TEMBO IT Services Officer (Based in any OCBA HUB), Barcelona

MAIN PURPOSE

Support Tembo Team and internal stakeholders in the development of projects and services to ensure the alignment of functional and technical requirements.

JOB OVERVIEW

The position contributes to platform monitoring, basic system maintenance activities, and documentation, while maintaining clear communication with users. Through adherence to established processes and service standards, the role supports service continuity, user satisfaction, and the overall quality of Tembo s IT support services.

• Serve as the primary point of contact for Tembo platform support requests, logging, categorizing, and prioritizing all incoming tickets in the IT helpdesk tool (Elixir) and Request Hub (ClickUp).

• Services Coordinator or the Tembo IT Systems Coordinator as required.
• Maintain clear, concise, and empathetic communication with users throughout the lifecycle of their support request, providing regular updates on progress and resolution.

• Perform routine monitoring of Tembo performance, uptime, and user experience indicators, reporting anomalies or risks to the IT Services Coordinator.
• Assist in the creation and maintenance of user accounts, course enrolments, and user groups within the Tembo platform.

• Execute testing activities for new features, fixes, and platform updates before deployment to end users.
• Participate in the Tembo internal IT related projects, including being involved with testing of the platform during upgrades.
• Manage assigned requests from the internal request hub in ClickUp, with coordination of the IT Services Coordinator, and acting as operational lead when assigned
• Support the security of the platform and user data in compliance with MSF information security procedures and Data Privacy Policy.

• Meet or exceed defined service level agreements (SLAs) for issue response and resolution.
• Collect and document user feedback and recurring support issues to support service improvement initiatives.

• Support initiatives aimed at improving the efficiency of the platform and its integrated applications.
• Support on initiatives aimed at improving user experience, mutualizing efforts with internal Tembo teams and partners.
• Keep up to date on latest LMS technologies through training and attending webinars provided by the platform owner.

• Deliver basic user guidance and contribute to internal training sessions and knowledge transfer to users and stakeholders.
• Support onboarding and continuous learning for platform users.
• Contribute to building organizational knowledge around the Tembo platform and related tools.

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