Global IT Officer at Trocaire

Key responsibilities

•  Monitor the ICT ServiceDesk and will respond to tickets within agreed SLA. They will identify the nature of incidents, requests, problems and determine appropriate action, priority and escalate if necessary.
•  Manage staff accounts in line with Trócaire starers/leavers/movers process
•  Set up new staff with appropriate client device i.e. laptop, tablet and rebuild client device if necessary.
•  Ensure that client devices adhere to Trócaire security policies by enabling encryption and ensuring appropriate updates, Anti-Virus and policies are applied on all devices.
•  Install, maintain, troubleshoot, and enhance software applications and hardware.
•  Carry out network checks and liaise with operations team to resolve network and connectivity issues.
•  Provide IT Infrastructure support for network systems and wireless technology.
•  IT planning, evaluation, and procurement of office IT needs and requirements.
•  Asset management duties to include, but not exclusive to, adhering to processes, document inventory
• reallocation, ensure accurate data entry of IT assets in the asset management system, and facilitate
• verification requests for audits.
•  Field visits to country offices to provide on-site support, perform ICT assessments, facilitate IT Training, and undertake approved project works.
•  Vendor management duties to include but not exclusive to relationship building, risk management, performance evaluation, contract negotiation, and vendor selection.
•  Provide IT training during staff on-boarding process.
•  Provide training as part of the roll out of new systems
•  As a Data Protection Information Security (DPIS) data champion, duties include but not exclusive to supporting incidence management processes, Function as an internal point of information and advice, and can identify and understand risk associated with data protection issues.
•  Collaborating with key stakeholders to review and develop supporting processes for service delivery such as Service Level Agreements, Service Catalogue, Incident Management, Request Management, Problem Management, Change Management.
•  Monitoring and reporting KPI’s for service delivery performance.
•  Ensuring that negotiated service levels are maintained.
•  To take on other duties that may be assigned by the Head of IT Operations and Information Security and Head of Enterprise Systems.

EXPERIENCE

•  Minimum of 3 years’ experience in an IT Services, IT Support role
•  Experience in providing IT Service Delivery using the ITIL framework.
•  Experience with Microsoft Windows operating systems, Windows Active Directory Services, Azure AD, Microsoft Intune, Microsoft 365 Advanced Threat Protection.
•  Experience using Microsoft 365 Intune Admin Centre, Microsoft Defender, and Microsoft Exchange Centre.

QUALIFICATIONS:

•  ITIL V4 certification (Desirable)

SKILLS:

•  Strong knowledge of Office 365 environment.
•  Strong troubleshooting and problems solving skills in a Windows-based environment.
•  Strong knowledge of domain management and Active Directory services.
•  Strong knowledge of using and managing IT Service desk systems.
•  Strong working knowledge in networking (LAN, WLAN, and VPN), especially with Cisco-managed devices (Firewalls, Routers, and switches) – Switching and Routing.
•  Strong, up-to-date knowledge of systems security in a large network environment.
•  Strong working knowledge of ITIL framework and process including service catalogue management, service level management, incident management, request fulfilment, problem management and change management.

COMPETENCIES:

•  Highly proactive and able to work independently.
•  Excellent written communication skills, demonstrating the ability to document procedures and guidelines with clarity, and accuracy.
•  Strong inter-personal and group/team process skills, problem-solving and judgment skills.
•  Demonstrated experience working and interfacing with cross functional teams.
•  Experience in rolling out new technologies across multiple country offices in different geographical locations.
•  Strong systems thinking and analytical approaches to problem solving.
•  Very good presentation and listening skills.
•  Demonstrated commitment to organisational learning and development.
•  Demonstrated effectiveness in a client focused role.
•  Maintain a high-performance standard with attention to detai