Service Desk CSI (Continual Service Improvement) Analyst (FIN0448)

Oxfam is a global movement of people working together to end the injustice of poverty.


Do you have experience working in IS/Service Desk environment as a business analyst?


Do you have experience in implementing improvements to service changing processes and utilizing existing technology?


Do you have experience working, developing and implementing a Service Improvement Plan?


If the answer is yes, then would like to hear from you!


The Role:


We are looking for a Service Desk Continual Service Improvement (CSI) Analyst, to be part of the Oxfam UK Service Desk functionality, supporting the team through a CSI programme, delivering enhancements and improvements to the quality of service provided to our customers.


We are currently going through an industry recognised certification programme and the successful candidate will help lead and coordinate our journey through to certification.


In this rewarding, multi-faceted and diverse role you will you will act as the dedicated resource for the Service Improvement plan and be responsible for managing Continual Service Improvement based on the standards required to achieve this certification.


You will also have significant autonomy through defining, ensuring the maintenance and implementing a Service Improvement Plan that focuses on improving customer experience and employee satisfaction, working with service desk colleagues and the business to positively advocate improvements to service. You will act as the key Contact and escalation point for all queries, issues and requests and you will also be responsible for the documenting of key processes and procedures required for certification


This is a unique and rewarding Information Services (IS) role where no two days are the same!


What we are looking for:


Our next Service Desk CSI Analyst will bring experience working in an IS/Service Desk environment as a business analyst, as well as demonstrable experience in identifying and implementing improvements to service changing processes and utilising existing technology.


You will also have effective relationship management skills, with the ability to deal with staff at all levels, exposure of business analyst roles as well as a drive to not only meet, but also exceed customer expectations.


If you have a passion for CSI with experience in Service Improvement Plan and ensuring that Information Systems provide a high level of service to the organisation, its employees and customers this is a phenomenal opportunity for you to advance your career as part of Oxfam GB!


We Offer:


This role will give you an opportunity to act as key contributor to the future of Oxfam’s Information systems, ensuring that we adhere to and maintain an excellent and efficient information system service. You will work with a group of highly passionate people who are specialists in information systems! Oxfam GB offers fair pay as well as a highly competitive salary and benefits package.


Our values and commitment to safeguarding:


Oxfam is committed to preventing any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and promoting the welfare of children, young people and adults. Oxfam expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us.


We are committed to ensuring diversity and gender equality within our organisation and encourage applicants from diverse backgrounds to apply.


Note: All offers of employment will be subject to satisfactory references and may be subject to appropriate screening checks, which can include criminal records and terrorism finance checks.


How to apply:


As part of your online application, please upload your up to date CV and a covering letter explaining your suitability against the essential criteria in the job profile. 


About Us


Oxfam is a global movement of people working together to end the injustice of poverty. That means we tackle the inequality that keeps people poor. Together we save, protect and rebuild lives. When disaster strikes, we help people build better lives for themselves, and for others. We take on issues like land rights, climate change and discrimination against women. And we won’t stop until every person on the planet can enjoy life free from poverty.


Oxfam GB is a member of international confederation of 19 organisations working together with partners and local communities in the areas of humanitarian, development and campaigning, in more than 90 countries. 


  • Location:
  • Hours:
    36 hours per week
  • Salary:
    £30,375-£39,380 depending on experience (per annum - pro-rata)
  • Region:
    Information Systems
  • Job Family:
  • Division:
    Finance & IS
  • Job Type:
    Fixed Term
  • Closing Date:
    23 January 2019
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