IT & Facilities Coordinator JBLE1 NI

POSITION: IT & Facilities Coordinator Permanent, Onsite (Full time 37.5hrs per week) DEPARTMENT: Corporate Services REPORTS TO: Director of Finance & Corporate Services SALARY: £32,600 - £35,623 (DOE) ______________________________________________________ City Centre location 25 days annual leave + 11 bank holidays NILGOSC pension (15.5%) Working hours: Mon-Fri 9am - 5.30pm. PURPOSE: Reporting to theDirector of Finance & Corporate Services,the IT & Facilities Coordinator is responsible for providing in-person, hands-on technical assistance, trouble shooting and maintenance for hardware, software and network infrastructure in the business. This role also ensures the safe and effective operation of VB premises, maintaining a safe environment while coordinating daily maintenance and visiting contractors. RESPONSIBILITIES: IT Acting as the first point of contact for IT support across the organisation, providing technical assistance and advice on all aspects of VBs hardware, software applications and network infrastructure, ensuring best practice standards are adhered to. Resolve incidents and requests in an appropriate timeframe working closely with IT support partners as appropriate. Troubleshoot and resolve common hardware, software, mobile device, internet and network issues for end users across all sites. Escalate complex issues to the Director of Finance & Corporate Services and/or external IT support partners as required, providing clear context and information. Use best practice to administer VBs IT users and access permissions, ensuring VBs systems, IT infrastructure and data always remain secure and free from threats. Responsible for user account management (password resets, permissions, onboarding/offboarding). Identify and spot trends and undertake problem analysis for recurring IT incidents, ensuring appropriate actions are in place to prevent recurrence. To provide innovative ideas and smarter ways of resolving incidents and requests. To perform pro-active daily systems checks and monitoring of VBs IT infrastructure, storage, and connectivity and ensure that systems and data backups have completed successfully. To ensure that appropriate support documentation is developed and maintained and that the IT support knowledge base is appropriately populated and administered and clear concise documents are regularly created in line with the changes in technology, policies, and procedures. Oversee the Microsoft 365 platform, including Teams, SharePoint, OneDrive and Intune endpoint management, ensuring high availability, appropriate security configuration and compliance of all staff. Ensure IT security processes, firewalls, anti-virus, anti-spamming and EDR tools are all in place ensuring best practice standards are in place an adhered to. Lead patch management and endpoint security across all devices, ensuring compliance with NCSC guidance. Ensure that cyber training is rolled out and completed by all users. Provide administrative services relevant to the IT service including the receipt and processing of asset logs, request forms, user information, software licensing information and key IT supplier information. Provide regular management reporting relating to the performance of the IT function and IT suppliers & partners. Ensure that the Director of Finance and Corporate Services is notified of events which impact the delivery of IT services. Ensure that IT asset (software & hardware) management records are accurate, maintained and at all times kept current. To provide help, advice, and guidance to colleagues as and when required and take responsibility for internal staff satisfaction about IT service delivery, whilst increasing the visibility of IT within VBs business. Maintain the IT work area, ensuring it is free from hazards and is always clean and tidy, ensuring that any IT equipment is safely stored. Provide technical input to ensure that IT infrastructure implications of any project are properly assessed and managed. Facilities Coordinate facilities management for the Visit Belfast office under the guidance of the Director of Finance & Corporate Services and with support from the Executive Assistant. Including regular maintenance inspections and day-to-day management of contractors. Coordinate maintenance schedules of key VB systems and services such as alarm systems, CCTV and heating/cooling. Manage building access processes, swipe access, keyholder logs etc. Troubleshoot and resolve common issues with all screen set ups in all locations, maintaining a register of AV support partners and escalating issues as required to ensure effective resolution. Coordinate the telephony requirements of the business and any associated contracts. Review and maintain an active list of approved facilities contractors e.g. plumbers, electricians. Assist the Director of Finance to ensure shared areas are maintained and health and safety and fire safety regulations are implemented, communicated and adhered to. Other To undertake, whennecessary,work out of normal office hours, Visit Belfast operates 7 days a week and this role may be required at times to accommodate that. To carry out all duties with full regard to the Visit Belfasts equal opportunities and fair employment policies. To carry out all duties with full regard to the Visit Belfasts data protection (GDPR) policies. Travel on behalf of Visit Belfast may form part of the job. RELATIONSHIPS Reports directly to the Director of Finance & Corporate Services. Provides organisational support regarding all matters ofIT, technology or facilities. Interacts with Visit Belfasts existing and potential designated suppliers and, as appropriate, public and private sector stakeholders. SPECIFICATION Qualifications Essential Criteria Minimum 5 GCSEs, or equivalent, at grade C or above, including English and Maths. AND Degree level qualification, or equivalent in a relevant discipline e.g. Computer Science, Information Technology. OR 5 years recent IT support and infrastructure management experience. Desirable Criteria ITIL Foundation V4/V5 certification. Microsoft Azure credentials. COSHH training Relevant Experience Essential Criteria Experience of providing customer support in an IT service environment (minimum 2 Years) Understanding of Cloud infrastructure management (Microsoft Azure or equivalent Iaas/Paas platform) Excellent understanding of Windows desktop environments and Microsoft 365 applications Ability to configure and support Windows 11 desktops & laptops, Ability to configure and support mobile devices, iPhone, iPad, and Android. Knowledge of support of Mobile devices (laptops/tablets/Smart phones) Experience in IT Hardware and Software asset management Experience in using remote tool technologies to conduct remote user support Experienced in systems monitoring and backup technologies. Excellent awareness of IT, cyber security threats and risks. Desirable Criteria Experience of Networking/Patching/IP Addressing/DNS/DHCP/Connectivity Troubleshooting Experienced in administration of Avaya IP telephone systems Experience in support of EPOS hardware and software. Experience in managing contracts and assessing supplier performance. Special Aptitudes Essential Criteria Ability to multitask Ability to build and maintain positive relationships with others at all levels of the organisation. Exceptional communication skills, good listening skills, good written skills, questioning skills The ability to establish and maintain positive relationships with colleagues, partners, suppliers. Ability to manage own time effectively to ensure delivery to agreed deadlines, with excellent organisational skills Excellent customer service skills Initiative-taking and enthusiastic Working using own initiative/ work independently or part of a team Can do attitude/ A real willingness to learn Establishing and maintaining a solid, support service and innovative IT service. The ability to remain calm under pressure Ability to adapt to change and a quick learner Ability to take personal accountability Ability to follow policies, procedures, and guidelines. Desirable Criteria Previous experience in a similar role or organisation Ability to analyse data with excellent attention to detail The ability to innovate Commitment to continual improvement in service delivery. Circumstances Essential Criteria Available to work outside normal hours. Willing to travel as required. Desirable Criteria Clean driving license and access to own transport.

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