Location: / Tower Hill, London / Work Pattern:
Monday – Friday.
37.5 hours per week
Job Purpose: / To support the entire IT and Communication functions within head office and regional domestic violence services including women’s refuges across the country. Refuges are homes for women and children fleeing domestic violence and are therefore high security environments. (Please note that refuges are women and children only environments)
All work carried out refuges is to be performed with sensitivity to the environment. Maintaining the security of sensitive personal data being shared between Refuge service teams is of high importance.
Supporting end users by providing a service desk to ensure a high level of support, availability and integrity of IT systems, including Desktop and Server technologies.
Providing first and second level assistance to all users, managing the service desk call logging system, ensuring calls are logged and escalated where resolutions cannot be found.
Coordinating call resolutions with other IT staff and third party suppliers to resolve problems as quickly as possible, ensuring minimum impact on business.
Where calls cannot be rectified remotely, site visits to regional domestic violence service locations will be carried out to ensure the smooth operation of all Refuge services.
Responsible to: / IT manager / Direct reports:
Main duties:
1. / To manage/co-ordinate the IT Service Desk on a daily basis and communicate IT issues across the organisation.
2. / To maintain Terminal Usage for all users including Active Directory Administration and Exchange Server for new starters and leavers, changes etc.
3 / To assist in managing and maintaining the servers on a daily basis.
4 / To maintain server accounts for all users including Active Directory Administration (Exchange server) for new starters and leavers, changes etc.
5 / To maintain REMIT (in-house Access database) – providing support and rectifying daily faults logged by users, ensuring documents are compiled regularly and escalated as appropriate for complex queries. This will include basic induction to REMIT for new users.
6. / To provide support in the building of personal computers and hardware and in the general maintenance of all IT equipment including equipment that has been provided for women and children‘s use in the refuges.
7. / The removal of virus/spyware/adware from desktops and servers, often remotely.
8. / To source all IT equipment, maintain stock levels of equipment and consumables and obtain quotations; all to be authorised by the IT Manager.
Job Description: / IT Systems Coordinator (continued)
Main duties (cont.)
9. / To support upgraded versions of desktop systems – Windows XP, Vista and Windows 7.
10. / To administer Blackberrys and mobile phones – configuring set up of emails on BES server, configuring handsets, troubleshooting problems, arranging for repairs of faulty handsets etc. Monitor allocation and review call charge contracts.
11. / To ensure the administration of mobile numbers and 3G data cards are up to date and costed to correct areas.
12. / To set up landlines and ADSL lines for new sites and moving lines when sites relocate. Arranging new lines for payphones and installation of payphones at refuges. Providing support with faults and liaising with BT as necessary
13. / To patch phones and data connections at head office.
14. / To provide telephone and web conference support and with web portal.
15. / To maintain and assist with installations of third party software.
16. / To provide support and training for the audio visual equipment at head office, including setup of presentations for internal and external use. This will include smart boards, TVs, DVD players and projectors.
17. / To maintain the door entry system - programming new fobs and issuing for new starters, replacing lost ones, monitoring and carrying out audits. Ordering new fobs from supplier.
18. / To assist with installs of photocopiers/scanning across all sites when necessary, including rectifying problems and calling out engineers as necessary.
19. / To be responsible for updating and maintaining IT section of the intranet, including IT help documents for users.
20. / To create CJSM secure email accounts.
21. / To maintain confidentiality in relation to employee and service user data and other sensitive information.
General
22. / To develop and maintain positive, collaborative working relationships with all Refuge staff to achieve and sustain the reputation of the IT team as a professional support function.
23. / To ensure that confidentiality and security of sensitive information is maintained and complies with the requirements of the Data Protection Act 1998.
24. / To adhere to and co-operate with all Refuge Policy and Procedures, including but not limited to the Health and Safety Policy and Procedures and Equality and Diversity Policy framework and ensure its implementation within the work of the human resources team.
It is essential to the development of Refuge’s service delivery that the post holder is able to respond flexibly to changes in the requirements of this post. This job description is therefore a guide and not an exhaustive list of all responsibilities the post holder may have over time.
Person specification / IT Systems Coordinator /Criteria / Essential /
desirable / Measured by:
(Application form/ interview/assessment)
1 / Education/ qualifications / 1.1 / Good standard of general education / Essential / Application/Interview/ Assessment
2 / Experience / 2.1 / Experience of providing support in a Microsoft server/desktop environment / Essential / Application/Interview
2.2 / Knowledge of upgrading and troubleshooting PC hardware / Essential / Application/Interview
2.3 / Appreciation of hardware compatibility and networking issues / Essential / Application/Interview
2.4 / Experience of providing technical support in an Ethernet environment / Essential / Application/Interview
2.5 / Experience of using & supporting Windows XP, Vista and Win 7 / Essential / Application/Interview
2.6 / Experience supporting Office XP-2010 in a networked environment / Essential / Application/Interview
2.7 / Experience of providing support in a helpdesk/desktop support capacity / Desirable / Application/Interview
3 / Abilities/
skills/
knowledge / 3.1 / Knowledge of Exchange 2010 server and Outlook 2010 / Essential / Application/Interview/ Assessment
3.2 / Knowledge of Windows Server 2008 / Essential / Application/Interview/ Assessment
3.3 / Knowledge of cabling and patching methods / Essential / Application/Interview/ Assessment
3.4 / Exposure to software and hardware rollouts / Essential / Application/Interview/ Assessment
3.5 / Ability to prioritise own workload / Essential / Interview
3.6 / Ability to work effectively on own and in a team / Essential / Interview
3.7 / Enthusiasm to keep abreast of IT and other technical issues / Essential / Interview
3.8 / Excellent interpersonal and communication skills / Essential / Application/Interview/
Assessment
3.9 / Ability to communicate effectively to both technical and non-technical staff / Essential / Interview
3.10 / Ability to work with all sectors of the organisation including users, senior management and the CEO / Essential / Interview
3.11 / Good time management and prioritising skills / Essential / Interview
3.12 / Totally discreet in handling confidential information / Essential / Interview
3.13 / Experience of using strong problem solving techniques in a working environment / Essential / Interview/Assessment
3.14 / Knowledge of virus protection tools / Desirable / Application/Interview/ Assessment
3.15 / Flexibility to travel across all of Refuge’s services as required / Essential / Application/Interview/ Assessment
3.16 / Understanding of and commitment to equality and diversity / Essential / Application/Interview/ Assessment
3.17 / Appreciation of and commitment to the aims and objectives of Refuge / Essential / Application/Interview/ Assessment
3.18 / Ability to work in a confidential and discreet way / Essential / Application/Interview/ Assessment
1
December 2012