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									                                                                                                    Role Profile

Job Description

 Job Title                   Regional IT Officer

 Directorate or Region       EU Europe              Department/Country         Regional IT Hub Poland, GBS

 Location of post            Warsaw, Poland         Pay Band                   G

                             Senior Regional IT
 Reports to                                         Duration of job            Indefinite

 Purpose of job:

 The Regional IT Officer provides activities involved in delivering GIS IT Services. This role performs
 Incident Management, Problem, Change, Release Task activities and the role of Incident Coordinator as
 directed to maintain availability of services within set service levels.

 Context and environment: (e.g. dept description, region description, organogram)

 This post will be a part of the Regional IT Hub, Warsaw which primarily supports the European Union,
 Wider Europe, Sub Saharan Africa and Americas regions of British Council.

 Our infrastructure currently utilises the following software for its key areas of functionality:

    Microsoft Windows Server 2003 SP2 / 2008 R2(server operating system)
    Microsoft Exchange Server 2003 SP2 / 2010 (messaging)
    Microsoft System Center Configuration Manager 2007 R2 (systems management)
    Microsoft System Center Operations Manager 2007 R2 (systems monitoring)
    Microsoft Internet Security and Acceleration Server 2000 (web caching/filtering)
    Microsoft Office SharePoint Server 2007/Sharepoint (2010) (collaboration), MS SQL
    McAfee VirusScan Enterprise 8.7i with ePO (antivirus and security suite)
    Symantec Backup Exec (backup)
    Microsoft Windows XP SP3 / 7 (client operating system)
    Microsoft Office 2003 SP3 / 2010 (office suite)
    Active Directory integrated wireless infrastructure utilising RADIUS server

 Accountabilities, responsibilities and main duties:

 Service desk and incident management - The processing and coordination of appropriate and timely
 responses to incident reports, including channelling requests for help to appropriate functions for
 resolution, monitoring resolution activity, and keeping clients appraised of progress.

 Problem, Change, Release tasks – Addressing assigned tasks to perform activities related to problem,
 change and release lifecycle.

 Incident Coordination – Performing the role of Incident Coordinator - being the owner of Hub IT queue
 in global ticketing system (Service-Now). Being accountable of distributing the work according to the
 current workload and balancing it accordingily to staff availability, tracking and escalating possible

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SLA/OLA breaches and process anomalies.

Key relationships: Country and regional teams, Country IT Managers, External suppliers

Other important features or requirements of the job
(e.g. travel, unsocial/evening hours, restrictions on employment etc)

Occasional overseas travels, flexible working hours as required.

                                     Right to work in Poland
Please specify any passport/visa
and/or nationality requirement.      Password valid for 1 year

Please indicate if any security or   N/A
legal checks are required
for this role.

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Person Specification
                   Essential                                           Assessment stage

                  Creating shared purpose                              Not assessed at the
                  (Essential) – Communicated an                        recruitment stage
                  engaging picture of how we can
                  work togheter

                  Connecting with others (More                         Interview
                  demanding) – Actively
                  appreciating the needs and
                  concerns of myself and others
                                                                       Not assessed at the
                  Working together (Essential) –                       recruitment stage
                  Establishing a genuinely common
                  goal with others

                  Being accountable (More
                  Putting the needs of the team or
                  British Council ahead of my own                      Interview

                  Making it happen (More
                  demanding) –
                  Challenging myself and others to
                  deliver and measure better results                   Interview

                  Shaping the future (Essential) –
                  Looking for ways in which we can
                  do things better
                                                                       Not assessed at the
                                                                       recruitment stage

 Skills and        User Support Skills – Level 2                       Short listing
 Knowledge         Receives escalated problems,                        & Interview
                   gathers further information and
                   resolves or channels to appropriate
                   support function. Resolves
                   Complex problems affecting use of
                   ICT systems to maintain underlying
                   business processes

                   Technical Support Skills Level 2                    Short listing
                                                                       & Interview
                   Capable of understanding and
                   communicating technical issues
                   with non-technical colleagues
                   Immediately responsible for
                   maintaining agreed service levels.

                   Very good written and verbal
                   communication skills in English and                 Short listing

                                                                     3 of 4            Page 3 of 4
                 Polish                                                           & Interview

Experience       At least 3 years of experience in IT   McAfee, IIS, mass         Short listing
                 (Windows Server 2003/2008,             deployment, SCCM,         & Interview
                 Windows XP/7, MS Office                Exchange,
                 applications, LAN/WAN                  virtualisation
                 networking, backups), Backup

                                                        PC & Server
                                                        (preferably Dell)

Qualifications                                          MSCA in Windows           Short listing
                                                        2000 or 2003              & interview
                                                        platforms (or
                                                        equivalent in
                                                        Windows 2008)

                                                        ITIL v.2.0 or v.3.0

                 Karol Lewandowski, Rafał
Submitted by                                            Date       10.09.2012

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