Contract Duration: 1 year (renewable)



Location: Cairo Egypt



Pay Band H/4



Salary: 7709 EGP/month + medical insurance



Closing date: 26 August 2021



Role Purpose



To provide the IT support to BC staff
in Egypt offices and to ensure that the IT services meet business operations
needs corporate standards and service level agreements.



Function Overview



Be prepared to work unsocial or
varied hours in order to ensure high standards and appropriate customer service
flexible working hours.



The British Council operates 7 days a week
morning to evening. The job holder will be expected to work in some evenings
according to schedule.



The postholder will work on a 5-day week shift
basis and is entitled to 2 days off (not necessarily Fri -Sat) in some cases
non consecutive days off.



Shift Scheule is subject to change and
flexibility in adjusting hours of work is essential when there is an
operational need to do so.



Visits to other British Council sites will be
regularly requested.



Main Accountabilities



IT services and Support

·      
Supervise regular checks on IT services (e.g.
LAN/WAN connectivity Internet IP telephony video/teleconference Queuing system
reception screens email global applications)

·      
Coordinate with service providers of Internet
telephone system and support contracts.

·      
Work closely with IT assistants to ensure all
computers/servers/peripherals are functioning and the help desk support is
properly provided.

·      
Handle regular communication with all staff for
service outage changes phonebook update

Inventory System

·      
Supervise stores in/out processes and updates on
user custody sheets.

·      
Make sure that the inventory sheets are consistent
with stores logs and user custody sheets.

·      
Prepare the sale list and ensure that sold items
are removed from the inventory list.

·      
Provide regular reports on inventory consumables need
repair list and spares.

·      
Maintain and update lists of software licenses.

Procurement

·      
Ensure that the procured IT equipment meets the
standard specification.

·      
Adhere to the procurement policy and ensure that
all procurements of goods and services are to be based on value for money.

·      
Supervise testing newly procured IT hardware and
software.

·      
Manages contracts with vendors.

·      
Global Service Desk GSD and Service-Now

·      
Checking the Service-Now queue in order to resolve
and/or dispatch incidents to IT assistants.

·      
Handle incidents service requests and change
requests that need HUB intervetion.

·      
Make sure day-to-day incidents are handled as per
GIS service level agreement and local IT support protocol.

Teaching Center support

·      
Supervise the dedicated IT support provided the
Teaching Center according to a shift-based schedule.

·      
Manage regular check on IT facilities in teachers
room and classrooms.

Team Leadership

·      
Manage a group of IT assistants and provide
guidance for better performance time management customer care and technical
support.

·      
Follow up on the queues of incidents and tasks
assigned to the IT assistants.

·      
Act as a technical focal point for users and IT
assistants.

·      
Manage IT assistants Rota leaves and overtime.

Compliance

·      
Make sure that the Councils IT policies and
standards are adhered to.

·      
Apply British Council policies and standards to
tasks related to IT security disposal of IT equipment Health&Safty software
licenses antivirus updates usage of IT services data backup/restore business
continuity plan and people management.

·      
Ensure that only British Council approved and
licensed Software hardware is located on the IT infrastructure with regular
audits to ensure that users (Front office and Back office) retain system
conformance.

·      
Coordination with Information Governance team for
data security and risk & compliance.

Essential Requirements



Qualification & Experience

·      
Bachelor Degree in relevant field

·      
Fluency in English and Arabic

·      
MCSA/MCSE 2008 Certification

·      
At least 3 years experience working in IT

·      
Proven experience in team management

·      
Proven knowledge of Network Infrastructure

·      
Proven knowledge of Windows server administration

·      
Proven knowledge of Help desk.

·      
Proven knowledge of Windows 10

·      
Proficient user of Microsoft office applications.

·      
Proven experience using IP telephony

Desirable Requirements

·      
Proven experience using Cisco Switches
configuration

·      
Proven experience in Call centre technical
management

·      
Proven experience in Audio-visual systems

A connected and trusted UK in a more
connected and trusted world.

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