Service Desk Analyst - International Justice Mission

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International Justice Mission (IJM) is the global leader in protecting vulnerable people from violence around the world. Our team of over 1,200 professionals are at work worldwide in over 30 offices. Together we are on a mission to rescue millions, protect half a billion, and make justice unstoppable.

We are a global community that cares for one another. We believe that the way we work is as important as the results we achieve. We provide professional excellence with joy and celebration to all those we serve.

IJM Ghana partners with Ghanaian government agencies to tackle human trafficking by rescuing victims, ensuring perpetrator accountability, restoring survivors to safety and strength, and supporting public justice actors to strengthen systems that protect the vulnerable.

The Need

For over 25 years, IJM has pioneered the work to protect vulnerable people from violence. 9 out of 9 times in the last decade, IJM’s Justice System Strengthening Projects have reduced slavery and violence between 50 and 85% for very large populations of people in poverty. As we grow to expand our impact to protect 500 million people from violence, we are seeking a Service Desk Analyst to provide Tier 1–2 support to IJM staff and is responsible for resolving complex technical issues and contributing to IT training and documentation. The Service Desk Analyst plays a key role in ensuring consistent service delivery and supporting IT operations. This is a full-time position with occasional travel to other regions in Ghana.

This position is based in Accra, Ghana and reports to the Associate Director, HR & Administration and is only available for candidates with the right to work in Ghana.

Responsibilities

• Provide responsive customer service the IJM staff meeting or exceeding established SLAs, and adequately provide Tier 1 & Tier 2 support across all defined IT services and systems;
• Perform the provisioning and deprovisioning of accounts and devices;
• Manage IT requests, including hardware and software deployment;
• Support A/V systems and facilitate meetings and training;
• Contribute to asset management and equipment deployment;
• Develop and maintain knowledge base articles and training materials;
• Collaborate on IT projects and escalate complex issues as needed;
• Support, research, vet, and select competitive IT equipment vendors;
• Communicate appropriate and necessary Information Systems updates to staff in field offices;
• Communicate and liaison with Regional and Global GTS;
• Communicate proper techniques and troubleshooting ideas to staff who are experiencing technology difficulty;
• Support staff with internal IT trainings and capacity building exercises;
• Manage and monitor helpdesk tickets and technology cases within the Ghana offices using systems such as ServiceNow.
• Keep and update all relevant inventory documents and reports;
• Maintain staff workstations and network equipment to IJM’s standards;
• Supporting trainings, events, interviews and functions with IS/IT/Sound/audio support;
• Support IJM’s technology-related activities;
• Manage troubleshooting, networking, hardware and software issues;
• Support maintenance and basic repair of hardware and software upgrades;
• Ensuring distribution of staff phone credits; and
• Carry out additional assignments as required by the Associate Director, Administration and the Country Director or his/her designee.

Requirements

• Bachelor’s degree preferred or equivalent combination of education and experience;
• 3–5 years in an IT support role, including experience in a global organization;
• Certifications: A+, HDI (required); ITIL Foundations (preferred);
• Solid experience managing incidents and service requests using ServiceNow or a comparable ITSM platform;
• Familiarity with ITIL practices, including Incident, Problem, and Change Management, CMDB, and Service Request workflows;
• Demonstrated ability to troubleshoot and resolve technical issues, including root cause analysis and documentation;
• Experience with endpoint and operating system management, including Windows 11, macOS, Microsoft Intune, and Autopilot for device provisioning and configuration;
• Understanding of identity and access management platforms, including Active Directory and Microsoft Entra;
• Experience in productivity and collaboration applications, including Microsoft 365.
• Hands-on experience supporting and troubleshooting A/V systems and video conferencing technologies;
• Experience supporting remote users and cloud-based applications, with working knowledge of cloud platforms, network protocols, printer management, and general end-user support; and
• Capacity to install network cables and provide basic repair of hardware (including but not limited to laptops, printers and phones).

Critical Qualities

• Mature Christian faith as defined by the Apostles’ Creed;
• Actively lives out IJM’s Core Values with conviction and consistency;
• Self-starter who confidently drives tasks forward and anticipates needs;
• Maintains discipline in managing priorities to meet deadlines reliably;
• Exhibits strong interpersonal skills and emotional intelligence;
• Communicates effectively, adapting style to audience and context;
• Demonstrates flexibility and collaboration, proactively supporting team goals;
• Leads by example as a dependable, collaborative team player; and
• Uses creative problem-solving skills to address challenges independently.

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