1. OVERALL OBJECTIVE(S) OF THE POST

Transcription

1 Post Holder: Job Title: Department: Reviewing Manager: Vacant ICT Support Analyst Resources ICT Manager 1. OVERALL OBJECTIVE(S) OF THE POST To provide comprehensive 1 st and 2 nd line ICT support services, covering the installation, configuration and support of ICT systems. To undertake the investigation and resolution of problems in a timely manner, maintaining a high degree of customer service and ensuring that good communication and documentation processes are maintained. 2. POSITION IN ORGANISATION Reports to the ICT Manager Deputises for the ICT Manager Provide support through the provision of ICT technical support, training and familiarisation to Compassion in World Farming staff at all locations 3. ACCOUNTABILITY The post-holder, in ensuring provision of the ICT network, is key to smooth and efficient running of the organisation s administration Responsible for the day to day running of ICT Operations including backups and virus checker Responsible for managing all Compassion in World Farming ICT infrastructure assets including software licensing and compliance, asset register of all IT assets and MAC (Moves, Additions, Changes) to the IT infrastructure Responsible for the purchase of selected ICT equipment, consumables and services as directed by the ICT Manager 4. RELATIONSHIPS Develop professional working relationships with all Compassion trustees and employees including remote workers and international staff Develop and maintain effective, professional working relationships with external IT agencies, consultants and suppliers

2 6. PERSON SPECIFICATION Requirements to carry out the job effectively (and which may be developed). The requirements listed below are representative of the knowledge, skill, and/or ability required. ESSENTIAL DESIRABLE Knowledge Sound applied and theoretical knowledge of: Raisers Edge support and administration Microsoft Desktop Operating (especially VOIP solutions Windows XP and Vista) and application systems Blackberry Enterprise Server Local and wide area networking and Microsoft SQL server 2000/ 2005 configuration of switch / router / firewall VMware Knowledge ESXi, ESX, VSphere 4.0 TCP/IP and Internet technologies Citrix Administration Windows Server 2003 / 2008 administration, Linux Active Directory Open Source Solutions Microsoft Exchange 2007 System Builds ( WorkStation / Server) Backup/Disaster Recovery Dell, HP Sever knowledge Remote Gateway Server IP based telephony systems Anti-Virus and Anti-Spam software admin Security administration, including knowledge of intrusion detection/prevention solutions Education / Qualifications Educated to degree level or equivalent in computing ITIL Certification MCP or MSCE Skills & Abilities Excellent problem solving skills ICT Project Management skills with ability to Provision of excellent internal and external customer service deliver desired outcomes on time and within suitable time frames Proven ability supporting a multi-server site Understanding of health, safety regulations and Able plan and prioritise workload and manage best practice affecting ICT conflicting demands Understanding of Data protection requirements Excellent 3 rd party management skills Ability to analyse data and provide Understands the importance of confidentiality and ensure that confidentiality is maintained recommendations Ability to work independently within guidelines Excellent attention to detail Change management (moves and changes) skills Personal Qualities Strong interpersonal and communication skills, both oral and written Strong customer service ethos Highly motivated self starter, able to work on own initiative with minimum supervision and committed to self-development Team player Other Interest in Farm Animal Welfare issues and / or a desire to know more

3 7. PRIMARY RESPONSIBILITIES Essential duties and responsibilities include the following: Other duties may be assigned. ICT support requests and incident administration Provide 1 st and 2 nd Line technical support for Compassion in World Farming s ICT desktop environment including PCs, laptops, palmtops, telephones and peripherals, answering telephone, voice mail, , and in-person requests for staff in all locations including international staff and remote workers Maintain a high degree of customer service for all support queries and adhere to all service management principles Define and review procedures and SLAs in consultation with the business and manage all calls within these Record, prioritise, track and monitor calls within the problem management database to the point of closure or, where necessary, escalate to the ICT Manager or appropriate external technical support or third party vendor Take appropriate action to reduce repeat incidents including identification of repeated service issues, managing technical resolution, delivering training and familiarisation. ICT infrastructure and telecoms maintenance and development Ensure as much as possible availability of key Compassion in World Farming systems Make recommendations to enhance functionality, improve service delivery and facilitate smooth running of the Compassion in World Farming group Maintain and upgrade software and hardware for key systems, including the database and website Maintain IT security across the Compassion in World Farming group: i. Anti-virus ensure all devices connected to the Compassion in World Farming network have managed anti-virus ii. Firewall manage hardware and software firewall services on the Compassion in World Farming network, ensuring latest updates installed and annual penetration testing is carried out. Manage new security threats and respond appropriately to any breaches iii. SPAM filtering & Anti-Spyware technologies manage and continuously improve spam filtering management and anti spyware solutions iv. Security patching ensure that patching is carried out to all desktop PCs and Servers v. Maintain physical security of server room and access to the premises alarms / door entry Ensure that that all ICT-based equipment complies with Health and Safety legislation Assist in the development and maintenance of systems documentation, providing build notes, system configurations, process documentation and maintain up to date logs on changes to key systems. Work within the ICT Programme Management process for initiation, review and delivery of ICT related projects Network administration Create, maintain (password recovery, name changes etc.) and delete user accounts in the ICT infrastructure environment e.g. Active Directory (AD), Exchange, phone system, etc. as required. All aspects to be carried out in accordance with procedures Perform all aspects of Distribution List and Public Folder administration within Microsoft Exchange, Perform all aspects of Microsoft Windows AD Server administration including proactively monitoring service level performance of hardware and software and reporting any performance issues to the ICT Manager, monitoring file servers for viruses, and keeping server anti-virus signatures current.

4 Backup and disaster recovery (DR) Ensure that all key systems are backed-up in accordance with procedures on a daily basis Perform ICT risk analysis to identify points of vulnerability and recommend disaster avoidance and reduction strategies and measures Assist in the development, maintenance and testing of the Compassion in World Farming ICT DR plan Ensure that appropriate DR processes are completed to ensure business continuity Ensure records required for ICT recovery are identified and properly maintained.

5 8. ADDITIONAL TASKS To assist with other departmental duties where necessary, as listed below: As part of your employment you may be required to travel anywhere within the world in order to carry out the duties of your employment Due to the nature of the role, there may be a requirement to carry out some work out of office hours. This work is to be arranged in accordance with procedures Provide ICT support for specific projects. Keep up-to-date with the latest technologies and maintain knowledge of relevant ICT issues and equipment, undertaking and participating in training and development as necessary Take due and reasonable care of oneself and others in respect of Health & Safety at Work Act in accordance with the principles of Compassion in World Farming s Ethical Policy Act in a manner that enhances the work of the Compassion in World Farming and its overall public image Contribute to the overall aims of Compassion in World Farming In all work activities, comply with data protection legislation and Compassion in World Farming s requirements for the protection of personal information and the privacy of individuals Provide formal and informal training at the request of your line manager, senior manager or a director, on your areas of expertise, to other members of staff, work experience students, trustees etc. Take initiative to establish constructive relationships with other organisations in liaison with your line manager Work on projects / tasks as specified by the Management / Directors Attend and participate in meetings The job description is not exhaustive and you may be asked to carry out additional tasks which are appropriate to your experience, as required by your line manager Signature of Line Manager... Date... Signature of Employee... Date...