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1 Role profile Basic information Job title Department Location Reports to (Job Title) Matrix manager if applicable (Job Title) IT Assistant International Bangladesh Country Office Manager Regional ICT Services Manager Direct reports (Number or ) Overall people management responsibility (Number or ) Matrix management responsibility (Number or) Budgetary responsibility (Amount or Not applicable) Child protection clearance required (if applicable, Standard/Enhanced) Expected travel per annum On call/unsocial hours Not required Occasional travel No Role definition Role purpose To provide effective and efficient IT support to enable the smooth functioning of the IT Systems and Operations in the Country and Field Office. Ensure efficient, accurate, and timely provision of IT support and information; Will work upon request and troubleshoot IT issues as well as train staff on how to troubleshoot ordinary IT related issues and how to report on complex IT issues using IT Help Desk. Role context This role works within the Business Support and Administration Family and is key to driving effective systems and processes that enable the workgroup to meet its operational objectives. The role will be managed by the Country Office Manager and play a key role in maintenance of IT networks and equipment at the Country Office Level. The Post holder will work closely with Country Office 1

2 Manager and Regional ICT Services Manager. Key Tasks and outcomes Ensure quality support in setting up and fixing of PCs, printers, scanners, UPSs and other IT equipment installed in Christian Aid Bangladesh offices. Ensure no pirated copy of software installed in the computer systems. Remove any pirated copy of the software from computer systems. Ensure no software (including language support software s) are installed without prior approval from Regional ICT services Manager. Manage and install software upon request. Ensure provision of IT support as required to Christian Aid Bangladesh staff upon request. Solve basic user issues on Microsoft Office 365, Microsoft SharePoint etc Engage with users on a predefined daily work list to highlight or resolve issue Train users on how to raise services requests to IT HELP DESK JIRA platform Provide regular reports to management detailing number of issues raised and resolved. Maintenance of Printers, Scanners, Fax and other IT equipment. Ensure uninterrupted functioning of IT system and IT equipment in the office Providing training and guidance to staff to tackle simple and small IT issues in their computer. Ensure issues related to server are reported immediately upon occurrence to Country Office Manager and Regional ICT Services Manager. Server related to problem in Server must be carried out in only as per the guidance and instruction of the Regional ICT Service Manager. Ensure minimum internet down time. Immediately report internet and network related issues to Country Office Manager and Regional ICT Service Manager. Ensure timely and quality service delivery by Internet Service Provider. Responsible to take care of Modem and Router. Immediately report issues to the internet service provider for replacement and repair of the faulty equipment. Configure MS Outlook on smartphones (ios and Android) and ensure the configuration is done only after CA process of request and approval is followed. Update Anti-Virus Programme monthly to all the computers. Upgrading, troubleshooting, maintaining of all the PCs under the LAN System. Network troubleshooting, configuring (if needed) of the existence LAN system. Ensuring timely replacement and repair and updating of Computer related hardware. Ensure that the office IT systems and procedures are being followed in line with CA requirements, Assist in all IT related procurements like quotation collection, comparative analysis of quotations, physical verification etc. Maintain stock register for all IT equipment and give NOC from IT to all leavers after submission/return of all IT equipment issued the them. Role requirements Relationships External Internal Liaise with vendors, service providers and regulatory authorities to achieve role objectives and purpose. Liaise with Country CA staff and Regional ICT Service Manager to achieve 2

3 Decision making role objectives and purpose. Working within the network of the Country Team, sharing knowledge and best practices across the organisation The ability to make day-to-day decisions to assist in the IT and administration issue and smooth running of the workgroup. Make sound decisions in the absence of the COM and be able to maintain the smooth running of IT operations, with approval from the Country Manager. Providing advice on IT policies and procedures to Country Office staff. Support the maintenance of all IT equipment. Analytical skills Ability to apply logical thinking and common sense to routine straight forward tasks, gather, collate and analyse information related IT issues to provide solutions to day to day issues. Occasionally provide analysis or advice on IT operations. Developing self and others Continuously look for opportunities for self-development. Give and receive honest and open feedback in a timely manner. Able to share knowledge and best practice across the Country Office. Ability to provide basic IT training to users enabling and supporting them for uninterrupted IT services. Person specification Applied skills/knowledge and expertise Extent/type of knowledge, skills and experience required, extent to which a source of expertise to others. (Maybe a professional qualification but may be skills and knowledge gained through experience) Essential Should have a graduate degree or equivalent in IT/Computer Applications from a recognized University or a diploma in Hardware and Networking (such as ICE/CSC/CSE/ ETE/ ECE/ EEE ) from an institute of repute At least 3 years experience in providing Level 1 Desktop and LAN related ICT support to computer users in an office environment. Should be able to troubleshoot ICT problems related to MS OFFICE, Internet Explorer 9 and above, MS exchange servers and databases. Sound knowledge and experience of providing basic support to modern databases used by Finance, HR, Programme Operations etc Should have experience of configuring MS Outlook on smartphones (ios and Android) Experience with using and supporting Microsoft Office 365, Microsoft SharePoint, Microsoft OneDrive and Microsoft Skype for Business Previous experience working with a service desk tool Knowledge and hands on experience of laptop Servicing, Monitor servicing, Hard drive Servicing, solving problem. Demonstrable experience of working in a culture of continuous delivery and improvement. 3

4 Ability to learn new IT skills and programs. Good oral and written communication skills in English and Bangla. Able to maintain confidentiality and use of discretion where appropriate and must be dependable and trustworthy Must exercise good customer service skills to both internal and external clients Self-motivated, focused and persistent Highly disciplined and able to resolve IT issues in a time efficient manner. Desirable Advanced user skill in MS- Excel, word and PowerPoint. Ability to manage a wide range of complicated issues. Clear and confident telephone manner IT competency required Intermediate Competency profile LEVEL 3: You are expected to be able to: Build partnerships Work in a reliable, helpful and cooperative way with all colleagues and provide help to others without needing to be asked. Willingly participate in team work and contribute ideas, including those that may be beyond Your own or your team s role. Keep others informed about what is going on in your own work area. Treat everyone with courteousness, dignity and respect, accepting that people are different and have different views. Act and behave consistently with what you say. Steward resources Use resources economically, whether these are Christian Aid resources or wider environmental resources. Recognise that time is a resource and take responsibility for managing your time effectively. Deliver results Agree your work plan, keep track of your own progress and keep others informed. Check the quality of your own work and deliver to expectations. Seek clarification and support from your manager when needed and to ensure appropriate sign- off. Respond promptly to the requests of others, seeking guidance on priorities and workload when needed. Consider the consequences of your actions, including the impact on your work and colleagues. Take personal responsibility for your actions. DATE CREATED (dd/mm/yyyy) 02/12/2017 4

5 Further details of specific tasks and duties will be agreed with the line manager as part of the performance agreement. Any reasonable duty may be assigned that is consistent with the nature of the job and its level of responsibility. This role profile is not prescriptive; it merely outlines the key behaviours the role-holder requires to be successful in the role; the key behaviours and responsibilities are subject to change. Any changes will be made in consultation with the role-holder. You will be expected to abide by the Code of Conduct, policies and procedures within Christian Aid which may be updated from time to time. You must be in sympathy with the aims, beliefs and values of Christian Aid as it seeks to work on relief, development and advocacy for poverty eradication. 5