ICT Support Officers - Head Office

Oslo

Organization: NRC - Norwegian Refugee Council
Location: Oslo
Grade: Mid/Senior level - Mid/Senior - Internationally recruited position
Occupational Groups:
- Emergency Aid and Response
- IT (Software)
- IT (Hardware)
Closing Date: Closed

The Norwegian Refugee Council (NRC) is a non-governmental, humanitarian organization with 60 years of experience in helping to create a safer and more dignified life for refugees and internally displaced people. NRC advocates for the rights of displaced populations and offers assistance within the shelter, education, emergency food security, legal assistance, and water,sanitation and hygiene sectors.

The Norwegian Refugee Council has approximately 5000 committed and competent employees involved in projects across four continents. In addition, NRC runs one of the world’s largest standby rosters -NORCAP, with 650 professionals, ready to be deployed on 72 hours notice when a crisis occurs

The NRC seeks to recruit two ICT Support Officers, one 6 month contract and one 12 month contract. The Global ICT Support team, currently all based in Oslo, serves over 6000 staff distributed in more than 100 offices in 30 countries, including Head Office. Coordinating and working with ICT staff in field using a number of tools, the ICT Support Officers will contribute to the collective work of the Global ICT Support Team as specified below:

Job description

• Ensure that NRC staff get timely and effective ICT support and provide a positive experience for colleagues in need of ICT support. This includes handling tickets (with Zendesk) and to walk-ups;
• Prepare, distribute and maintain equipment (eg. laptops and phones), including asset tracking;
• Ensure positive user experience of NRC conference facilities and office equipment;
• Support the employee through their IT journey, including onboarding, day to day trouble-shooting and off-boarding at contract end;
• Train colleagues on how to use IT equipment and tools;
• Contribute to process improvement on recurring support needs;
• Document solutions to common IT-issues/problems and make these available in the NRC IT knowledge base;
• Sharing the team’s workload, common activities, tasks and well-being;
• Foster a strong working relationship with NRC ICT staff distributed in 30 countries worldwide;
• Adhere, communicate and enforce NRC ICT policies and standards as well as escalating any deviations from these to higher management;
• Perform other duties in the section as appropriate.

Qualifications

• Experience in customer-service or customer support
• Team player
• Self-motivated
• Able to cope with a fast-paced environment
• Ability to prioritize
• Interested in continuous improvement of IT Support, Service-delivery and working environment
• A patient and focused mind set
• Fluency in English, both written and verbal (additional languages will be considered an asset)
• Technical knowledge and interest for ICT tools and equipment
• Service-oriented
• People-skills, friendly, polite and constructive

Personal qualities

• Planning and delivering results
• Working with people
• Analysing
• Communicating with impact and respect
• Coping with change

We offer

Contract periods: One 12 month contract and one 6 month contract (please specify if you are interested in the 6 month contract, the 12 month contract or both in your letter of application)
Salary/benefits: According to NRC’s general directions.
Duty station: Oslo, Norway
Application procedures and CV registration: Please note that you are required to enter the geographical location for all your previous positions while registering your CV. There is no specific field for this information in our CV form, but you can use the "Company name" field for both company and location.
NRC reserves the right to conduct a full background check on shortlisted candidates

This vacancy is now closed.