JOB DESCRIPTION

Post Holder: Vacant Job Title: ICT Support Analyst Department: Resources Reviewing Manager: ICT Manager 1. OVERALL OBJECTIVE(S) OF THE POST

To provide comprehensive 1st and 2nd line ICT support services, covering the installation, configuration and support of ICT systems. To undertake the investigation and resolution of problems in a timely manner, maintaining a high degree of customer service and ensuring that good communication and documentation processes are maintained.

2. POSITION IN ORGANISATION Reports to the ICT Manager Deputises for the ICT Manager Provide support through the provision of ICT technical support, training and familiarisation to

Compassion in World Farming staff at all locations 3. ACCOUNTABILITY The post-holder, in ensuring provision of the ICT network, is key to smooth and efficient running of

the organisation’s administration Responsible for the day to day running of ICT Operations including backups and virus checker Responsible for managing all Compassion in World Farming ICT infrastructure assets including

software licensing and compliance, asset register of all IT assets and MAC (Moves, Additions, Changes) to the IT infrastructure

Responsible for the purchase of selected ICT equipment, consumables and services as directed by the ICT Manager

4. RELATIONSHIPS Develop professional working relationships with all Compassion trustees and employees including

remote workers and international staff Develop and maintain effective, professional working relationships with external IT agencies,

consultants and suppliers

JOB DESCRIPTION

6. PERSON SPECIFICATION Requirements to carry out the job effectively (and which may be developed). The requirements listed below are representative of the knowledge, skill, and/or ability required.

ESSENTIAL DESIRABLE Knowledge

Sound applied and theoretical knowledge of: Microsoft Desktop Operating (especially

Windows XP and Vista) and application systems Local and wide area networking and

configuration of switch / router / firewall TCP/IP and Internet technologies Windows Server 2003 / 2008 administration,

Active Directory Microsoft Exchange 2007 Backup/Disaster Recovery Remote Gateway Server IP based telephony systems Anti-Virus and Anti-Spam software admin Security administration, including knowledge of

intrusion detection/prevention solutions

Raisers Edge support and administration VOIP solutions Blackberry Enterprise Server Microsoft SQL server 2000/ 2005 VMware Knowledge ESXi, ESX, VSphere 4.0 Citrix Administration Linux Open Source Solutions System Builds ( WorkStation / Server) Dell, HP Sever knowledge

Education / Qualifications Educated to degree level or equivalent in

computing MCP or MSCE

ITIL Certification

Skills & Abilities Excellent problem solving skills Provision of excellent internal and external

customer service Proven ability supporting a multi-server site Able plan and prioritise workload and manage

conflicting demands Excellent 3rd party management skills Understands the importance of confidentiality and

ensure that confidentiality is maintained Ability to work independently within guidelines Excellent attention to detail Change management (moves and changes) skills

ICT Project Management skills with ability to deliver desired outcomes on time and within suitable time frames

Understanding of health, safety regulations and best practice affecting ICT

Understanding of Data protection requirements Ability to analyse data and provide

recommendations

Personal Qualities Strong interpersonal and communication skills,

both oral and written Strong customer service ethos Highly motivated self starter, able to work on own

initiative with minimum supervision and committed to self-development

Team player

Other Interest in Farm Animal Welfare issues and / or a

desire to know more

JOB DESCRIPTION

7. PRIMARY RESPONSIBILITIES Essential duties and responsibilities include the following: Other duties may be assigned. ICT support requests and incident administration Provide 1st and 2nd Line technical support for Compassion in World Farming’s ICT desktop

environment including PCs, laptops, palmtops, telephones and peripherals, answering telephone, voice mail, e-mail, and in-person requests for staff in all locations including international staff and remote workers

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Define and review procedures and SLAs in consultation with the business and manage all calls within these

Record, prioritise, track and monitor calls within the problem management database to the point of closure or, where necessary, escalate to the ICT Manager or appropriate external technical support or third party vendor

Take appropriate action to reduce repeat incidents including identification of repeated service issues, managing technical resolution, delivering training and familiarisation.

ICT infrastructure and telecoms maintenance and development Ensure as much as possible availability of key Compassion in World Farming systems Make recommendations to enhance functionality, improve service delivery and facilitate smooth

running of the Compassion in World Farming group Maintain and upgrade software and hardware for key systems, including the database and website Maintain IT security across the Compassion in World Farming group:

i. Anti-virus – ensure all devices connected to the Compassion in World Farming network have managed anti-virus

ii. Firewall – manage hardware and software firewall services on the Compassion in World Farming network, ensuring latest updates installed and annual penetration testing is carried out. Manage new security threats and respond appropriately to any breaches

iii. SPAM filtering & Anti-Spyware technologies – manage and continuously improve spam filtering management and anti spyware solutions

iv. Security patching – ensure that patching is carried out to all desktop PCs and Servers v. Maintain physical security of server room and access to the premises – alarms / door entry

Ensure that that all ICT-based equipment complies with Health and Safety legislation Assist in the development and maintenance of systems documentation, providing build notes,

system configurations, process documentation and maintain up to date logs on changes to key systems.

Work within the ICT Programme Management process for initiation, review and delivery of ICT related projects

Network administration Create, maintain (password recovery, name changes etc.) and delete user accounts in the ICT

infrastructure environment e.g. Active Directory (AD), Exchange, phone system, etc. as required. All aspects to be carried out in accordance with procedures

Perform all aspects of Distribution List and Public Folder administration within Microsoft Exchange, Perform all aspects of Microsoft Windows AD Server administration including proactively monitoring

service level performance of hardware and software and reporting any performance issues to the ICT Manager, monitoring file servers for viruses, and keeping server anti-virus signatures current.

JOB DESCRIPTION

Backup and disaster recovery (DR) Ensure that all key systems are backed-up in accordance with procedures on a daily basis Perform ICT risk analysis to identify points of vulnerability and recommend disaster avoidance and

reduction strategies and measures Assist in the development, maintenance and testing of the Compassion in World Farming ICT DR

plan Ensure that appropriate DR processes are completed to ensure business continuity Ensure records required for ICT recovery are identified and properly maintained.

JOB DESCRIPTION

8. ADDITIONAL TASKS To assist with other departmental duties where necessary, as listed below: As part of your employment you may be required to travel anywhere within the world in order to

carry out the duties of your employment Due to the nature of the role, there may be a requirement to carry out some work out of office hours.

This work is to be arranged in accordance with procedures Provide ICT support for specific projects. Keep up-to-date with the latest technologies and maintain knowledge of relevant ICT issues and

equipment, undertaking and participating in training and development as necessary Take due and reasonable care of oneself and others in respect of Health & Safety at Work Act in accordance with the principles of Compassion in World Farming’s Ethical Policy Act in a manner that enhances the work of the Compassion in World Farming and its overall public

image Contribute to the overall aims of Compassion in World Farming In all work activities, comply with data protection legislation and Compassion in World Farming’s

requirements for the protection of personal information and the privacy of individuals Provide formal and informal training at the request of your line manager, senior manager or a

director, on your areas of expertise, to other members of staff, work experience students, trustees etc.

Take initiative to establish constructive relationships with other organisations in liaison with your line manager

Work on projects / tasks as specified by the Management / Directors Attend and participate in meetings The job description is not exhaustive and you may be asked to carry out additional tasks which are

appropriate to your experience, as required by your line manager Signature of Line Manager ..................................................... Date ............................................... Signature of Employee ........................................................... Date ...............................................