Service Desk Analyst Administrative Support, Institute for the Study of Muslim Civilisations

2 weeks ago

London, Greater London, United Kingdom Aga Khan University Full time £40,000

Institute for the Study of Muslim Civilisations

Location

London, United Kingdom

Introduction

One year fixed-term contract

Salary: £40,000 per annum

The Aga Khan University (International) in the United Kingdom is recruiting for a Service Desk Analyst for a one-year contract. The position holder will be responsible to manage and provide ICT technical support to all End User Computing (EUC) equipment like Desktops, Laptops, Printers, Scanners, Multimedia, Network and other ancillary services such as Videoconference support for the Institute. They will also be responsible for continuous review of the EUC service offerings, seeking to improve and increase user satisfaction and deliver an excellent user experience. Management of the EUC hardware and software estate, ensuring compliance, governance and service level agreement (SLA) are also important aspects of the job.

Responsibilities

Main Duties

  • Installing, configuring and maintaining desktops, laptops, printers and applications for both hardware and software. Maintaining and troubleshooting issues related to handheld (iOS, Android, Windows, etc).
  • Enable closer integration of the IT infrastructure of the constituent organizations by the innovative use of technology.
  • Day-to-day IT Operations & Services of telecommunications and video conferencing infrastructure, ensuring its availability and reliability at all times; and providing technical support for classes, meetings and events, including those held in the evenings or weekends, requiring audio/video/web conferencing or recording facilities.
  • Ensure network uptime and troubleshoot wired and wireless network infrastructure.
  • Set up and manage user accounts, ensuring that access issues are resolved speedily.
  • Help to monitor IT-related policies to ensure the appropriate use of IT services and equipment.
  • Ensure the IT infrastructure is up to date by implementing upgrades, improvements and replacements.
  • Implement good practice guidelines around systems security, system maintenance and system availability.
  • Troubleshoot hardware, software and network problems and apply safe and sustainable solutions.
  • Ensure the appropriate licensing is in place for all IT end user equipment, applications and services.
  • Provide technical input for projects by advising project leads on available technologies and fit with existing infrastructure as well as contributing towards the technical aspects of project delivery: e.g. cost estimates, procurement, commissioning, configuration, integration, etc.
  • Help in providing technical evaluation for the new products and procurement of IT equipment and services for the constituent organisations
  • Help to maintain the IT hardware and software infrastructure for the constituent organisations, including monitoring, patching and upgrading where necessary.
  • Be a source of expertise by being a point of contact for management for all systems related issues and providing input to the departmental budget.
  • Keep abreast of new technologies, bringing these to the attention of management and exploring their beneficial use for the constituent organisations.
  • Ensure ICT governance and standardization with strict compliance on standard operating procedure as per AKU policy for existing and future end user requirements which include compliance of data, systems and peripherals.
  • Remain up to date with latest technology and advise leadership based on business requirements and technical grounds.
  • Work with respective vendors to evaluate the product as per AKU policies and procedures. Whereas coordinate with desired vendors for the completion of operational task and assignments.
  • Maintain high degree of customer service for all support queries and adhere to all service management principles.
Other Duties
  • Any other duties as required by the IT Operations Manager.
Requirements

Educational Qualifications:

  • A bachelor degree in Computer Science/Engineering or equivalent.
  • Other industry certifications would be a plus.
3 to 5 years with proven skills in the following areas:
  • Strong hands-on experience of end user support and troubleshooting skills related to hardware and software.
  • Knowledge and hands-on experience on productivity tools such as MS. Office 365.
  • Must have strong technical knowledge of operating system both Windows and Macintosh.
  • Good understanding and experience over Active Directory, DNS, DHCP services.
  • Good knowledge on telecommunication and video conferencing technology.
  • Good knowledge of wired and wireless network architecture and support.
Skills and knowledge:
  • Strong analytical and problem-solving skills.
  • Ability to identify gaps and shortfalls in service provision and to address them.
  • Good time management and organizational skills.
  • A willingness to work occasionally outside of office hours, on a TOIL basis, for example to provide technical support for evening and weekend users or events.
  • Strong team working skills with good self-motivation and the ability to work autonomously.
  • Excellent interpersonal skills with the ability to communicate effectively with all levels of users, suppliers and technical staff in a patient and helpful manner.
  • Timely closure of user issues and update the ticketing system for proper record keeping and tracking.
To Apply

Interested candidates should send their CV and completed application form to Incomplete applications will not be considered.

Applicants must have the right to work in the UK.

Applications will be received till 30 May 2024 or till a suitable candidate is found (whichever is earlier).

Note: Due to large number of applications expected, we will only contact candidates short-listed for interview. If you have not heard from us within four weeks after the closing date, please presume that your application has not been successful.

By submitting an application, you provide your consent to the Institute under the General Data Protection Regulations to share the contents of your application with relevant colleagues involved in the recruitment exercise.

Applications should be submitted latest by May 30, 2024

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