About this role
Service Desk Analyst II
Mercy Ships is an international charity that brings hope and healing to the world’s forgotten poor through state-of-the-art hospital ships. Since 1978, our volunteer crew—made up of medical professionals and skilled workers from over 60 nations—has delivered free surgeries and medical care to over 2.8 million people in Sub-Saharan Africa, transforming lives one patient and one port at a time. Join our global team of over 3,000 volunteers and help us change lives daily.
About this role
Providing excellent customer service, Service Desk Analysts are the first line of help desk support, assisting with hardware and software incidents and problems via phone, email, or tickets.
What you will contribute
- A high degree of customer service for all support queries and follow to service management principles
- Respond to and resolve customer calls in a professional and timely manner
- Take ownership of customer problems and be proactive when dealing with their issues
- Troubleshoot workstation operating systems, applications, peripherals, network and hardware issues
- Support customers in the use of computer equipment by providing necessary training and advice
- Assist with the installation, maintenance and support of IT and telecommunications equipment
- Facilitate the repair or replacement of any non-functioning IT or telecommunications equipment
- Design, develop and maintain Service Desk processes, workflows and measurement software
For This Role, You Will Need
- Successful completion of Mercy Ships On Boarding program
- Bachelor’s degree in Information Systems, or Computer Science, or the equivalent combination of education and experience preferred
- ITIL Certification completed in the first year of employment
- MCP, CompTIA A+ and/or Network+ certification, or equivalent preferred
- Help-desk and issue tracking software experience preferred
- At least 3 years relevant work experience, preferably in enterprise IT environment
The experience of a lifetime is calling.
More than 1,200 volunteers from over 60 nations serve with Mercy Ships each year.
At Mercy Ships, we are proud to be recognized around the world for the life-changing surgeries and training we deliver. We could not achieve this without our dedicated community of talented volunteers.
Imagine finishing your shift and stepping onto deck as the sun sets—knowing that today you’ve helped transform the lives of those who need it most.