1st Line IT Analyst

Overview

The IT team at Oxford Policy Management is currently seeking a 1st Line IT Analyst on a permanent basis.

The position will be located in our New Delhi, India office.

We are an international development consultancy working to improve lives through sustainable policy change in low- and middle-income countries. Our vision is for fair public policy that benefits both people and the planet.

Through our global network of offices, we work in partnership with national stakeholders and decision makers to research, design, implement and evaluate impactful public policy. We draw on our local and international sector experts to provide the very best evidence-based support. We deliver projects with expert knowledge and experience, and can be relied upon for excellence in all aspects of project delivery. We work collaboratively, with ambition, to help deliver impactful public policy that will bring about lasting change.

Position Summary

The IT team plays a crucial role in ensuring the smooth operation of OPM's technology infrastructure. The team manages several functions including maintaining our hardware and software, monitoring system performance, managing data storage and backups and providing technical support across the business.

The position of 1st Line IT Analyst is responsible for the provision of 1st Line IT Support for OPM staff across our global offices. This role offers plenty of scope for learning and progression. Working as part of the IT Support Helpdesk, the post holder will support approximately 500 users with IT issues, including the complete suite of Microsoft 365, Office 365, Windows (Laptops and Servers) and other tools. The role will also be required to log all Infrastructure issues and work with the relevant IT Technician to resolve them, taking care of IT related onboarding / offboarding activities.

As a 1st Line IT Analyst at OPM you will:

• Troubleshoot desktop and system problems, diagnose and solve hardware/software issues.
• Diagnose specific incidents/problems remotely.
• Support incident and problem management.
• Contribute to policies, processes and procedures.
• Install, maintain, and support new applications for IT users.
• Work to pre-agreed SLA thresholds for incidents, requests and problems.
• Prioritize and managing several open cases and mini projects at one time.
• Create, maintain and understand trend analysis and problem management.
• Establish a good working relationship with the business and third parties.
• Keep up to date with advancements in technology.
• Review services, application delivery, patching and Anti-Virus.
• Ensure appropriate standard and procedures are adhered to during the development process.
• Work with a variety of business and technical teams to enhance service delivery.
• Provide systems monitoring support.
• Support Users on both hardware and software applications.
• Administer backups and restores.
• Administer Active Directory.
  
  

Qualifications

Key Qualifications / Experience / Skills / Behaviours

• Active Directory administration experience.
• Exchange 365 administration experience.
• Sophos Endpoint administration experience.
• Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting
• Experience of using Windows Operating Systems and Microsoft Environments.
• A positive approach to collaboration; working well with colleagues, sharing knowledge, sharing responsibilities, and supporting your teammates.
• Exceptional customer service skills with the ability to build rapport with a diverse group of stakeholders.
• Communication Skills: to provide a seamless service to users, it is vital that you are an active listener, have confidence in your explanations and solutions, you can respect and empathize with others; and you have an excellent standard of written communications in your emails and verbal communication when assisting over the phone.
• Attention to detail: many of our operations require critical observation skills, where you can be an active listener, and invite you to analyze, investigate and question. An excellent ability to critique and manage the smaller details in your work will be important in this role.
• Excellent problem-solving ability with the ability to observe, analyze and provide solutions for IT issues with confidence and an easy understanding in your explanations.
• Positive attitude with the ability to thrive in a friendly yet fast-paced environment
  
  

Desired qualifications/experience:

• High Standard of Incident and Problem management
• Past experience using helpdesk applications
• Experience in Incident Trending and analysis
• Excellent troubleshooting and problem-solving skills
• ITIL Certified.
  
  

Our Offer

• We enable colleagues’ capacity to grow professionally through enhanced learning resources, opportunities to work cross functionally, and space to engage with a range of internal and external industry events.
• Our non-hierarchical culture values support, collaboration, intellectual curiosity, and a rich diversity of perspectives.
• We provide an exceptionally generous annual leave entitlement and a hybrid working model to encourage and enable healthy work/life balance.
• Wellbeing resources including a global Employee Assistance Programme and access to the UnMind app.
• Competitive salary and contributory pension scheme.
  
  

We are strengthened by the diversity of colleagues across our global business and are committed to being an equal opportunities employer, promoting a diverse and inclusive workplace for all.

Our recruitment practices reflect our ambition to make the international development sector more inclusive and firm belief that our work delivers the best outcomes when we actively include a diversity of perspectives and experiences.

Application

If you share our vision for fair public policy that benefits both people and planet, we would love to hear from you.

We review and interview applicants on a rolling basis and encourage you to apply by way of CV via our careers site at the earliest. We may close this advertisement before the published closing date, should a suitable candidate be identified.

Unfortunately, we are unable to provide visa sponsorship for this role and candidates must have a pre-existing right to work in India for their application to be considered.

Oxford Policy Management is committed to promoting equity, diversity, and inclusion at every level of the business. Should you require adjustments to make the application process more accessible please inform us through completing this form or scan the QR code below.