Reference: 120200380
Location: London, UK
Closing Date: 13 Mar 2012
General Information
The Information Technology (IT) Section forms part of the Corporate Services Division (CSD) and serves as a focal point to establish technology standards of relevance to the Secretariat’s local environment, while applying and supporting the use of computer technology to enhance staff productivity and improve the quality of the Secretariat’s output. The Section contributes to the Secretariat’s IT strategy and contributes to the proper selection of technologies by providing information on advanced and appropriate technology, systems analysis and software acquisition. The section aims to assist all programme areas in meeting their specific information requirements and plays an active role in the building and upgrading of the skills and knowledge of staff in the use of computers and relevant software applications.
The Support team’s role is to ensure that the existing office and associated systems are fully functional at all times, therefore contributing to staff productivity and improving the quality of the Secretariat’s output. The team is also involved in recommending and implementing new systems and upgrades as appropriate.
The team also plays an active role in the building and upgrading of the skills and knowledge of staff in the use of computers and relevant software applications as well as supporting a network of around 350 desktops, 25 servers and associated printers and peripherals.
Job summary
The post-holder works on the IT help desk, providing appropriate and timely first-line support for users working within the Commonwealth Secretariat headquarters.
The IT Systems Specialist reports to the IT Supervisor who has overall responsibility for the help desk and wider support team.
Task description
The post-holder:
- Deals with internal support requests from staff at all levels
- Resolves technical support issues that arise from calls and emails
- Adheres to the agreed help desk processes and procedures
- Assists in setting up hardware and IT applications
- Keeps up-to-date with new internal IT developments
- Analyses faults and fixes them when possible
- Diagnoses problem and takes appropriate action, escalating problems to other members of the support team when appropriate
- Visits users on site when necessary
- Installs, tests, repairs and maintains equipment
- Delivers training to users
- Any other duties that may be required
Person specification
Education/ Qualifications
- MOUSE Certified
- Proficiency in Microsoft Windows 7 and Microsoft Office applications
- Desirable: Proficiency in SQL, MS Exchange, Server 2008/2010
Experience:
- Essential: A minimum of three years’ experience in a 1st and 2nd level help desk support role
- Either certified Compaq engineer or possess other formal hardware training.
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