Service Desk Operator is hands-on to maintain our Microsoft 365 application portfolio, tenants and related technologies. Microsoft 365 is utilized across the entire MSF Movement. The Service Desk Operator guides SITS customers through their resolution of issues or delivery of services, ensuring they have the confidence to independently complete their tasks.

Description

• Maintain frequent and consistent interaction with our internal users

• Manage tier 1 & tier 2 issues or service requests, ensuring to follow up and take accountability for quick, accurate, and effective resolution

• Act as the first point of contact for MSF local IT contacts

• Answer, evaluate, and prioritize incoming Service Desk tickets based on IT Service Level Agreements (SLA).

• Follow IT procedures for managing M365 user and licensing administration

• Manage M365 services and Azure infrastructure (servers, services and connectivity)

Our offer

• Meaningful, rewarding work in a humanitarian organization with a global impact

• 25 days of holidays and 6 sick days per year

• Hybrid work - work from home, flexible work hours

• 13th salary/end-of-year bonus

• Monthly meal vouchers & well-being allowance

• MultiSport card, team-buildings, referral bonus

• Dog friendly office, language courses, transportation allowance, and more…

Requirements

• Ability to work on a 3-shift schedule

• One or more years of experience with IT customer support (or related position)

• Strong customer service and troubleshooting skills

• Knowledge of M365 environment – Exchange, SharePoint, Teams (appreciated) and MS Office suite

• Full proficiency in English

Advantage

• Experience with using an ITSM/ticketing tool

The recruitment process at MSF SITS usually follows three steps:

1. Screening call

2. 1st Interview - usually with the team leader & HR representative

3. 2nd Interview - usually with the department leader

We take the liberty of adding a short test of abilities on positions requiring high level of technical skill. Otherwise our aim is to have swift and seamless recruitment process!