Job Title: IT Officer Reports to: Head of Systems & Development Hours: Full Time Main Job Purpose Perform systems administration and provide first and second line of IT support of the computer systems and networks of the organisation through a help desk system, install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person oversee system administration function to ensnure smooth running and utilisation of daily IT operations and services Key Result Indicators To ensure IT service availability for users and regional offices (UK and overseas) To provide a complete support service for users in case of incidents/requests To ensure all systems are administered to ensure that users access to systems are managed and systems settings are up to date Accountabilities: General Provide suitable IT services to different organisational functions by inter-departmental collaboration, and needs assessment followed by system and technical support to enable optimal performance for organisation and users. Monitor service desk to ensure resolution of support requests according the SLA IT Services include: Networking File sharing Email Web applications/in-house systems (AMS, DMA, PMS etc) Support systems including the Helpdesk system Provide adequate support to users in timely manner, through utilisation of help desk system, to minimize disruptions to users. To deliver system administration tasks through best practice processes to allow efficient running of organisation on day to day basis. Train and assist staff in using different IT software, systems as appropriate Produce reports from key systems when requested by authorised organisation stakeholders. Equipment Deploy new and refurbished workstations, laptops and peripheral equipment via the correct configuration of equipment, logging/tagging equipment to safeguard equipment (value for money), provide adequate service/equipment to meet employee needs. Maintain workstations and laptops, printers, audio/visual (Set up projector) equipment by installing & maintaining, configuring, troubleshooting, repairing and updating to provide adequate service/equipment to meet employee needs. Removal/disposal of non-functional equipment software by conducting maintenance checks, erasing confidential info, removing asset tagging to safeguard HA, comply with Data Protection Act, protect HA assets, provide tools that are fit for purpose and comply with Health & Safety Assure that all software on HA equipment is licensed and keep record of licenses, cross reference expiry dates maintain checklist an action timely fashion to comply with legislation and ensure business continuity. Track license and support contracts to include notification of renewal timeframe to management. Network Monitor/maintain network by maintaining, troubleshooting, and repairing cabled, wireless and other network infrastructure to ensure network functionality and availability to all system users. Security Maintain local and server based anti-virus software by installing up to date software, scheduling updates, routine scans to safeguard charity cyber-attacks and other threats and ensure normal running of systems, Inform and train users and management in how to adhere to HA global and local security ICT policies, communicating providing insight on policies and procedures, deliver training to prevent breaches, promote best practise, safeguard charity against cyber-attacks and ensure normal running of systems, In case of virus infection, clean out affected equipment, via system restore, scans, formatting, installing cleaning software to safeguard charity against threats and ensure normal running of systems, Provide Users Assistance; Handle the relocation of computer equipment as a result of office or personnel changes. Setup new user accounts and email accounts. Troubleshoot, and repair user accounts and email accounts, assist in resetting passwords. To provide adequate service/equipment to meet employee needs in timely fashion, responsive and minimal disruption. Training Train new and current employees on computer software and ICT systems. Create material and presentations for trainings and reports. Assess user capacity and suggest trainings and areas in need of improvement to increase users’ level of competency, promote self-service support, and knowledge sharing. Routine Administrative Tasks Create and maintain inventory, which may include hardware, software and various items such as laser printer cartridges and peripheral equipment, via asset tagging, adding to asset lists to ensure transparency and availability of equipment Maintaining documentation of processes, procedures, and troubleshooting guides related to IT equipment and support. Keep ICT equipment, storage area and work area clean and organised. Other duties: Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies for self development and to benefit the charity. Any other task and duties assigned by the Infrastructure Engineer. Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned. Work environment: Indoors: 90% Outdoors: 10% Working Days: 5 Working Days Days off: 2 Days Off Working Hours: 9:00 AM 5:00 PM Competencies: Competencies are descriptions of the skills, abilities and characteristics that are associated with effective performance in a job. Advance English speaking/writing Ability to think logically in a pressurized working environment Ability to work well in a team Problem solving skills Ability to prioritise your workload Ability to explain technical issues to non-technical users Job requirements: Degree level qualification in IT or computer sciences or equivalent 2-3 Years of Experience- general IT practitioner Experience Windows 10 Computer Skills English essential. Arabic and east Asian language is a bonus. Please note- if you fail to hear back from us within 4 weeks then please assume your application was unsuccessful.