Service Desk Analyst

Children International is a nonprofit humanitarian organization working to eradicate poverty around

the world. At CI, we believe that every child matters and that it is simply unacceptable that over a
billion children live in poverty. The CI approach is to invest in our kids and youth by providing a safe
place, a caring team and a path out of poverty through programs in health, education,
empowerment and employment. We provide this support for 220,000 children in 13 agencies
working in 10 countries around the world.

The work Children International does on behalf of children in poverty is funded primarily through a
one-to-one sponsorship model. We are transforming our funding model to dramatically increase the
support we provide our kids. Additionally, we are taking our programs from good to great by
elevating our people systems and practices worldwide. That’s where you come in.

POSITION SUMMARY
The service desk analyst serves as first point of contact for all things IT for Children International
staff. They fulfil IT requests and resolve incidents. The service desk analyst must work in a timely and
efficient manner while ensuring attendance, quality and customer service metrics are met. They
interact with the staff they support via multiple means including chat, email, and phone calls.

RESPONSIBILITIES
• Answer incoming calls, and log them as requests or incidents accurately and efficiently into a
service desk system
• Monitor, categorize, and prioritize service desk tickets as needed
• Fulfill IT requests and resolve IT incidents
• Escalate service desk tickets to the next level of support in a timely manner when necessary
 • Configure and install computer systems and peripherals
• Record and track equipment requests
• Create, update, and retire knowledge base articles
• Keep track of supply and consumable inventories
• Keep track of license and hardware inventory
• Follow standard operating procedures for their service desk role
• Assist with special project work as needed
PERSONAL CHARACTERISTICS & QUALIFICATIONS
Characteristics:
• Candidate must be detail oriented, prompt, organized, a team player, and able to work alone.
• Must be willing to learn new technology.
• Customer communication must be courteous, friendly, confident and clear
• Demonstrate flexibility and ability to handle changing priorities
• Strong analytical, technical, problem solving and organizational skills
• Willingness to comply with established customer support processes
• Strong written and oral communication skills
Areas of experience include:
• Support for Office Wi-Fi
• Support for desktop devices
• Support of MS Windows and/or MS 365 products
• Support using a remote desktop tool
• Support for printers
Education, Language, and Job Experience Requirements:
• College degree (Computer Science-related preferred) or comparable IT certification
• At least 1 year of experience in a comparable customer support role
• Fluency in English