FORUM FOR THE FUTURE Current Holder Job Title: Name of Organisation: Location: Responsible to: Salary: Working Hours: Contract: Special Conditions: Holiday: Equal Opportunities: Vacant IT Support Officer Forum for the Future (registered charity no 1040519) London Office IT & Administration Manager 19477-21594 (plus 3550 London Weighting Allowance) Currently 37.5 hours per week. The pattern of hours may vary according to operational needs Personal circumstances must allow the successful candidate to work outside normal office hours and at other locations if necessary to carry out essential work This is a permanent contract with one month notice on either side. This role will involve occasional travel within the UK. In a position of this nature occasionally some work may be required at evenings or weekends. No enhanced or overtime payments will be made for this. Time off in lieu can be arranged with the IT and Admin Manager subject to Forum s Flexible Working policy 25 days per annum pro rata plus statutory holidays. There is no carry over entitlement. The Forum strives to be an equal opportunities employer and commitment to this process will be expected. Date Written: December 2013 The Forum has a no smoking policy. Full details of Conditions of Employment are set out in the Forum Employment Contract, the main features of which are standard to all staff.
A. JOB SUMMARY: With the Forum IT Team providing Forum-wide IT support for software and hardware for system users. The IT Support Officer will act as first line support for all software and hardware calls backed up by the IT and Administration Manager and Intranet and Database Officer. B ORGANISATION CHART Sally Uren CEO Rebekah Deboo PA to CEO Ros Parker Director of Finance and Operations Ann Leahy Group Accountant John Bishop IT and Admin Manager Helen Saunders Human Resources and Knowledge Manager Reepa Akhter Finance and HR Assistant VACANT IT Support Officer Julian Glaser Database and Intranet Officer Sophie Kennedy Resources Assistant C RESPONSIBILITIES Action Maintain user Laptops, PCs and other kit to agreed hardware and software configuration including day-to-day responsibility for: Laptop builds and testing Ghosting User setup and decommissioning Periodic software upgrade programmes Smart phones & IPLDK phone network Provide a user help-desk and troubleshooting service including: Immediate in-house response including support for international staff and other remote workers as appropriate. Delegating calls to other IT team members Logging calls with external support company as appropriate Monitoring outstanding unresolved calls Troubleshooting technical problems and issues with Forum websites and intranet. Result Equipment and profiles for users joining Forum are ready for use on arrival. Equipment configurations are documented and optimised for performance Equipment is updated with latest configuration changes. Equipment, data and profiles of users leaving Forum are checked-in, archived, deactivated or transferred as appropriate. Problems are resolved quickly and user downtime is minimized. Staff are kept informed about progress of essential updates and other IT related issues that might affect their work IT and Administration Manager is kept up to date on call status. Intranet and Website uptime is maintained and Comms Team and Forum IT & Administration Manager kept
Logging calls with website developer Maintain hardware inventory including: Registering and logging new kit Monitoring and storing bookable kit Monitoring hardware warranty periods Registering kit with members of staff and informing them of their responsibilities Support system security and performance with particular responsibility for: Daily backup procedures including telephone system and voicemail Monitoring and deploying antivirus updates Monitoring server drive space and performance up to date on website support related issues. Equipment register is fully up to date and equipment easily identified in case of theft. Staff are briefed on their responsibilities for their kit The network is kept secure against viruses, hackers, data loss and other threats. The network runs efficiently and network resources are used effectively. Assist the IT and Administration Manager in analysing performance issues and developing and implementing upgrades to the network. Take responsibility for specific upgrade projects. Provide on the job training to new users on the use of network, e-mail, Salesforce, MS-Project, Video Conferencing and use of spare laptops Ensure instruction manuals and briefings for office software and hardware are available on Forum s main server Provide backup support to other IT and Admin team members including: Intranet & Web updates Microsoft Project Microsoft Sharepoint Daily office admin support Other cover for absences Cross-train with other IT team members. Create and maintain good technical documentation Staff have a good understanding of their hardware and software applications, can use them effectively and are enabled to become self-supporting where possible. Documentation is up to date and stored in the appropriate location. Effective and comprehensive IT (and admin) support is available to staff Team workloads are spread evenly. Team skills are developed and team members are able to cover for each other effectively. Provide emergency call support on a rotational basis Attend team and all-staff and Awaydays (some of which involve overnight stays) Forum-wide knowledge and values are built and shared.
D PERSON SPECIFICATION Essential Demonstrable relevant experience in computing or information management A sound knowledge of Microsoft operating systems and Microsoft Office 2010 Good knowledge of Microsoft Outlook A sound understanding of network and computer security. Experience of configuring handheld devices, smart phones Strong problem-solving skills; ability to research and assess new equipment, troubleshoot and identify solutions Ability to juggle urgent support calls and longer-term projects Ability to work on own as well as part of a team Demonstrate a thorough and methodical approach to work Proactive self-starter with demonstrable enthusiasm Service driven, with an understanding of staff requirements and orientation towards service of others. Desirable A working knowledge of Microsoft Back Office including Exchange 2010 Experience with Share Point, Microsoft Project, Salesforce An interest in the sustainable development and environmental agenda A list of essential software in use can be found in the appendix attached. JOB DESCRIPTION AGREEMENT Date: Job Holder's Signature Manager's Signature Date:
Appendix 1 Software Client Client software is configured for HP Probook 5320m and 5330m (i5) Microsoft Windows 7 Enterprise (64 and 32 bit) Microsoft Office Professional Plus 2010 and OWA Microsoft Project Professional 2010 Microsoft Forefront UAG Cisco VPN McAfee Virus Scan Enterprise 8.8 Norton Ghost 15 Server Two VMware hosts in London and one VMWare host in Cheltenham with a storage area network hosting 23 virtual servers. Microsoft Windows 2008 Server Enterprise R2 Microsoft Exchange Server 2010 Enterprise with Blackberry BES McAfee EPO Symantec Backup Exec 2010 Microsoft Share Point 2010 Microsoft Project Server 2010 Microsoft SQL Server 2010 Microsoft DFS (Distributed File System) Microsoft DPM 2010 Cloud Salesforce CRM Messagelabs mail and web scanning Blue Jeans video conferencing bridge