Islamic Relief Worldwide ICT Desktop Support Technician

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1 Islamic Relief Worldwide ICT Desktop Support Technician BASE LOCATION: REPORTING TO: LINE MANAGEMENT RESPONSIBILITIES: Waterloo, London ICT Service Delivery None PURPOSE OF DIVISION: ICT is part of the Finance and Services Division. Finance and Services provides accurate and punctual financial management, reports and forecasts on the organisation s income and expenditure. The division empowers and builds the capacity of the field offices and Partners to manage funds effectively and efficiently, meeting international standards and the standards of the IR donor agencies. This is achieved through both organisational and individual learning, and through an organisation-wide system of development and deployment. In addition, this division maximises economies of scale by developing and maintaining strategic procurement, logistics and asset and facilities management functions. It ensures compliance to any legislative requirements, and it provides strategic and day-to-day legal advice to the organisation The ICT-related services ensure that the development, utilisation and maintenance of information systems help the organisation reach current and future strategic objectives. JOB PURPOSE: The ICT Desktop Support Technician (DST) is responsible for providing 1 st line and some nd line support to all staff at the base location. Duties include troubleshooting, supporting and managing, issues with workstations, laptops, telephones, and authorised software installed on peripheral devices. The DST works with the ICT team to: resolve user queries and issues apply fixes or workarounds assist with the investigation of problems introduce new solutions maintain ICT systems, networks and assets. The DST also works to support the ICT team members to support the services provided by Islamic Relief global datacentres. 1

2 IR Organisation Structure Position of ICT Desktop Support Technician within IR Head of ICT Service Delivery Infrastructure ERP Team Asia Service Desk Supervisor Europe Service Desk Supervisor Inf Engineer x Inf Support x ICT Project - Network AX Config AX Deployment Support Agent x 4 SupportAgent x 5 Engineer x 3 KEY WORKING RELATIONSHIPS to report to the Service Delivery on all service delivery matters assigned and other service delivery initiatives as agreed to be a point of contact for s and users at the IR UK office for ICT support to be able to visit national shop sites and take a lead in the equipment standardisation project to communicate progress and resolution of issues to all customers to complete small projects, as agreed, subject to operational requirements. to liaise with suppliers, where necessary, to complete small projects.

3 SCOPE AND LIMITS OF AUTHORITY Scope of the Role: Reporting to the Service Delivery, the ICT Desktop Support Technician will: provide support to all end users at the IR UK London site and remotely to other sites use the ITSM ticketing system to record activities undertaken to resolve issues. provide administration regarding the purchase of ICT equipment. provide occasional supervision of an onsite ICT Apprentice. support the ICT Support Technician (ICTST) to fulfil routine server administration for servers across the entire infrastructure responsible for inputting information into the ticketing system. responsible, under the direction of ICT team members, for management of ICT equipment at the base location and throughout the enterprise on behalf of the Service Delivery KEY ACCOUNTABILITIES The job holder is accountable for fulfilling his/her roles and responsibilities in line with Islamic values and the principles of fairness, humanity, honesty, respect and fair treatment of his/her colleagues and staff st Line and nd Support to assist in the provision of 1 st line and nd Line IT support. To document the outcomes using the ticketing system, to analyse and resolve queries. The role requires you to make decisions on a daily basis to resolve customer queries. process Service requests related to the provision of Laptops and Phones at the IR UK site to pro-actively provide information to users on the progress of outstanding support calls. to assist the ICTST to deploy, install, configure and maintain PCs/laptops, software, phones, printers and associated peripherals using established deployment technologies. to actively create and contribute to knowledge bases and other such continuous learning mechanisms within the team. to carry out new user setups for all core systems including the creation of domain and application user accounts ensuring physical network connectivity. routinely carry out maintenance procedures on all systems and equipment as directed by the other members of the team. to assist in the compilation and maintenance of an accurate inventory of hardware and software and associated technical documentation. identifies and resolves issues using trouble shooting techniques. develops alternative solutions and uses creativity to solve problems. 3

4 . Managing Small Projects to assist ICT team members in the delivery of small projects. 3. Service Delivery ensure all ICT services are implemented according to organisational processes and current best practice to provide at all times a professional, courteous and rapid response to individual user requests. to undertake such projects, of a level commensurate with the responsibility of the post, as designated by the Infrastructure and agreed with the Service Delivery. comply with organisational policies and standards assist in the production of product documentation and user documentation. This includes documentation to ensure transition to the service desk for support 4. Handling Equipment help with lifting and mounting of heavy ICT equipment, as required, with projects or as directed by the Service Delivery. 5. Field visit to shop and Field work to be able to visit UK Shops for quarterly planned visits and to provide ICT support as required, including at short notice for urgent issues. 6. Focal point at IR UK to be the focal point of contact for resolving issues. to be a local representative of the wider Service delivery function within IR. to maintain a customer service focus and be able to handle challenging customers to escalate issue to your Line or the Service Delivery as appropriate. 7. Live Appeal Support to be able to work occasional late shifts for planned events, e.g. onsite and remote support during live appeals. 4

5 PERSON SPECIFICATION It is essential that the post holder shows a good understanding and sympathy with the Islamic values and principles as well as commitment to Islamic Relief Worldwide s vision and mission. Essential: Knowledge, Skills and Qualifications CompTIA A+ MTA in Server Administration Fundamentals excellent understanding of the workings of computers and laptops excellent communications skills high standard of written and spoken English behaves in a positive manner encouraging staff to give honest feedback on ICT services. provides support and training to users on new system experience of Microsoft Exchange 007 and 010 administration experience of Microsoft Active Directory 008 R Experience Personal Qualities ability to develop and acquire new skills, and work on own initiative excellent time management skills strong focus on customer service full clean driving license to be able to travel nationally on a regular, short notice or as and when required basis. Desirable previous experience of telephony support is desirable knowledge of ITIL previous experience of software propagation methods (unattended installation, MS SMS, etc) is desirable experience of Microsoft Windows Server Update Services, Microsoft Windows Remote Desktop Services & Microsoft Windows Deployment Services. willingness to travel sometimes internationally and work outside normal office hours be working towards an MCITP qualification Signed by: (Direct Line ) Signed by: (Divisional Director) 5

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