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 SupportJob Description (Roles and Responsibilities)
| Main purpose of job: -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. |
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.
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 TogetherApplication deadline
14 June 2024Grade
Administrative Officer (AO)Type of Position
PermanentRegion
AfricaCountry/Territory
United Republic of TanzaniaLocation (City)
Dar Es SalaamType of Post
British High CommissionSalary
TZS 2,592,585Start Date
1 August 2024Other 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.
How to Apply :
