The Role

ICS Helpdesk Specialist
Fixed term contract for 2 years/Full-Time

Reports to:
Global Head of IT & Communication Systems (ICS)

Job Overview
CBM Global is seeking an enthusiastic ICS Helpdesk Specialist to own and evolve our global service desk. You will deliver first-line support, optimize our Freshservice platform, build Copilot-based self-service agents, and develop user documentation and training. The focus of this role is on the outstanding end user experience and ensuring their efficiency with our Microsoft 365 (E3) cloud services.

Based: We welcome applications from those with the right to work in Nigeria, Nepal, Bangladesh, Kenya, Zimbabwe, Burkina Faso, Madagascar, Philippines, and Lao PDR. Remote working from any of above listed countries is possible.

Hours: The role is available as a full-time position (100%) and we offer a two-year fixed-term contract (no shift work; only regular day-time office hours).

Salary range: The salary offered will be competitive, dependent on skills and experience, as well as country of location. We offer a local contract.

Responsibilities and Duties
1. Provide global L1 support for 190 colleagues across 14 offices (Asia, Africa and Germany) and home locations.

2. Coordinate external local IT service providers for onsite L1 user support, covering ~75% of total users.

3. Coordinate escalations with the CBM Global ICS Administrators and external partners; participate in incident post-mortems.

4. Coordinate and execute onboarding and offboarding of users and devices, including Intune-based device enrolment/retirement, account provisioning, licensing, group access, in close collaboration with Global HR and CBM Global federation members (~210 users).

5. Administer Freshservice: queues, SLAs, asset Database and service catalogue; analyse trends and drive improvements.

6. Create and maintain clear and accessible Knowledge Base articles, quick-reference guides, videos and micro-learning modules in the Learning Management System.

Safeguarding responsibilities

Knowledge

· In depth understanding of CBM Global’s Safeguarding policy and the Code of Conduct (Link), and how these are relevant to their work.

· Knows and considers the power people think they hold because of their position at CBMG and takes care not to abuse it by treating everyone with respect.

· Considers their personal values and biases, taking care these do not negatively impact on how they interact with and treat the different individuals they will come across during their work at CBMG.

Skills

Able to report and escalate safeguarding concerns appropriately.
Challenges inappropriate behaviours of peers.
Able to implement safeguarding requirements in their area of responsibility.

Behaviours

Acts as a role model for CBMG’s commitment to zero-tolerance for abuse, do no harm and safeguarding standards.

Person Specification

All of the following requirements are essential, unless marked with a * when they are desirable.

CBM Global welcomes applicants from diverse backgrounds and people with lived experience of disability.

Experience & Knowledge
· Bachelor’s degree in Information Technology, Computer Science, or a related field, or a diploma or advanced certificate in the technical field with above average results.

· At least 3 years of practical experience in IT service desk / end-user support with Microsoft 365 E3 services (Office 365 + Teams)

· Proven ability to configure and improve an ITSM tool (Freshservice, ServiceNow etc.)

· Basic experience with *: Exchange Online, Sharepoint Online, Intune

· Understanding of ITIL processes (Incident, Request, Knowledge Management) *

· Basic experience with *: Microsoft Copilot Studio and PowerShell.

· Experience creating WCAG-compliant user documentation and training materials, and collaborating confidently with colleagues who have lived experience of disability. *

· Excellent verbal and written language skills in English

· Proficiency in *: French or German

· Good communication skills and ability to work with end users and external service providers while displaying a high level of professionalism.

Qualifications

Freshservice Administrator
ITIL v4 Foundation
Microsoft 365 Certified: Fundamentals (MS-900) *

Employee Benefits

· We offer flexibility and working from home arrangements.

· As part of our commitment with inclusion, CBM Global aims to encourage applications from people with disabilities and those with health conditions. We have a comprehensive equality and diversity policy.

Shortlisting and Interviews

CBM Global is an equal opportunities employer, committed to ensuring all applications are treated fairly.

All applications are subject to our shortlisting process; if you are shortlisted we will contact you and invite you to attend an online interview. You will also be advised at this point if there will be any skills tasks to complete as part of the recruitment process.

Diversity Policy Statement

Everyone has the right to be treated with consideration and respect. CBM Global is committed to achieving a truly inclusive environment for all, by developing better working relationships that release the full potential, creativity and productivity of each individual. CBM Global aims to ensure that all staff, volunteers, donors, partners, contractors, and the general public are treated fairly. This will be regardless of sex, sexual orientation, gender re-assignment, marital or civil partnership status, race (including colour, nationality, ethnicity, or national origin), disability, medical status, age, religion or belief, political opinion, social or economic status.

Employment Checks

CBM Global is committed to the safety and best interest of all children and vulnerable adults accessing CBM Global supported services and programmes. Relevant background checks including working with children, police and reference checks will be completed prior to the preferred candidate’s employment being confirmed.

All applicants must have the right to work in the relevant country. All offers of employment are made subject to the following criteria: Proof of eligibility and satisfactory employment screening, and three references satisfactory to CBM Global.

How to apply

More information about CBM Global Disability Inclusion can be found by visiting the CBM Global website: www.cbm-global.org

Closing date: Monday, 25th August 2025

Please:

Use this link: http://cbmglobal.peoplehr.net/Pages/JobBoard/Opening.aspx?v=d833483c-9989-476e-bde9-a0fbb7ac017b to apply.
Prepare your CV in English please, as you will need to upload it into our ATS system.
Download and complete the Application Form in English please, as you will need to upload it into our ATS system.
No email applications will be considered. If you have any problems with the system, please redirect them to our email address recruitment@cbm-global.org with the following format: Family Name First Name: (ICS Helpdesk Specialist, COUNTRY).

We also welcome informal enquiries, which should also be sent to the above email address.