2 years.

Working Hours: full time [100%; 40 hours per week]

Location: Transparency International Secretariat (TI-S), Berlin

MAIN ACCOUNTABILITIES OF THE ROLE

Based in the Technology Team and reporting to the Head of IT, the IT Service Desk Analyst (m/f/d/) will:

• Proactively support day-to-day IT operations ensuring consistency with TI-S processes and procedures
• Respond to internal IT requests, analysing and providing solutions in a timely manner, providing user support (ITIL Service Desk level 1 and 2) to both Transparency International Secretariat staff (140+ users) and National Chapters of the Transparency International Movement (approx. 2000 clients globally):

o    Provide day-to-day technical support in the use of current TI information technology systems

o    Provide technical assistance in person, via phone, and online

o    Provide technical support to users on TI standard computer systems, software, and hardware

o    Set up new users, desks and support hardware moves and changes

o    Configure laptops and install software

o    Provide an IT induction for all new employees

o    Process requests for account creation and deletion

o    Process requests for password resets, creation of mailings lists and shared mailboxes

o    Help to document, track, and monitor incidents and service requests ensuring timely resolution

o    Track stock levels of IT equipment and maintain a tidy and orderly storage area

o    Support asset and license management

o    Provide assistance in the maintenance and utilisation of TI video conference systems

•      Ensure processes are up to date and meet the needs of the team, suggest improvements where necessary
•      Support the coordination of work and information flow between the Technology function and other internal teams, ensuring process integrity
•      Contribute to Technology team projects, carry out research and provide input on the development of strategies, policies and procedures, taking into account best practice
•      Support information management for the team, including maintaining a knowledge base of up to date, organised and accurate documentation
•      Respond to requests for information, researching in order to provide sufficient responses or escalating where needed
•      Support the organisation of institutional meetings and contribute to appropriate information management including preparing documentation before and after events
•      Contribute to the overall functioning of the Technology team by providing proactive and ad hoc support in close consultation with the Head of IT

CANDIDATE PROFILE

In order to succeed in this role, candidates will need to meet the following:

• Relevant ICT degree and/or relevant professional qualification/s or equivalent experience in the ICT sector
• 2+ years of relevant work experience servicing the information systems needs of a small/medium size organisation, preferably with international footprint
• Familiarity with the ITIL framework of best practice for IT Service Management
• Experience working with ITSM tools like FreshService
• Demonstrated experience with Microsoft operating systems and cloud services, including Microsoft 365
• Demonstrated experience with Active Directory and Azure Active Directory
• Familiarity with Microsoft Office and related applications
• Knowledge of IT security and IT business continuity/disaster recovery an asset
• Experience managing endpoint security solutions such as Comodo
• Experience of Mobile Device Management solutions such as Intune
• Strong analytical and problem-solving skills and ability to diagnose and resolve issues effectively and efficiently
• Strong organizational skills and ability to successfully manage priorities in a dynamic and fast paced environment
• Good interpersonal skills with the ability to communicate ICT matters to individuals with diverse backgrounds
• High degree of service orientation and ability to remain calm and courteous under pressure
• Ability to work effectively both independently with minimum supervision and as part of a small team
• Professional language proficiency in English; additional languages – in particular German, Spanish, French and Arabic – desired and a strong advantage
• Commitment to the values and principles of Transparency International

WHAT WE OFFER

Joining the Transparency International Secretariat candidates can expect:

• the opportunity to become part of the global movement against corruption and make a positive contribution to the work of TI in the field of transparency and accountability working on a wide range of relevant and challenging issues
• a role with purpose, working in a team of engaged and enthusiastic experts in the field of anti-corruption, driven and united by the desire to fight corruption and achieve significant and large-scale replicable impact
• a dynamic, flexible and international working environment with peers representing 45+ different nationalities
• a high degree of collaboration and autonomy in a lean and agile organisation with streamlined decision-making processes and a shared leadership culture with servant leadership philosophy
• opportunities to learn and grow, including regular Show & Tell meetings and visits by external experts

Staff at TI-S enjoy a competitive compensation & benefits package designed for staff well-being and work life balance, incl.:

• a relocation package incl. sponsorship of work permit if needed and eligible
• financial contribution to German language classes
• generous time off with 30 days of annual leave per year and flexible working times around core hours
• remote-hybrid working model from within Germany
• the possibility of Work from Abroad for periods of time (currently for up to 10 working days at a time for a maximum of 20 working days per calendar year)
• Friday afternoons alternately free or meeting-free during the summer months
• Pluxee Restraurant Checks with plenty of options nearby the office for reduced prices for meals
• reduced membership fees with Urban Sports Club
• mental wellbeing and counselling support by OpenUp
• a centrally located office in a vibrant metropolitan city with excellent public transportation connectivity at the river Spree

HOW TO APPLY

Interested candidates are invited to submit a CV and cover letter in English, merged into one PDF file, via our TI website Career Opportunities - Transparency.org clicking on the vacant position and the button ‘Apply Online’

Closing date for external applications is Thursday, 5 December, 12:00

Only applications duly completed and received through the online recruitment system will be considered.

Transparency International is committed to creating an inclusive work environment where diversity is valued and where there is equality of opportunity. We actively seek a diverse applicant pool and therefore welcome and strongly encourage applications from qualified candidates of all regions, countries, cultures and backgrounds. Existing permission to work in Germany is not a selection criterion and TI-S supports successful candidates in the process for applying for a work permit, if needed and eligible.

Selection of staff is made on a competitive basis and we do not discriminate on the basis of national origin, race, colour or ethnic background, religious belief, sex, gender identity and expression or sexual orientation, marital or family status, age or ability. We kindly ask applicants to refrain from including in their application information relating to the above as well as from attaching photos.

DISCLAIMER

Please note that Transparency International does not charge any fees at any stage of its recruitment and selection process (whether at application, processing, testing, interviewing, traveling or otherwise), nor does Transparency International require or need to know any information relating to the bank account details of applicants. Transparency International will also not ask you to join any group or account on social media or elsewhere.

FURTHER INFORMATION

To learn more about Transparency International please visit our website and follow us on social media:

Website:       https://www.transparency.org

Twitter:          https://twitter.com/anticorruption

LinkedIn:       https://www.linkedin.com/company/transparency-international/

Instagram:    https://www.instagram.com/transparency_international/

Facebook:    https://www.facebook.com/TransparencyInternational