What Does An IT Assistant Do?

WHAT DOES AN IT ASSISTANT DO?

Updated: Dec 05, 2025 - The Information Technology (IT) Assistant provides daily technical support for the farm and facilities, including weekends and evenings on a rota basis, covering PCs, printers, POS systems, PMS software, telephones, TVs, sound systems, Wi-Fi, CCTV, and cinema equipment. This role involves maintaining tidy, functional equipment rooms, supporting and configuring company applications, and operating cinema systems in film and digital formats. The assistant also coordinates technical setups for events, manages AV and projection equipment, ensures cinema upkeep, and liaises with couriers for film logistics.

A Review of Professional Skills and Functions for IT Assistant

1. IT Assistant Responsibilities

Hardware Support: Assist in the installation and maintenance of hardware and software.
System Support: Provide daily operations, system, and user support.
IT Management: Responsible for controlling the usage of IT resources and conducting user training.
Record Keeping: Maintain and update records for daily activities and user information.
Document Control: Fill and update documents for ISO files.
Data Center: Manage and administer data center operations such as backup, maintenance, and media handling.
Performance Report: Provide reports on performance, errors, and other management reports as required by the Manager.
Data Input: Responsible for the Data Missing Route input.
Server Monitoring: Assist in monitoring data center server performance.
Diagnostics: Diagnose hardware and software for company use.

2. IT Assistant Details

Staff Onboarding: Conduct staff onboarding and offboarding activities to staff.
Security Updates: Ensure security updates on end-user equipment.
Vendor Coordination: Coordinate hardware repairs and software support calls with vendors.
Equipment Setup: Assist with setting up and maintaining conference rooms, phones, and audio/video equipment.
Audio Visual Support: Provide IT and Audio/Visual and conference support for web conferencing activities.
Service Requests: Escalate and follow up on service requests.
Internet Management: Manage the relationship with the internet service provider and ensure high-quality internet connectivity.
Printer Maintenance: Maintain network printers and all-in-one copiers.
Policy Compliance: Maintain the IT user guide and ensure user compliance with IT policies and guidelines.
Project Participation: Participate in IT Scheduled projects and scheduled activities.
System Reporting: Prepare, document, and communicate system status reports with the Baltimore ISTS team.
Project Completion: Complete assigned IT projects that meet yearly department goals.
User Training: Identify routine desktop and application support issues and provide training for staff.
Event Support: Provide IT support in conferences, training, and other related activities.

3. IT Assistant Essential Functions

Technical Support: Technical support of all IT businesses in the UK and Ireland.
Outlook Administration: Responsible for Outlook administration.
Procurement Management: Procure IT equipment and services and associated follow-up processes.
Device Configuration: Install and configure desktops, printers, and users’ devices.
Data Backup: Daily backup procedure for UK servers.
Network Security: Manage and monitor network security, firewall, proxy server, and server patching.
Asset Management: Maintain software and hardware asset inventory, including an annual physical audit.
EDI Coordination: Liaise with global IT colleagues and UK terminals/depots to resolve EDI issues.
Web Conference Setup: Configure and prepare the web conference environment for users.
Intranet Maintenance: Maintain the UK Intranet website, w3a, and recommendation tracking system.

4. IT Assistant Manager Roles and Responsibilities

Project Management: Design, implement, and project manage major IT projects, including system procurement, development, and upgrades.
System Improvement: Identify opportunities and initiate improvement and updating of hardware, software, and systems.
Technical Consultancy: Provide and lead technical consultancy to various project teams to meet project objectives and requirements.
Vendor Management: Manage external vendors to ensure technological systems continue to meet the requirements of WMI.
Security Compliance: Ensure technical and security architecture adheres to the policies and guidelines of WMI.
Hardware Oversight: Work with respective vendors for oversight of all WMI’s ICT hardware.
Server Maintenance: Maintain and configure servers and storage network.
Training Support: Maintain and configure computers and devices for use in training rooms.
Laptop Management: Maintain, configure, and distribute laptops for staff use.
Printer Maintenance: Maintain and configure network printers and devices.
Network Configuration: Maintain and configure network devices, including access points, wireless controllers, and firewalls.

