Job Description

Overview:The Information Technology team at Oxford Policy Management is currently seeking a 1st Line IT Analyst on a permanent basis.The position will be located in India at our New Delhi OfficeWe 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 role will provide 1st Line IT Support for all OPM staff across all 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 approx. 500 users with all IT issues, including complete suite of Microsoft 365, Office 365, all flavors of Windows (Laptops and Servers) and other tools implemented by OPM.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 activitiesAs a 1st line IT analyst at OPM you will:

• Troubleshoot desktop and system problems, diagnose and solve hardware/software

• Diagnose specific incidents/problems remotely

• Incident and problem management

• Provide solutions and work around incidents and problems

• 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

• Prioritizing 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 3rd parties

• Keep up to date with advancements in technology

• Review of 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

• Systems monitoring

• Support Users on both hardware and software applications

• Administer backups and restores

• Administer Active Directory Key Qualifications / Experience / Skills / Behaviours:

• Active Directory administration.

• Exchange 365 administration

• Sophos Endpoint administration

• Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting

• Experience of using Windows Operating Systems and Microsoft Environments

• Exceptional customer service: we want you to have a natural rapport builder.

Soft Skills:

• 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 you to have critical observation skills, where you can be an active listener, and invite you to analyze, investigate and question. It is therefore important in this role that you have an excellent ability to critique and manage the smaller details in your work.

• Excellent problem-solving ability: we are looking for logical thinkers who are excited about challenges. You will be excellent at observing, analyzing and providing a solution to IT issues with confidence and easy understanding in your explanations.

• Positive attitude: the most successful players in our team will be those who are optimistic and proactive. You will also be able to accept constructive criticism to improve your services and able to thrive in a friendly yet fast-paced environment.

The following criteria is desirable but not essential:

• 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 colleaguesxe2x80x99 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.Please submit your application through our careersxe2x80x99 site by the closing date OR 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 or scan the QR code below.

Oxford Policy Management Limited