IT & Facilities Coordinator

Reporting to the Director 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.

DUTIES AND RESPONSIBILITIES:

IT

• Acting as the first point of contact for IT support across the organisation, providing technical assistance and advice on all aspects of VB's 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 VB's IT users and access permissions, ensuring VB's 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 VB's 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 VB's 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, when necessary, 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 Belfast's equal opportunities and fair employment policies.
• To carry out all duties with full regard to the Visit Belfast's 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 of IT, technology or facilities.
• Interacts with Visit Belfast's existing and potential designated suppliers and, as appropriate, public and private sector stakeholders.

Additional Information

For full details please refer to the job description below.