Greater London
£43,224 - £46,591 p.a. incl. LA
Job description
About the role

The Lead Support Analyst role is a new position within ICT, heading up the team of 3 Helpdesk Analysts (based in CA offices outside of the UK) and 2 Support Analysts (based in London). The post holder will be the most senior member of the first and second line support team, working to diagnose and resolve the most complex support issues personally, but also providing guidance and assistance to the other team members in their day-to-day work.

The creation of this role, and the implementation of a new Service Delivery function within ICT, is an attempt to standardise support to all Christian Aid staff globally, by providing consistent first and second line interactions: through the Jira portal, Teams, telephone and Email. The majority of support requests raised by CA staff are expected to be dealt with at first line level, and the post holder will work to define processes for the Helpdesk Analysts to follow for standard requests that are currently escalated to second line support on a regular basis.

About you

The successful candidate will have a high level of technical competence and understanding of the systems in use at Christian Aid, as well as the ability to coordinate team members and provide close personal support and mentorship.

Further information

This role requires applicants to have the right to work in the country where this position is based.

We value diversity and aspire to reflect this in its workforce. We welcome applications from people from all sections of the community, irrespective of race, colour, gender, age, disability, sexual orientation, religion or belief.
More about Christian Aid
Christian Aid

Our vision Poverty is an outrage against humanity. It robs people of dignity, freedom and hope, of power over their own lives. Christian Aid ha... Read more

Posted on: 10 August 2020
Closed date: 31 August 2020
Job ref: 2864
Tags: IT