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IT Operations Officer

IT Operations Officer Itad are seeking an IT Operations Officer, you’ll be responsible for supporting critical IT functions within Itad. Your role will encompass service desk support, incident management, system development and continuous improvement. Additionally, you’ll play a key part in supporting new starters with set up and IT training, implementing technology solutions, and collaborating with various teams to support with business process and operational delivery. Location: Brighton, hybrid: You don’t need to be in the office every day, however travel to the office would be expected for a minimum of 2 days per week Contract: Permanent Hours: Full time 37.5 per week Salary: £30,000 dependent on experience Closing date: Sunday 16th June 2024 (but please note we will be interviewing candidates on a rolling basis). About Itad Itad is a leading international development consultancy providing advice to governments, foundations, multilateral agencies development finance institutes, private sector and non-profits on how to maximise the impact of their investments. We have a 40 year track record of providing our clients with the information and insight they need to make development work smarter, produce better results and improve people’s lives. Our knowledge and expertise are grouped around Practice areas including; Inclusive Growth and Climate Change, Fragile and Conflict-affected Settings, Human Development and Governance and Institutional Strengthening.   The Team The role will sit under the wider Business Operations Unit, which is comprised of our Facilities Team, Compliance, and our IT Team. As an integrated professional team, Business Operations over-see critical facets of organisational functionality, ensuring seamless coordination and efficiency across key departments. The IT Support Team are committed to providing a robust technical infrastructure, including compliance, internal policies and adherence to regulatory standards, and safeguarding Itad’s integrity and reputation. We support the day to day running of the business, technical facilitation for company business events and support both our in office and hybrid workforce. Our work calls for collaborative efforts and focus of our strategic initiatives, we lead the business with robust processes, mitigating against risks, and a shared focus on teamwork. Responsibilities • Service desk support (first line IT support): Serve as the first point of contact for end-users seeking technical assistance. Address queries, troubleshoot issues, and escalate complex problems to external second line support. Service desk tickets can involve hardware, software, or information security related incidents and as first line support, a foundational knowledge in all disciplines help to ensure positive user outcomes. • Incident response/management: Lead incident response efforts, ensuring timely resolution of P1 & P2 IT-related incidents. Document incident details, root causes, and corrective actions. • Problem investigation and issue resolution: Investigate system-related problems, analyse root causes, and propose effective solutions. Collaborate with technical teams to resolve complex issues impacting system performance. • Continuous improvement: Work closely with operational teams across the company to regularly assess existing processes, workflows, and systems to identify areas for enhancement. Propose improvements to optimize efficiency, security, and user experience. • JMLs (joiner, mover, leavers): Management of Itad’s JML processes, ensuring seamless onboarding and offboarding of employees, while maintaining access controls in line with documented security controls. Undertake provisioning of hardware and software required for role. • Training support for IT services: Evolve training materials and conduct sessions to educate staff on IT tools, processes, and security practices. • Undertake IT inductions for new starters to familiarise them with company systems, policies, and procedures. • Work with teams across the business to identify and implement training to improve efficiency. • Foster a culture of continuous learning and skill development for existing employees. • External relationship management – Help to maintain and improve relationships with Itad’s external support providers to achieve successful outcomes for our operational delivery. Essential Skills • M365 admin and Windows support experience • Strong communication skills • Problem solving • Team player Desirable Skills • Change management • Training delivery • M-Files (or other document management systems) • Teams & SharePoint administration • Dynamics 365 • CyberEssentials Qualifications • Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent field based experience • Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Azure Fundamentals) are a plus. Our Benefits We offer: • A matched company pension up to 5%. • 26 days holiday per year, plus a further 3 flexible days and public holidays which you can take whenever you want to. • Continuous learning: you will have access to our online training, as well as induction programmes and the opportunity to attend company training. • Hybrid and flexible working • Cycle to work scheme • Pluxee benefit platform: this platform provides up to 20% discount at over 100 UK retailers. It offers savings on holidays, restaurants, cinemas, and gym memberships and an average of 5% discount on supermarkets - giving you the option to take advantage of the benefits which are most impactful for you. Our office is easily accessible, close to public transport and dog friendly. The deadline for applications is Sunday 16th June, but please note we will be interviewing candidates on a rolling basis. We also know that there are great candidates who will not fit everything we have described above, or who have important skills we have not mentioned. If that is you, please do not hesitate to apply and tell us about yourself. At Itad, we are committed to actively promoting diversity, equality and inclusion to empower people both within our organisation and through our work. We know that employees with diverse backgrounds, perspectives, and experiences make us a more effective and innovative company and we therefore welcome and encourage applications from interested candidates regardless of age, sex, gender identity, disability, sexual orientation, race, religion, or belief.