British Council

Main Accountabilities:
1. IT system installation and maintenance, performance monitoring on the network and IT related equipment
▪ Check the incident logbooks daily and take action against any problems reported
▪ Maintain full functionality of equipment in classrooms (computers, projector, tablets, Apple TV, video players, speakers, UPS, cables, etc.) to ensure continuity in teaching activities with minimal interruption.
▪ Ensure Front of House (FOH) and TC back office computers, printing system as well as other IT related equipment to be in good operation and ready to use and ensure no interruption to business operations of the teaching centre.
▪ Support to install hardware timely, upon business requirement, following Corporate IT hardware standards and recommendations.
▪ Prepare and support staff on setting up and using telephone conference or video conference system.
▪ Provide support to suppliers’ technicians in troubleshooting IT related equipment such as telephony system, CCTV, security access card system, network system, etc. to ensure the process are carried out following British Council standards.
▪ Prepare and support examination team in using IT equipment in International English Language Testing System (IELTS), Aptis testing services including BIO-Laptop, CCTV, voice recorders, cameras, finger-print scanners, etc.

2. IT software troubleshooting and maintenance
▪ Build GTI computers and deploy software on classroom, FOH and TC back office computers in compliance with Global IT Service standards (GIS).
▪ Install, distribute and problem fixing of applications to classroom and staff computers.
▪ Application support for teaching activities and other corporate systems where appropriate such as Global Digital, New English Files, Active Inspire, etc. in classrooms, Teaching Centre Management System (TCMS), Customer Relationship Management (CRM), Exams Database, Queue Management Software, etc. on FOH computers.
▪ Support IT team on installing applications on TC tablets if required and support teachers to use applications in classrooms.
▪ Check and ensure the anti-virus software to be installed, operational and updated on all workstations.
▪ Prepare and support IT team to maintain British Council IT equipment and software inventory for the branch including assets management and license records.
▪ Deliver software support for Exams team including Identity Authentication Management (IAM) database, recording software, video recording system in IELTS, Aptis test.
▪ Monitor disk space, ensure documents stored on the disk drives to be purged and weeded.
▪ Support staff in burning CD, DVD and copying data as required.

3. Telephone and internet connection administration
▪ Monitor internet connection and co-operate with Internet Services Provider (ISP) and Regional Support Centre to fix and solve problems with internet connection, minute the leased-line problem which may be used as a proof to claim ISP.
▪ Setup and manage the non-GTI WIFI system to provide reliable internet connectivity for classrooms, staff and customers’ use
▪ Setup, maintain, and make change on PABX to provide telecommunication services such as official messaging service, allocating extension, assigning permission on dialling out.

4. Facilities and premises related works
▪ Assist line manager in inventory checking and labelling for IT related equipment on a monthly and yearly basis and ensure the correctness of outcome.
▪ Check classrooms set-up to ensure teaching centre standards for classrooms are met and problems with furniture and equipment are immediately reported to Branch Manager, then to BSS Assistant.
▪ Assist BSS Assistant in overseeing the outsourced security service to ensure TC security and safety standard. Report to BSS Assistant immediately if actions required.
▪ Assist BSS Assistant in overseeing the outsourced cleaning service to ensure the service provided is in line with agreed contract and office health and hygienic standards and report to BSS Assistant immediately if actions required.
▪ Be the first point of contact between TC and BSS colleagues at the main office regarding facilities/ premises issues occurring to ensure such issues are resolved timely and effectively to avoid business interruption the teaching centre’s operation.
▪ Assist BSS Assistant and BSS Executive in facilities and premises management for the TC: monitor and keep track on facilities and premises regular maintenance (air-conditioning system, fire alarm system, electric systems, water supply system, drinking water dispensers, office equipment such as printers, photocopiers, paper shredders, etc.) to ensure all maintenance works carried out properly and within lead time.
▪ Provide support to suppliers’ technicians/ workers (if needed) in troubleshooting facilities/ premises related faults to ensure the processes are carried out following British Council standards.

Standards
▪ Take actions against problems promptly to minimize interruption to the teaching centre’s operation.
▪ Prompt communications and helpful assistance to solve problems.
▪ Handle immediately temporary replacement to ensure business continuity.
▪ Ensure supplies and outsourced technical services to be ready for use (i.e. toner cartridges, batteries, spare equipment, etc.)
▪ Comply with the British Council standards and policies.

Other important features or requirements of the job
▪ The British Council TC operates on Monday to Friday from 8.00 am - 9.30 pm and on Saturday to Sunday from 7:30 am - 9.30 pm. All posts may be required to follow working patterns that include unsocial hours. The Branch IT Assistant post requires a working pattern that can cover for the evening time and weekends with priority to support teaching centre’s operation.
▪ Work effectively with diversity as an essential and integral part of daily work and consistently meet the British Council’s Equality-Diversity-Inclusion policy and Child Protection policy and standards in carrying out all internal and external duties.
▪ Manage information created and received in compliance with the British Council’s information management standards, policies, the UK Data Protection Principles and local legislation.
▪ Demonstrate a commitment to reflective practice, professional and organisational development objectives, taking advantage of opportunities to enhance qualifications and or gain/ share knowledge for team as well as for self. Make a positive contribution to team meetings and give suggestions to management for improving business support practices and procedures based on customer feedback.
▪ Involve in other BSS related support or management duties as and when required by the 4 Branch IT Assistant | 16 October 2017 | The British Council senior management team.