JOB DESCRIPTION

View Vacancy – IT Support Officer (ITSO) AO (10/25 LUS)

The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow. The FCDO operates an agile workforce and to facilitate this, you may be required to undertake other duties from time to time, as we may reasonably require.

Job Category

Foreign, Commonwealth and Development Office (Operations and Corporate Services)

Job Subcategory

Technology, Information and Digital Transformation

Job Description (Roles and Responsibilities)

Roles and Responsibilities

1. Technical IT Support

• Monitor, support and maintain WAN/LAN/WLAN infrastructure, power and cooling systems in rack rooms.
• Carry out day-to-day IT support services within the British High Commission (the basics!)
• Coordinate with telecoms service vendors for fault resolution in adherence to service levels to maintain optimum service uptime.
• Operational Support for audio, video and conferencing facilities both on and off site
• Deliver regular digital skills training sessions for staff to enhance productivity
• In collaboration with Post security Officer (PSO), be the cyber awareness ambassador and risk monitor for the mission
• Led strategic change initiatives to modernize event management processes through the adoption of digital platforms such as Zkipster, enhancing guest experience, data accuracy, and operational efficiency.
• Spearheaded the integration of new technologies across corporate services, fostering a culture of innovation and continuous improvement.
• Champion stakeholder engagement and capacity building to ensure smooth transitions and sustained adoption of digital tools.

2. Hardware and Asset Management

• Under guidance from IDD, oversee the procurement, deployment, and disposal of IT and digital assets in line with sustainability and FCDO waste management policies.
• Advise, support and administer IDD approved locally managed digital IT systems including databases to ensure efficiency and reduce risks to the global FCDO estate.
• Maintain accurate IT inventory and perform routine maintenance checks.
• Responsible for proper distribution of mobile phones and their records and other IT peripherals and hardware

3. End-User Support

• Act as the primary interface between the IDD and post/customers for IT and Digital issues.
• Provide elevated support levels to senior staff, high-profile visits, and official events (including out-of-hours when required).
• Coordinate the onboarding of new starters (accounts, devices, profiles) and process leavers (access revocation, device retention).
• Build capability of stakeholders to be more self-sufficient / Instruct IT users to raise their own faults through ServiceNow Portal – in the event/incident that is unique to them and not a wider issue

4. Business Continuity and Health & Safety

• Maintain IT continuity plans (equipment spares, site plans, and contact lists).
• Lead initiatives to ensure operational readiness during emergencies or crisis, including the integration of technology platforms for remote coordination and secure data access.
• Lead and Participate in BCP/crisis simulation exercises from an IT and digital service provider perspective, noting lessons learnt and effecting remedial actions.

5. Communication and Contract Management

• Excellent customer service and good communications and engagements with stakeholders
• Manage vendor relationships strategically: negotiate contracts, monitor SLAs, and ensure value for money from suppliers Mobile Phone & Data Service Providers
• Lead on digital communication tools (Teams, SharePoint) and collaboration platforms, ensuring optimal use across the mission.

6. Administrative Duties

• Manage the IT budget, ensuring accurate forecasting and expenditure tracking
• Application (to the Information & Digital Directorate) for Locally Funded IT spend, implementation advice and administration
• Lead on automating routine administrative tasks to improve efficiency.
• Process vendor invoices and ensure timely payments.
• Act as the local Project Management Officer for centrally managed Infrastructure and Service project implementation at post

Any other duties as assigned by the Head of Corporate Services or line manager.

Resources managed (staff and expenditure)

IT Inventory and IT Budget

Essential qualifications, skills and experience

• A recognised and accredited IT Service Management qualification
• Minimum of 4 years’ experience in an IT support role.
• Intimate knowledge and experience of M365 suite of applications and tools
• Excellent spoken and written English.
• Strong customer service ethos, strong interpersonal, communication (written and verbal) skills, good organizational skills (time & resources), and ability to prioritize and follow procedures.
• 2-3 years’ exposure to a Project Management environment

Required behaviours

Changing and Improving, Communicating and Influencing, Delivering at Pace, Managing a Quality Service

Application deadline

4 November 2025

Grade

Administrative Officer (AO)

Type of Position

Permanent

Working hours per week

36

Region

Africa

Country/Territory

Zambia

Location (City)

Lusaka

Type of Post

British High Commission

Number of vacancies

1

Salary

ZMW 20,717.41

Type of Salary

monthly

Start Date

1 December 2025

Other benefits and conditions of employment

Learning and development opportunities

The High Commission offers a comprehensive induction programme, including but not limited to on-the-job training, online support, mentoring and coaching and formal classroom-based learning.

Additional information

Please ensure that your application is authentically written based on your own experiences. If AI tools are used, their usage must only be limited to specific tasks such as ensuring formatting consistency and keyword relevance. The core content, personal narratives, and responses to behaviour and skill-based questions must genuinely reflect your professional journey, experiences, and achievements. We place great importance on originality and individual effort throughout the application process. Any form of plagiarism will result in immediate disqualification.”

The British High Commission will never request any payment or fees to apply for a position

Employees recruited locally by the British High Commission in Lusaka are subject to Terms and Conditions of Service according to local employment law in Zambia

All candidates must be legally able to work and reside in the country of the vacancy with the correct visa/work permit status or demonstrate eligibility to obtain the relevant permit

The responsibility lies on the successful candidate to;

1.Obtain the relevant permit

2.Pay the fees for the permit

3.Make arrangements to relocate

4.Meet the costs to relocation

Employees who are not liable to pay local income tax on their Mission salary may have their salaries reduced by the equivalent local income tax amount.

Information about the Civil Service Success Profiles can be found on this link: https://www.gov.uk/government/publications/success-profiles

Please note: Job grade AA=A1, AO=A2, EO=B3, HEO=C4, SEO=C5

Reference checking and security clearances will be conducted on successful candidates

Please log into your profile on the application system on a regular basis to review the status of your application

Appointable candidates who were unsuccessful may be placed on a ‘reserve list’. If during the reserve period of 12 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate

Please be aware that you will only be able to apply to vacancies for Country Based Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements