View Vacancy – IT Support Officer (ITSO) (ITA24.212)

The British Consulate General (BCG) Milan is looking for a temporary, dynamic, customer focused, pro-active, Full Time, IT Support Officer to support our team in Milan.  The officer will also be the nominated Health and Safety contact point. The position is based in our Milan office.

Roles and responsibilities:

In collaboration with Milan’s Corporate Services Manager and the wider Italy Network IT Team, the ITSO is responsible for the effective running of the BCG’s Official Systems: IT and telephony (Osprey, ECHO /ECHO VTC).  This support includes:

• Troubslehooting Post network and hardware faults /liason with local ISP for main network line.
• User support.
• Hardware maintenance (laptop spares Pool), procurement and replacement.
• Onboarding IT and ECHO support for new users (New account and hardware).
• FCDO iPhone support including procurement and Inventory.
• IT disposal in line with FCDO Guidance.
• Support with switchboard changes of automatic recorded messages.
• Local lead for all IT and telephony projects in liaison with Rome Embassy IT Manager. 
• IT admin including update of shared Italy Newtork Inventory and new device authorisation.
• Printer maintenance and troubleshooting.

The ITSO is also responsible for the effective running of the Locally Managed IT and telephone systems (LMITS) for Partners Across Government on platform, specifically:

•  Troubleshooting and maintenance support for LMITS network (Dirty Network ADSL Line, Consular public laptop Fibre network and equipment , DIY wifi network decommissioning of obsolete wifi networks and PAG ADSL line for visit Britain.
• Device maintenance including monitoring of AV software on LMITS devices.
• Procurement and renewal of Software licenses for Firewall and Anti-vírus.
• Co-ordinates third party supplier maintenance for LMITS networks and devices.
• Administration including managing LMITS part of IT network inventory.
• Printer maintenance and Replacement of toner.

Information and Data management

• Post lead on Data Protection and SureCloud inventory reporting.
• User assistance on Data Protecion impact assessments and reporting any data breaches

Health and safety

• Nominated H&S Contact for Post including liasion with FCDO H&S team in London; H&S lead and support to CSM and HMCG on all H&S matters and Compliance, inculduing basic risk assessments, checks and inspections.
• H&S Reporting on the FCDO digital portal including investigation of incidents (accidents or near misses).
• Lead on Post Self assurance compliance using the Home Assure System.
• Fire Safety management at Post.

• Fluent Italian/English written and spoken (at least C1 level under CEFRL or equivalent);
• IT literacy, competent user of Cloud and MS 365 environment; familiarity with network cabling;
• Highly-developed front-line customer service management skills acquired in a business environment, with a clear commitment to excellent customer service;
• Ability to respond flexibly to changing priorities;
• Good communication skills with ability to engage with different stakeholders;
• Strong team player.