WE
London, United Kingdom
Jan 20, 2017
Full time
Service Desk Analyst
Are you a self-motivated and driven IT professional who enjoys a challenge and loves solving problems? Do you want to work with great people on a meaningful mission while also helping to drive innovation?
WE is a movement that brings people together and gives them the tools to change the world. Our vision is to shift the world from “me” to “we.” Our mission is to empower all people to change the world, locally and globally, achieving transformative outcomes for themselves and others.
WE seeks a Service Desk Analyst to join our Information Service team that supports the organisation’s broad and expanding needs. As part of the team you will have a unique opportunity to help support the rest of the IS team and staff globally, by leveraging emerging and current technologies. The IS team supports in country and regional offices (troubleshoot printers in the UK office or fix software in Ecuador!). You will have an opportunity to take your work to the next level – all the while doing meaningful work that makes the world a better place.
The candidate should have a minimum of 2-4 years of work experience in a service desk environment. He or she must be a problem solver in the field of all things computer. The ideal candidate must also be a quick learner and be able to thrive in an environment of change.
This position will be reporting to the Associate Director of Information Systems in Toronto, and the Director of the UK Office. The selected candidate will be responsible for the support, upkeep, improvement and productivity of the UK Office.
A minimum two-year commitment is required.
There is a six (6) month probationary period and salary is negotiable.
This position is based out of WE’s UK London office in Wandsworth and will consist of one to two week onboarding and training at our Global Information Systems in our headquarters in Toronto, Canada.
Join a team that is passionate for what we do and truly makes a difference.
Your Impacts:
End User Support
Oversee the daily operations of all aspects of the Service Desk in UK
Support local, international and regional offices remotely through a central Service Desk system
Ensure business needs are accomplished in the most cost-effective manner
Work closely with the senior management team to help implement technology and processes based on business needs
Hold overall vision for computer deployment, asset management, and exit procedures within the UK Office
Troubleshoot emergency IS related problems and escalate when necessary
Provide backup solutions and services to staff
Provide emergency support for visiting Staff, presentations and events
Support WE Day UK
Train on and maintain current and new application systems and platforms
Assist with overall global ticket queue
May be required to travel to country offices for support
IT Project Management for the UK office
Mange and implement office moves or new building buildouts that may occur in the UK
Work with the global headquarters to implement new technologies, services, or processes
Work with Headquarters to set up mobile devices and maintain organizational security compliance
Printers and Servers and Infrastructure
Manage Support Virtualization and server infrastructure with support of Head Office
Ensure printers are functioning and serviced and toner supplies are stocked, tracked and managed
Build escalation rules for malfunctioning hardware
Maintain Wi-Fi and network infrastructure with support of Head Office
Active Directory, SharePoint and Office 365
Provision, configure and maintain user accounts
Maintain strict quality control of staff information in company directories
Maintain SharePoint sites and security and distribution groups
Troubleshoot security and sharing issues
Provide remote troubleshooting support
Provide backup services of various stakeholder groups
Reporting and Administration
Respond to issues and monitor/audit requests
Own and maintain the lifecycle of assets in the organization
Train co-workers on use and support of implemented technologies
Assist in strategic planning for the Information Systems department
Manage the creation of standard operating procedure documentation
Provide clear and effective communication to the senior team regarding hardware issues, systematic problems and outages
What you bring:
Possess a Bachelors or similar diploma in IT or related field
Minimum of 2 years previous work experience with troubleshooting, supporting PC’s, laptops and printers
Comfortable with tearing down computers and laptops to bare bones and rebuilding or replacing parts
Experience working with Microsoft Office 365, Active Directory
Knowledgeable in using Microsoft PowerShell for Exchange and Windows Server
Enjoy working in a demanding, fast paced work environment and flexible with work hours
Some travel may be required to support We Day tour and country support
Able to perform well and problem solve in high stress, dynamic and changing situations
Comfortable working with external stakeholders and vendors
Positive and professional attitude and able to work as a team player
Excellent written and oral communication skills
Experience with Hyper-V an asset
Experience with Cisco Firewalls an asset
Knowledge of helpdesk and ticketing tools are an asset
ITIL Foundations certification is an asset
Supplementary Benefits
Employer-provided health and dental benefits
Generous holiday allowance (20 days annual leave + statutory holidays + office shutdown days during the holiday period between Christmas Eve and New Year’s Day)
Birthday’s off!
Flexible work hours if on occasion you need to start late or leave early
The opportunity to attend We Day our flagship event
Staff trip to Kenya and Ecuador with all costs on the ground are covered by the organisation
If invited for an interview, the process is multi-staged; candidates will interview once with the Head of People Operations UK and have a second interview with the Director UK Operations and the Associate Director of Information Systems.
Unfortunately, we are unable to reimburse any interview expenditure that may be incurred.
Closing Date: Applications are reviewed as and when they are received so the post may be filled before the advertised closing date.
If you have any access requirements, please notify us in advance and we will do all we can to accommodate you.
Candidates must be eligible to work in the UK. We are an equal opportunities employer. We warmly welcome applications from all sections of the community and aim to promote diversity.
This post is subject to an enhanced DBS check.
What makes us unique…
Social entrepreneurs Marc Kielburger and Craig Kielburger co-founded WE and WE Charity (formerly Free The Children) 20 years ago and have grown it into a family of organisations, including WE Day and ME to WE. WE Charity was among the first organisations in Canada to turn philanthropy on its head by creating a legally distinct social enterprise, ME to WE. Through the social enterprise, 50% of the profits support WE Charity, while the rest is reinvested in the social enterprise.
We sincerely thank all those who apply, however only those considered for an interview will be contacted.