Help desk specialist in Red Cross Ukraine

The National Committee of the Red Cross Society of Ukraine announces a competition for the position of Help Desk (1st Line Support).

The Red Cross Society of Ukraine is the largest humanitarian organization of Ukraine, which is one of the first to respond to all emergency situations in the country and provides assistance to those who need it most.

Main responsibilitiess:

• Analysis of received appeals, determination of priorities, complexity and level support necessary to solve them.
• Distribution of tasks among team members according to competences, current workload and deadlines.
• Monitoring deadlines and the status of each request in accordance with established SLAs.
• Providing feedback to users on the progress of their requests. number, types and priority of processed requests
• Participation in testing ERP/CRM system updates, fixing errors and collecting feedback from users.
• Support and update of user knowledge base (instructions, short videos).
• Interaction with business analysts and developers to form technical tasks for improving functionality systems.
• Conducting short training sessions, webinars or briefings for system users.
• Preparation of methodological materials and news about system updates.

Requirements for the candidate:

• Understanding the working principles of web and mobile applications, CRM/ERP systems (in particular, Odoo).
• Understanding IT request and incident management methodology (Service Desk, Help Desk, Jira, Odoo Helpdesk or similar systems).
• Practical experience of working with IT request and incident management systems for more than 2 years.
• Basics building the organization's business processes.
• Principles of teamwork, time management and task prioritization.
• Excellent oral and written business communication skills.
• Attention to details, analytical thinking, responsibility.
• English language level B2 and above.

The Red Cross Society of Ukraine offers:

• Booking.
• Medical screening.
• Convenient office, 5 minutes from the metro. 
style="font-style: normal; font-weight: 400">We aim to create a safe and inclusive environment in TCHHU, which will ensure everyone's cooperationvolunteers, regardless of age, sex, gender, ethnic origin, religion, disability, sexual orientation, equal access to opportunities, protection of their dignity and equal rights.

Workplace: Kyiv.