Senior IT Support Analyst

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 over 800 changemakers, operating in more than 40 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.

Key Responsibilities 

• Global User Support: Provide responsive 1st and 2nd line technical support to TBI’s end users, enabling them to undertake their roles in a secure and professional environment. Working collaboratively with our helpdesks in London, Nairobi and Dubai to handover tickets and tasks, ensuring that our staff receive timely assistance wherever they are located globally.
• Incident Management: Respond to and resolve IT service requests and incidents via phone, email, chat or in-person, ensuring timely resolution and maintaining high levels of customer satisfaction.
• Troubleshooting: Diagnose and troubleshoot hardware and software, escalating more complex issues to senior analysts.
• Onboarding: Onboarding new members of staff, ensuring that their IT services, laptop and other devices are ready to go on day one.
• Asset Management: Working with the ITAM team to ensure all end user IT assets are captured and the asset management system is kept up to date.
• Procurement: Working with Procurement to manage suppliers across the region, ensuring that we get the very best value and services for TBI.
• Knowledge Base: Contribute to the development and maintenance of a knowledge base, creating and updating support documentation and user guides.
• Security: Working with the Cyber Security team to assist in maintaining the security compliance across the end user environment (laptop, mobile devices) including multi factor authentication, anti-virus protection and threat detection.
• Compliance: Ensure all IT activities comply with company policies, procedures, and security standards.
• Business application support: Provide 1st line support for business applications.

Person Specification

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, Computer Engineering or a related discipline, or equivalent practical experience.

Experience

• 3–5 years' experience providing first- and second-line IT support within a corporate or enterprise environment.
• Experience supporting Windows and macOS devices in a Microsoft 365 environment.
• Experience supporting senior executives and VIP users.
• Experience working within a global or multi-site Service Desk environment is highly desirable.

Essential Skills

• Proven experience working in an onsite IT Support, Service Desk or End User Computing role.
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical, troubleshooting and problem-solving skills.
• Self-motivated with the ability to take initiative, work independently and proactively resolve issues.
• Strong collaboration skills with the ability to work effectively as part of a global, distributed team.
• Excellent organisational skills with the ability to prioritise competing tasks and meet tight deadlines.
• Ability to lead technical tasks, projects or problem resolution when required.
• Willingness to work a flexible schedule on occasion to support global operations, including some evenings and weekends.

Technical Skills

Operating Systems

• Windows 10/11
• macOS
• iOS

Microsoft Technologies

• Microsoft 365
• Entra ID (Azure Active Directory)
• Exchange Online

Endpoint & Device Management

• Mobile Device Management (MDM) solutions

Collaboration & Service Management

• Slack
• ITSM platforms or other Service Desk ticketing systems

Desirable Skills

• Experience working in a head office or global corporate environment.
• Experience supporting a global Service Desk function.
• Knowledge of Salesforce.
• Experience using Freshservice or similar ITSM platforms.
• Experience administering or supporting JAMF.
• Experience supporting video conferencing technologies.
• Knowledge of cyber security best practices and endpoint security.

Closing Date: