Job Description
The Role
This role will lead on the technical aspects of the day to day deployment, support and maintenance of MSI’s contact centre technology platform (Microsoft CRM365) and supporting software, including integrations, across MSI’s International Country Programmes. Working within a small distributed project team, your responsibilities will be varied and span across technical hardware and software support, end-user assistance and skills capacity building of in-country team members. You are both organised and a creative solution finder with attention to detail. You have experience working with people from different environments with varied technical abilities and the ability to support across these. You are pro-active member of the team, that can pre-empt, recognise and resolve issues as required. You have the necessary skills to support across IT and Operational in-country teams and excellent communication skills enabling you to resolve even complex issues through remote support.This role will be required to both physically and remotely support in-country IT teams when but not excluded to, configuring the C3 solution. This will include delivering training and support sessions to in-country staff remotely and/or in person. You will also need to ensure that requests for support are logged and actioned appropriately and in the required time frame. You will pro-actively ensure users are kept informed of actions being taken and can follow up as required to ensure issues are resolved.
Key Responsibilities
Develop expertise in Microsoft CRM365 and the other C3 solution components
Support the configuration of C3 solutions and integrations in accordance with agreed MSI standards
Support in-country teams to deploy the C3 solutions and integrations, working with key stakeholders in each location
Remotely, and/or in person, train in-country teams on the C3 solutions
Create and maintain a software knowledge base to aid support call resolution
Assist in-country teams in identifying ‘best of breed’ hardware and software to compliment the C3 solutions
Support the set-up of any other software deemed necessary for the implementation
Ensure MSI’s GIS security standards are in place and enforced
Support local test teams in User Acceptance Testing (UAT)
Respond to requests for support by identifying, recording and categorising issues and incidents
Responsible for onboarding new users, setting up profiles and ensuring all details are set-up correctly
Produce statistics and reports as required
Contribute to the development of standards, processes and procedures
Carry out any other duties deemed necessary by the business and project team
Potential for international travel
Skills & Experience (essential/desirable)
Qualifications
Professional qualification in IT (desirable)
Experience/Knowledge
Experience in setting up and managing technology in remote areas
Experience in change management and project management
Experience in presenting to and persuading diverse audiences, and in delivering training to users
Experience of distance collaboration with colleagues in other countries
Experience handling multiple and short duration deployments at the same time
Experience with Microsoft technologies (desirable)
Experience with SLA’s, OLA’s and KPI’s (desirable)
Skills
Good communication, logical thinking and decision making
Excellent problem solving abilities
Strong teamwork and interpersonal skills and ability to communicate with all management levels
Hands on approach and the ability to go the extra mile
Excellent customer service skills
Ability to meet deadlines and work in a fast-paced environment
Ability to explain technical concepts to non-experts
Numerate, articulate and analytical with attention to detail
Excellent verbal and written communication skills
Working knowledge of Microsoft products (desirable)
English speaking (essential)
French speaking (highly desirable)
Personal Attributes
Proactive and practical approach to work, with a ‘can do’ attitude
Passionate for both service delivery and personal self-development
Dynamic, creative individual with the ability to show initiative
Flexible and adaptable, able to thrive in difficult/complex environments
Committed to keeping up to date with relevant technologies, backed up by recent technical certifications (desirable)
Able to work without direction to achieve results
Able to prioritise workload
Able to communicate effectively with both technical and non-technical colleagues
Strong time keeping and time management
Strong team player
Ability to travel
Strong commitment to the vision and goals of Marie Stopes International
Pro Choice
