IT Assistant

International Alert is a growing global peacebuilding organisation. Robust business systems and IT infrastructure are at the core of our ability to achieve our ambitions.​

The IT function is led by the Head of IT, and one IT assistant and outsourced contractors and consultants in the UK and overseas. ​

Broadly, the goals of Alert’s IT team are to ensure that effective and innovative IT provision is in place globally to support the strategic and day to day needs of the entire organisation (UK and overseas).

This position is central to ensuring a high-quality support service is provided to the user community. You will have a solid understanding of the Office 365 administration, Microsoft Office Suite, Microsoft Windows, and hardware set up including laptops, tablets, mobile phones etc.

You will be the first point of call for any IT related queries raised. You must be motivated with excellent communication and organisational skills, along with great interpersonal skills and experienced in providing excellent customer service. You will be solution focused and have a logical approach to tasks, as well as a personable approach which builds strong relationships.

This is a great opportunity to work in a dynamic organisation which endeavours to bring peace around the world.

Role duties and responsibilities:

Help Desk

• Ensure that all calls on the Helpdesk are assigned appropriate owners, including resolving work orders independently where possible
• Escalate calls as appropriate to the Head of IT
• Research solutions to issues and problems logged on the Helpdesk
• Identify trends on the Helpdesk and report these to the Head of IT for resolution

Security / Business Continuity

• Monitor the daily backup and report any issues to the Head of IT
• Complete the daily backup log for audit purposes
• Monitor the Panorma9 solution for any security related incidents, ensuring that patch levels and Antivirus software is up to date
• Keep abreast of security related issues and report to the Head of IT as appropriate.

Installation of hardware

• Maintain disk images for standard Alert hardware, ensuring that new devices such as laptops can be provisioned consistently and promptly
• Make changes to the images / individual builds as required by the Head of IT
• Provision new handheld devices such as iPhone / Android to allow access to Alert systems, whilst ensuring security of these systems

Printers

• Check consumable status of all printers in the London office using P9 and / or other software as appropriate
• Order parts and consumables from the print service provider
• Provide readings to the service provider as required
• Investigate and resolve printer-related issues on the London network, escalating to the service provider where appropriate

Knowledge Management

• Assist with updating hardware and software inventories in the London HQ and overseas locations
• Design and maintain user guides, crib sheets and how to sheets as required
• Responsible for sourcing content and publishing the technology ‘Tip of the Week’
• Design and develop end user training sessions along with the colleagues

Other

• Keep abreast of new technologies and suggest ways to incorporate these technologies if appropriate
• Maintain computers in the London HQ and overseas locations
• Participating in external events as and when required, as well as participating in organisation-wide events and discussions on related topics/projects.
• Carrying out any other duties determined by the Head of IT

Contribute to Alert generally

• Contribute to team-wide communications and knowledge management, and participate in organisation-wide events and discussions on related topics/projects
• Any other tasks as may be reasonably required.

Please note that the above are just some of the role requirements. Please click here to read the full job description, the person specification of which will be used for shortlisting.