Service Desk Analyst I
General
Min 3 Months
Please carefully read the role description below to verify that you meet the requirements. The apply button can be found at the bottom of this page.
Driven to provide hope & healing.
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.
Requirements
Each role with Mercy Ships calls for a unique blend of experience, skills, and qualifications. The info below outlines what’s needed to serve effectively in this position—to meet operational standards and to help you thrive as part of the team.
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
What You Will Need
Successful completion of Mercy Ships On Boarding program will be required for commitments 12 months or longer
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 2 years relevant work experience, preferably in enterprise IT environment
About the team
You’ll be part of a Volunteer Team that’s most relevant to your role, working side by side with a diverse community of volunteers using their skills to serve, and supporting daily life on board.
Frequently asked questions.
We are so excited that you are interested in learning more about serving with us. These are the most common questions we receive for this department.
SCAM ALERT: Please be aware of recruitment scams. Mercy Ships will never charge any fees as a part of the recruitment process. For more info click here.
Click here for a list of medical requirements to serve, including required immunizations.
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. Apply now to start a journey that will reshape the lives of those you serve—and your own.
Faith-Led Commitment to Diversity & Inclusion
Mercy Ships is a faith-based organization welcoming volunteers from diverse backgrounds and experiences who are committed to our mission and values. All qualified applicants will receive consideration.
Beware of Imposters: Confirm All Volunteer Communications
Volunteer opportunities and invitations to serve will always come directly from Mercy Ships’ official volunteer engagement teams. Never provide personal information to anyone without confirming their connection to Mercy Ships.
