Job description

IT Assistant

Reporting to: Head of IT and Computational Design

Job purpose: The IT Assistant is responsible for effective and timely end-user support. The IT assistant is the first point of call and go-to for colleagues within Populous, and often the public face of IT support.

Objectives of this Role

• Maintain essential IT helpdesk, ensuring that support requests are dealt with in a timely and efficient manner and that requests are escalated appropriately.
• Handle business-critical IT tasks and systems that enable Populous.
• Create and maintain documentation on end-user processes, such as “how to” guides, ensuring that these are kept up-to-date and relevant.
• Keep accurate records, such as equipment loans, user details, software licenses etc.
• Create POP Labs to keep staff current with IT processes and procedures.
• Report to the Head of IT on issues affecting operational efficiency and security, also with recommendations on how to make improvements to our IT.

Daily and Monthly Responsibilities

• Monitor the Helpdesk software and email for new service requests.
• Monitor system health using management tools and respond to hardware issues as they arise; help build, test, and maintain new servers as needed
• Ensure that Populous meeting rooms and equipment are checked and for purpose.
• Support IT team in maintaining internal infrastructure requirements including, laptop and desktop computers – Windows or Apple, thin/zero clients, printers, phones, and WiFi access points.
• Assist non-IT colleagues with basic IT security needs and requirements, VPN setup, password changes, multi-factor authentication setup, email and file security.
• Perform routine checks of the systems as requested.
• Provide appropriate support to other members of the wider IT team at Populous

Main Working Relationships

Internal:

• Local IT team - day to day interaction and coordination of operational priorities.
• Support of the BIM and Computational Design effort, ensuring that support of these users is timely and effective.
• Local IT management – to highlight operational issues and proactively suggest improvements.

External:

• Third-party vendors and support – log external support tickets for repair and investigation with support and phone vendors for end-user devices and software.

Skills:

• An enthusiastic, positive attitude to staff IT problems and people.
• Customer focus - provide a responsive and high-quality service.
• Communication – good communication skills both written and verbal.
• Problem-solving - good analytical and problem-solving skills.
• Time management - manages own time well.
• Initiative – knows when to act and when to escalate issues to other members of the team.

Personal Attributes:

• A passion for information technology with an interest in continuous improvement.
• Self-starting and able to work with minimal supervision.
• A positive attitude and willingness to work flexibly to the needs of the Company.
• Occasional weekend and evening hours of working may be required

If you are interest in joining our practice, please “Apply”. Your application should include your CV and portfolio (no bigger than 10Mb) rather than a link, a short letter of introduction and specify your availability and whether you are eligible to work in the UK.

Populous is an equal opportunities employer. Populous employees enjoy a full range of workplace benefits, as well as the opportunity to attend events at a number of our London venues, including the O2 Arena, Emirates Stadium and Tottenham Hotspur Stadium.

Job Type: Full-time

Pay: £30,000.00-£40,000.00 per year

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