Service Desk Analyst (It Officer) Lebanon

OXFAM PURPOSE: To work with others to overcome poverty and suffering.   TEAMS PURPOSE: To provide a Single Point of Contact, at an operational level, for the delivery of ‘live’ IS services. To maintain relationships with all business divisions and meet or exceed customer expectations in the delivery of IS services.   JOB PURPOSE:  To support Oxfam MECIS IS users through the delivery of reliable, cost efficient and high-quality IS services. Act as a first line support and primary point of contact for all service-related queries, issues and requests. Log all calls made to the Mecis Service Desk with the correct level of detail and impact to facilitate resolution. Refer unresolved calls to the most appropriate resolve group and escalate calls to the correct level of management as appropriate. Monitor the successful conclusion of all calls. Actively communicate user requirements and concerns from a service perspective within IS. Proactively manage user expectations through the communication of Service Levels and the deployment of effective incident, problem and change management techniques and processes. Pro-actively communicate with customers on progress of open calls. Ensure that no illegal or unsupported software is installed on Oxfam equipment. Maintain a working knowledge of all Oxfam approved PC and/or application packages. Make recommendations to RISM regarding policies, processes and procedures. Drive user satisfaction levels by proactively managing expectations in the business with regards to service quality. Collaborate with the Regional IS Manager and the Service Delivery Coordinator to obtain information on impacted user groups and identify potential service enhancement opportunities. Work with users and the Regional IT Management to identify and assess service enhancement opportunities. Actively champion and communicate the user's needs, requirements and concerns from a customer service perspective within the IS organization and in particular Service Delivery. ·          Manage user expectations and establish confidence in IS services and their outsourced partners, by proactively communicating service effect and achieved or missed SLAs.