At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for a global team.
- Company: Join the Tony Blair Institute, a leader in driving global change.
- Benefits: Competitive salary, diverse culture, and opportunities for personal growth.
- Other info: Dynamic work environment with a focus on diversity and inclusion.
- Why this job: Make a real impact by supporting changemakers around the world.
- Qualifications: Experience in IT support and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
We don’t just talk, we do. Lead the change with us.
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.
Role Summary
We are seeking a highly motivated and customer-focused individual to join our IT Service Desk team based in our London HQ.
The successful candidate will be the first point of contact for all IT-related issues and requests, providing support to end-users.
This role requires excellent communication skills, a strong technical understanding, and a passion for delivering exceptional customer service.
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 Nairobi, Dubai and Singapore 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.
- Knowledge Base: Contribute to the development and maintenance of a knowledge base, creating and updating support documentation and user guides.
- Asset Management: Working to ensure all end user IT assets are captured and the asset management system is kept up to date.
- 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, access to data, anti-virus protection, threat detection and loss of service.
- Compliance: Ensure all IT activities comply with company policies, procedures, and security standards.
Person Specification
- Previous experience working within an IT Support Role
- Excellent communication skills, including the ability to communicate technical information to non-technical stakeholders.
- Excellent analytical and problem-solving skills to identify and resolve technical issues.
- Capable of working individually and as part of a team.
- Knowledge & experience of working with Windows 10/11, mac OS/i OS, Microsoft 365, Exchange Online, MDM Tools, ITSM application or other IT service desk ticket management tools.
- Demonstrates the ability to prioritise against tight deadlines.
- Ability to take the lead on projects and problems when requested or as appropriate.
- Self-starter, able to take initiative and find a resolution to new issues and share knowledge with other team members.
- Experience providing support to senior executives/VIPs.
- Experience of working within a head office environment.
- Experience of working in a global service desk function.
- #J-18808-Ljbffr
Service Desk Analyst employer: Tony Blair Institute for Global Change
The Tony Blair Institute for Global Change is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to make a meaningful impact on global challenges. With a strong focus on professional development and growth opportunities, you will be part of a dynamic team dedicated to engineering excellence in cutting-edge technologies. Located in a vibrant environment, the institute offers unique advantages such as access to influential networks and the chance to contribute to transformative projects on a global scale.
Contact Details:
Tony Blair Institute for Global Change Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tony Blair Institute for Global Change. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tony Blair Institute for Global Change before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tony Blair Institute for Global Change:Your cover letter is your chance to shine! Tell us why you want to work at Tony Blair Institute for Global Change specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tony Blair Institute for Global Change!
How to prepare for a job interview at Tony Blair Institute for Global Change
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
