Main Purpose of Job:

The Information Technology Support Officer (ITSO) is responsible to the Corporate Services Manager (CSM) and Corporate Services Director (CSD) for the day-to-day leadership and management of the IT in the areas outlined below, with the aim to deliver a first-class service in support of High Commission and consulate staff, their Sections and the High Commission’s wider objectives under the Country Business Plan (CBP) as they relate to Canada.

Lead and manage the IT department within Corporate Services, ensuring accurate and timely processing of routine and ad-hoc requests for assistance with setting up, operating and maintaining officially supplied IT systems in keeping with IT and security requirements.  Liaison and escalation of complex issues and projects with FCO and external stakeholders.  Overseeing strategies, action plans, inventories, delivery and evaluation of services provided.  To manage own time and workload effectively to ensure delivery of the following roles and responsibilities of the job in line with the Corporate Services Charter.

Roles and Responsibilities:

Leadership & Communication
Work with the CSM and the Senior Technical Security Officer (STSO) to:

• Develop, implement and communicate a clear and innovative IT Services Strategy, seeing the Big Picture in order to support wider FCO efforts to update and develop new, more flexible, higher quality, cost effective and ‘smarter’ IT solutions for customers on the CANET platform (staff, Sections, High Commission, consulates, network, London).
• Engage with People and work with others (individual, team/section meetings, committees, Exec & Internal Comms Assistant and events officer) to communicate (verbal, visual, WhatsApp, email) the IT vision and timelines to keep staff informed about IT issues in general, especially on IT systems performance.

IT Devices and Systems

• Support the Induction process for new staff on IT-related topics.
• End-user training and support in line with IT security requirements and Standard Operating Procedures (SOPs) relating to the use of officially-provided IT systems, which may include laptops, PCs, standalone systems, fixed and mobile phone systems, officially supplied software and video conference systems.
• Maintaining up to date inventories of all IT assets.
• Management of the Embassy mobile phone contract, ensuring it continues to meet the network’s business needs and represents value for money.
• Management of staff requests and support calls from start to completion, liaising with UK support teams as necessary.

Other

• Play an active role in the Information Management Taskforce and work closely with the Executive and Internal Comms Assistant to provide support and advice on technical aspects of information management policy and processes.
• Support and advice to the IT and Crisis Committees, and other committees/groups/meetings with IT requirements, e.g. King’s Birthday Party (KBP), Section and All Staff meetings.
• Advice to senior managers at Post on IT policy and best practice.  Regional support of Consulates. Ensure back up ITSO if fully trained and supported and able to cover in their absence.
• Financial management of the High Commission’s local IT budget.  IT purchases in line with Purchase to Pay (P2P) arrangements.
• Maintaining relevant IT team knowledge/skills through internal/external development opportunities based on the 70:20:10 model.

Resources Managed:

IT Inventory including mobile phone and laptop kits including wires 

ICT Forecast and Actual spend

• Successful completion of two years of an acceptable post-secondary educational program in computer science, information technology, information management or another specialty relevant to the position, or equivalent recent professional experience.
• Experience providing technical support services, troubleshooting and advice to clients on Microsoft windows desktops, network applications and infrastructure services.
• Experience providing technical support to end-users in an IT Service Desk environment.
• Experience following standard IT troubleshooting procedures and logging information into a ticketing system.
• Experience coordinating or assisting with IT asset management.
• Valid Canadian Driver’s License and ability to self-drive official vehicles.
• Experience in stakeholder management and customer engagement.
• Excellent customer service and teamworking skills
• Ability to coordinate, prioritize and organize multiple tasks
• Ability to investigate IT issues and devise solutions
• Ability to communicate effectively orally and in writing
• Ability to think critically and creatively
• fluency in the English language