Deputy IT Support Officer (DTSO) AO (14/24 DAR) at British Embassy | June 2024

The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow.
Job Category
Foreign, Commonwealth and Development Office (Operations and Corporate Services)
Job Subcategory
Corporate Services Support
Job Description (Roles and Responsibilities)
Main purpose of job:

The Deputy IT Support Officer (DITSO) is responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing help desk support. They work with a broad range of infrastructure products and basic networking components. They provide maintenance and support for moderately to highly complex client products and work on one or more projects concurrently as a team member.

Roles and responsibilities:

SERVICE DESK/CLIENT IT SUPPORTS

First point of contact and day-to-day technical support to end users;
Responds to IT requests via multiple sources such as phone and e-mail;
Enters call data into the tracking system.
Interacts with clients in a courteous and professional manner.
Provides user access service.
Diagnoses problems by evaluating multiple options.
Develops checklists and scripts for resolving routine problems.
Escalates problems when necessary.
Documents problem status and resolution in tracking log.
Alerts team members about recurring problems.
Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.
Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.
Follows established procedures for performing configuration changes, updates and upgrades.
Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Provides technical support to meetings that include video conferencing.
Monitors and communicates system status.
Diagnoses and resolves client workstation and mobile device hardware and software issues.
SERVICE LEVEL MANAGEMENT:

Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
Explains service procedures to clients.
Follows up in a timely manner to ensure customer satisfaction.
Keeps performance metrics.
Identifies recurring and potential problems and notifies team members.
Flag any procedures and controls for service improvements to IT Manager.
DOCUMENTATION / INVENTORY

Creates, modifies and reviews documentation of SOPs.
Documents solutions to common problems and responses to frequently asked questions.
Document all procurement documents.
Maintains IT inventory for all IT equipment and/or software in accordance with company policy and procedures.

Resources managed (staff and expenditure):

IT Assets

Essential qualifications, skills and experience
· Diploma in IT/ITIL v4 (Foundation Level)

· Additional: CCNA,

· Network +

· Video Conferencing knowledge,

· Basic troubleshooting.

· Driving skill

Desirable qualifications, skills and experience
· Excellent Windows 10 and MS office experience.

· Experience on helpdesk support environment.

· Experience on internet or telecom Service providers.

Required behaviours
Communicating and Influencing, Delivering at Pace, Making Effective Decisions, Managing a Quality Service, Working Together
Application deadline
14 June 2024
Grade
Administrative Officer (AO)
Type of Position
Permanent
Region
Africa
Country/Territory
United Republic of Tanzania
Location (City)
Dar Es Salaam
Type of Post
British High Commission
Salary
TZS 2,592,585
Start Date
1 August 2024
Other benefits and conditions of employment
The Job holder need to be willing to involve on physical works like loading and unloading staff and walking around in the large compound between offices.

Additional information
Please complete the application form in full as the information provided is used during screening.
Please check your application carefully before you submit, as no changes can be made once submitted.
The British High Commission will never request any payment or fees to apply for a position.
Employees recruited locally by the British High Commission are subject to Terms and Conditions of Service according to local employment law.
All candidates must be legally able to work and reside in the country of the vacancy with the correct visa/work permit status. 
The British High Commission does not sponsor visas/work permits except where it may be local practice to do so. 
Employees who are not liable to pay local income tax on their Mission salary may have their salaries reduced by the equivalent local income tax amount.
Information about the Civil Service Success Profiles can be found on this link: https://www.gov.uk/government/publications/success-profiles
Reference checking and security clearances will be conducted on successful candidates.
Appointable candidates who were unsuccessful may be placed on a ‘reserve list’.  If during the reserve period of 12 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate.