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About the Role

The IT Service Desk team is seeking a motivated, customer-focused professional to serve as the primary point of contact for IT-related issues and requests at our London headquarters. This role involves providing high-quality technical support, ensuring seamless onboarding for new staff, and maintaining IT service standards in a global environment.

Responsibilities

• Provide responsive 1st and 2nd line technical support to global end-users.
• Collaborate with international helpdesks in Nairobi, Dubai, and Singapore to ensure continuous support coverage.
• Resolve IT service requests and incidents via phone, email, chat, or in-person.
• Diagnose and troubleshoot hardware and software issues.
• Manage the onboarding process for new staff, including device provisioning.
• Develop and maintain support documentation and knowledge base articles.
• Maintain accurate records within the IT asset management system.
• Collaborate with the Cyber Security team to ensure compliance across end-user devices.
• Ensure all IT activities adhere to company policies and security standards.

Requirements

• Previous experience in an IT support role.
• ITIL foundation qualification.
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving capabilities.
• Ability to work both independently and collaboratively within a team.
• Proficiency in Windows 10/11 and macOS/iOS.
• Experience with Microsoft 365, Entra (Azure AD), and Exchange Online.
• Experience with MDM tools and ITSM ticket management systems.
• Ability to prioritize tasks effectively under tight deadlines.
• Proactive approach to project leadership and issue resolution.

Skills

• Technical troubleshooting
• Customer service
• ITIL methodology
• Windows 10/11 administration
• macOS/iOS administration
• Microsoft 365 management
• Entra (Azure AD)
• Exchange Online
• MDM tools
• ITSM ticket management
• Cyber security compliance

Location

• London, UK

Education Level

• ITIL foundation qualification

About the Company

• The Tony Blair Institute for Global Change works with political leaders to drive change and deliver bold ideas.
• A global team of over 800 changemakers operating in more than 40 countries.
• Dedicated to building more open, inclusive, and prosperous countries.

Equal Opportunity

• We believe diversity of background and perspective is a strength and pride ourselves on a culture that values and nurtures difference.