Job ID

Job Title
IT Officer

To work for
Oxfam Syria



Field of Work
IT Software/IT Security - IT Hardware

Job Type
Full time

Military service
Finished or Exempted (For male)

Minimum Education Level
Bachelor/ License Degree

• Act as a first line support and primary point of contact for all service-related queries, issues and requests.
• Log all calls made to the MENA Service Desk with the correct level of detail and impact to facilitate resolution.
• Refer unresolved calls to the most appropriate resolve group and escalate calls to the correct level of management as appropriate.
• Monitor the successful conclusion of all calls.
• Actively communicate user requirements and concerns from a service perspective within IS.
• Proactively manage user expectations through the communication of Service Levels and the deployment of effective incident, problem and change management techniques and processes.
• Pro-actively communicate with customers on progress of open calls.
• Ensure that no illegal or unsupported software is installed on Oxfam equipment.
• Maintain a working knowledge of all Oxfam approved PC and/or application packages.
• Make recommendations to ISM regarding policies, processes and procedures.
• Drive user satisfaction levels by proactively managing expectations in the business with regards to service quality.
• Collaborate with the IS Manager and the Service Desk Manager to obtain information on impacted user groups and identify potential service enhancement opportunities.
• Work with users and the IT Management to identify and assess service enhancement opportunities.
• Actively champion and communicate the users needs, requirements and concerns from a customer service perspective within the IS organisation and in particular Service Delivery.
• Manage user expectations and establish confidence in IS services and their outsourced partners, by proactively communicating service effect and achieved or missed SLAs.

- Experience of the following:
• Customer Management or Help Desk
• Service Level Reporting
• Problem and Incident Management
• Change Control and Release Management

- Good working knowledge of English language
- Exceed customer expectations
- Clear and concise communication with customers and team
- Excellent prioritisation skills
- Incident management
- Ability to work under pressure
- Certification in ITIL
- Certification or Qualification in Customer Management processes

Specific Vacancy Requirements
• Resolve IT Support requests and contact customers submitting reports directly
• Following an established pattern to solve a variety of problems, some of which are well defined but with new problem solving to be attempted and referred upward if necessary.
• Coordinating the flow of his work within a group of people for specific tasks.
• Undertaking work as defined by Regional Support objectives.
• Communicating with internal staff and external contacts to support the functional business needs.
• On the job training/guidance of staff and skills sharing.

Salary and Benefits
As per Oxfam Salary scale

About us
Oxfam is an international confederation of 17 organizations networked together in more than 90 countries, as part of a global movement for change, to build a future free from the injustice of poverty.

In Syria :
While Oxfam has been present in the region since 1970, it began operating in Syria through its Damascus based presence in July 2013. Since then, Oxfam has been responding to both the urgent WASH needs for vulnerable people, and has been working on the rehabilitation of water systems in order to provide durable, more sustainable solutions to the affected populations. Interventions implemented under Oxfam's WASH Programme include: Provision of Acute Emergency Life-Saving WASH Services, Rehabilitation of Water Systems, Hygiene Promotion and Water Conservation, Capacity Building and Training, and Improved Emergency WASH Coordination. To date, Oxfam has been worked in 10 governorates, seeking out to over 2.5 million beneficiaries.

Required employees number

Posted On
Jun 06, 2018

Expiry Date
Jun 29, 2018


CV Language

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