Back ICT Support Coordinator, Norway - Internal Applicants Only

Context

ICT plays an increasingly vital role in helping NRC fulfil its mission to assist people displaced by war and conflict. Digital tools and processes, automation, and analytics are key enablers of NRC’s strategy and work. ICT Support in NRC’s Oslo-based Head Office provides an array of services to the organization ranging from vendor selection to rolling out new systems and from system administration to providing 2nd-line technical support to the 100+ field ICT staff based in over 40 countries worldwide.

This particular role is responsible for administering the global ticketing system, maintaining the ICT documentation, user account management, and 2nd line support duties, and the day-to-day ICT support of the c. 250 Head Office staff, in addition to supporting other ICT projects as applicable.

What you will do

You will work with ICT staff in Oslo and in the field using a number of tools and contribute to the collective work of the Global ICT Operations & Support Team.

Some of your key tasks will include:

• Ensure that NRC staff get timely and effective ICT support and provide a positive experience for colleagues in need of ICT support. Delivering support through tickets (Freshservice) and via the virtual ICT helpdesk;
• Analyse, diagnose, and resolve hardware and software technical support issues, escalate issues as needed;
• Support the employee through their ICT journey, including onboarding, day-to-day trouble-shooting and off-boarding at contract end;
• Train colleagues on how to use ICT equipment and tools;
• Overall responsibility for managing the ICT documentation solutions database;
• Day-to-day administration of NRC’s ICT service management platform (FreshService), and contribution to the development of the platform and associated processes;
• Adhere to, communicate and enforce NRC ICT policies and standards as well as escalating any deviations.
• Contribute to process improvement initiatives;
• Contribute to projects such as selecting and deploying new tools or procedures;
• Perform other duties in the section as appropriate.

  What you will bring

  • Minimum 3 years of relevant ICT support work experience.
  • Batchelors’ degree or equivalent.
  • Has administered and/or configured online applications.
  • Fluency in English, both written and verbal (additional languages will be considered an asset).
  • Must be service-oriented and pays attention to detail.
  • People-skills, friendly, polite, positive and constructive
  • The following will be considered an advantage:
    • Experience of administering and developing Freshservice within the NRC context.
    • Knowledge of Head Office ICT Support processes, administration applications and tasks.

      We know that you are curious and would like to learn more about this role; please click here to access the full Job Description.

      What makes this position attractive?

      • A challenging and exciting opportunity with an international team dedicated to advocating for the rights of people forced to flee.
      • A chance to administer the global ticketing system, maintaining the ICT documentation;
      • Salary and benefits according to NRC’s salary scale and terms and conditions in the country where the successful candidate will be based. Open to receiving applications from any country where NRC has an office.

        We are also looking for people who share our values:

        • To be dedicated to what we do;
        • To be innovative with our solutions;
        • To act as one unified and inclusive team;
        • To be accountable to the donors that make our work possible; the beneficiaries that we exist to serve; and to each other… the members of our NRC family.

          We will be assessing candidates on an ongoing basis; therefore, early applications are recommended.

          For any questions, please write to ho.recruitment@nrc.no with \"Job Title\" as a subject The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee. We work in crises across more than 31 countries, providing emergencies and long-term assistance to millions of people every year. We stand up for people forced to flee, advocating their rights. NORCAP, our global provider of expertise, helps improve international and local ability to prevent, prepare for, respond to and recover from crises. NRC also runs the Internal Displacement Monitoring Centre in Geneva, a global leader in reporting on and advocating for people displaced within their own country. Employment with NRC may lead to employment in or deployment to Regions, Countries, Areas or Offices that may be host to considerable health, safety and security risks. NRC takes this very seriously and we have procedures in place to reduce known risks, but will never be able to take away all risks. NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.