IT Services Officer

We invite you to apply early as the vacancy may close earlier if we receive many applications.

The IT Services Officer plays a key role in enabling Better Cotton’s global workforce to operate securely, efficiently, and collaboratively. By delivering reliable user support and maintaining robust digital systems, this role enhances organisational productivity and resilience. It directly contributes to Better Cotton’s mission by ensuring staff are equipped with the tools and infrastructure needed to support sustainable cotton farming communities worldwide.

Looking ahead to 2030, we are targeting reducing GHG emissions from cotton production by half, big cuts in synthetic pesticide use, improving soil health across our network, improving farm income and supporting women’s empowerment among farmers and farm workers.

• Deliver responsive and user-focused IT support to enhance staff productivity and satisfaction.
• Provide timely troubleshooting and guidance to global staff, aiming for 95% resolution within SLA.
• Administer systems and user access to maintain operational integrity and security.
• Manage user accounts and permissions with 100% compliance with access control policies.
• Collaborate on process improvement initiatives to streamline IT operations.
• Document and help refine IT workflows to improve efficiency when performing support and administration activities.
• Support IT project delivery to drive innovation and efficiency.
• Contribute to the planning and execution of IT projects, ensuring milestones are met on time and within scope.
• Support the management of global IT equipment lifecycle to ensure availability and compliance.
• Oversee procurement, inventory, and deployment of IT assets with 100% tracking accuracy.
• Ensure all equipment meets operational standards and is replaced according to lifecycle processes.
• Oversee IT equipment in our London office to maintain a high standard.
• Be available in the office at least three days a week to provide in-person support and maintenance duties.
• Work collaboratively with line managers to set clear, outcome-based objectives that align with function-wide and organisational goals.
• Take ownership of agreed objectives, ensuring alignment with team priorities and performance expectations.

• A bachelor’s degree in computer science/information technology, or 2+ years of experience working in IT services or support roles, with a focus on cloud‑based tools support and management.
• Experience in providing IT troubleshooting support, especially for users physically based elsewhere.
• Proven ability to collaborate effectively across different teams and cultures, with strong relationship‑building skills and a service‑oriented attitude.
• Experience managing own workload to ensure support requests are prioritised effectively.
• Ability to learn new IT technologies on the go while providing support to staff.
• Data‑Driven Decision‑Making: uses analytics to evaluate issues and implement efficiency solutions.
• Effective Communication: tailors messages to engage, inform, and influence varied audiences, ensuring technical concepts can be communicated clearly and concisely.
• Including the Microsoft 365 suite (M365 Admin, SharePoint, One Drive, Teams, Power Automate, Planner, etc), as well as Microsoft Intune, Azure Entra , and Windows Operating Systems.
• Can identify the root cause and develop tailored solutions, able to see trends in support requests and identify proactive solutions.
• Proactively identify solutions to technical issues to provide long‑term resolutions that are fit for business, with a focus on utilising existing IT infrastructure and systems.

• Fluency in English, both written and spoken, with attentive listening abilities and the ability to communicate clearly and concisely.

• Hybrid working – two to three days a week in the London office.
• The opportunity to work from anywhere in the world for up to one month per year.
• Flexible working, with core hours from 10 am to 4 pm local time.
• Continuous learning and development.
• A generous annual leave package, including paid holiday, public holidays, additional paid days off during…