IT Coordinator, Business Transformation & IT team

The Stockholm International Water Institute (SIWI) is a policy institute that generates knowledge and informs decision-making towards a water wise world. SIWI organizes the World Water Week in Stockholm - the leading annual global meeting place on water and development issues - and hosts the Stockholm Water Prize and the Stockholm Junior Water Prize.
The Transformation & IT team develops, manages and maintains the entirety of SIWI’s digital and Information Technology framework. It acts as a development and delivery as well as core support function within the organization of SIWI.
The Transformation & IT team at SIWI is currently recruiting a IT support Officer/Coordinator to become a core member of the team and contribute to the development and implementation of the teams focus areas.
Description of Duties
The IT coordinator will Primarily focus on the delivery of IT support across the entire organization while leveraging the insights generated in this delivery process for continuous improvement and effective organizational behaviour change (primarily in the area of IT service consumption). The coordinator will have additional charge of onboarding users and managing the key technological platforms (primarily Microsoft 365 (windows + office 365), Azure cloud & industry standard tools for communication and support service delivery like telephony services, Zoom, Zendesk & webex)
Description of duties:
- First line IT support
o Be an integral part of an evolving internal support organization (5-9 members with different areas of support including but not limited to IT, facility, accounting, HR & business process support)
o Engage directly with the end user for supporting them to resolve issues, collect feedback, provide point in time sticky advice, education and best practices.
o Develop and manage self help articles in Zendesk based on common topics in the organization as well as latest best practices.
o Manage ticketing platform, assign, sort (tag) and follow up/close tickets using Zendesk.
o Engage in routine & scheduled device care process (external support available)
- Platform maintenance and development
o Enable organization to access different platforms.
§ manage users, Devices, licenses & installations (hardware and software)
§ care for enterprise infrastructure (network, printers, access points and work desk setups)
o Monitor and plan updates on different platforms.
o Monitor security aspects using available tools to conduct assessments (scheduled as well as security event triggered).
o Collaborate with IT specialist (consultant) on IT systems management.
o Prepare inventory lists, documentation for knowledge management.
- Project support & continuous improvement
o Collaborate closely with support team members, transformation team members as well as organizational leadership in driving behaviour change towards self help and improved resilience and standardization in support services.
o Collaborate closely with support team members, transformation team members, communications team members as well as project specific membership to jointly deliver outcomes to enable SIWI as a development organization.
o Regularly engage in continuous improvement activities, proactively seek new concepts that help overcoming existing issues or deliver disruptive change to transform organizational behaviour primarily on the topic of IT & digital services but also any other topics of interest (Cross cutting issues, Water governance, Sustainability & climate change for e.g.) with organizational relevance.


Expected knowledge and skills
Education
- Vocational training in IT services
- IT support coursework e.g. ITIL/ITSM (possibility to acquire coursework as well as certificate while on duty subject to budget allowance)
- Microsoft 365 and associated platforms (Intune MDM, Azure AD, ATP, ITP, DNS, App service) certifications are considered a merit
- Zendesk coursework and certification is considered a merit.
- Azure Cloud service management course work and certification is considered a merit.
Personal Qualifications
- As a staff member with uniquely delegated privileges to manage critical as well as sensitive services & platforms, you have very strong personal integrity & ability to keep organizational trust.
- Service quality conscious and detail oriented
- Can do attitude, but conscious of self and other work environment.
- Service with a positive outlook, ability to receive negative feedback (related or unrelated to IT support)
- Desire to learn and evolve in a vibrant technological and organizational transformation process.
The recruitment has the possibility to hire either one or two individuals for evaluation period of 6 months with at least one to extend into a long-term contract (18 months) and leading into a permanent position subject to performance and future organizational needs. While in the evaluation period the individual(s) will have an opportunity to learn on the job and showcase their skills as well as build team & organizational trust.


Please note that interviews will be held ongoing during the job advertisment period and the positions could therefore be filled before the advert date expires.