5. IT Assistant Manager Roles

AV Maintenance: Maintain and configure projectors, teleconferencing, and audio-video equipment.
Phone System: Update and manage the phone system.
Equipment Scheduling: Create an IT replacement schedule to ensure all IT equipment is in good working condition.
System Training: Train management system, learning management system, and other related information management systems.
OS Management: Responsible for computer operating systems.
Software Deployment: Responsible for software deployment and management.
Website Maintenance: Manage and maintain services related to the proper functioning of the campus website.
Staff Training: Responsible for staff training on the appropriate use of software.
Cybersecurity Management: Responsible for cybersecurity.
Vendor Liaison: Work with respective vendors as the main technical contact for cybersecurity matters.
Security Implementation: Drive implementation of cybersecurity measures.

6. Junior IT Assistant Duties and Roles

Virtual AGM Support: Support the technical aspects and maintain equipment reliability for Virtual AGMs.
Data Processing: Process data required for meeting preparation.
Equipment Setup: Set up and clear equipment used for the Virtual AGM.
Streaming Management: Manage and monitor a streaming platform for webcasting.
System Preparation: Responsible for system and data preparation to be used in meetings.
Audio Video Connectivity: Ensure audio and video connectivity throughout the meetings.
Network Monitoring: Ensure network and system availability throughout the meetings.
Issue Troubleshooting: Troubleshoot technical issues that may arise during meetings.

7. IT Assistant Job Summary

End User Support: Provide end-user support systems at the location where the role is based.
Service Desk: Responsible for tasks revolving around the use of a Service Desk system to respond to and assist staff members with issues and service requests.
System Administration: Responsible for duties encompassing desktop support, accounts, and systems administration.
Infrastructure Support: Assist with support and maintenance of the server, networking, storage, and related back-office infrastructure within the relevant region or location.
System Efficiency: Assist with ensuring all core back-office systems and infrastructure are working effectively and efficiently, conforming to global standards and security policies.
Alert Response: Urgently respond to alerts from monitoring systems when necessary.
IT Projects: Assist with managing and implementing a range of IT rollouts, upgrades, and projects.
Backup Management: Assist with managing location-based disk, tape, and off-site backup solutions.
Project Delivery: Assist in the delivery of projects as required by the IT Services Team Leader or IT Operations.
Project Methodology: Adhere to project management methodologies as set out by the IT PMO.
Invoice Processing: Assist with the on-time payment of IT-related invoices by submitting coded invoices to finance or IT management in a timely manner.

8. IT Assistant Details and Accountabilities

Computer Setup: Assist in setting up computers for new staff, assisting in onboarding with basic user software, Office 365 suite, Teams, Zoom, Citrix-Cerner, remote management, and security apps.
Remote Management: Manage remote users’ laptops using remote management tools.
Remote Deployment: Deploy software remotely to desktops and laptops using remote deployment tools.
Performance Procedures: Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
Incident Documentation: Accurately document instances of hardware failure, repair, installation, and removal using the in-house ticketing system.
Hardware Troubleshooting: Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware products.
Software Troubleshooting: Install, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking software products.
On-Site Support: Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair.
Ticket Response: Receive and respond to incoming calls, tickets, and/or e-mails regarding PC workstations, laptops, printers, and/or hardware problems.

9. IT Assistant Roles and Details

Software Configuration: Install and configure software and computer systems.
Issue Resolution: Troubleshoot and resolve issues with software or hardware.
Service Desk: Provide a Service Desk function for IT and telecom incidents and service requests.
Call Escalation: Resolve or escalate the calls in the most efficient manner.
Technical Support: Provide support and incident/service request resolution for the Turkey Office, including installation, maintenance, and repair of telecommunications and computer equipment.
Standards Compliance: Advocate and implement the Federation standards and procedures in IT and telecom.
Procedure Maintenance: Maintain procedures and reports that provide technical support to the entire organization.
Trend Analysis: Analyze records and logs to spot underlying trends and potential issues.
Solution Implementation: Support the implementation of new solutions or applications.
Account Management: Establish accounts for new users and assist with password or login problems.
Technology Evaluation: Test, evaluate, and make decisions about new technology for the business.
Additional Duties: Undertake any other duties as requested by the line manager.

10. IT Assistant Essential Functions

System Oversight: Oversee the introduction and operation of all systems, ensuring the use of comprehensive systems that provide, at all times, an efficient and effective service delivery.
Stakeholder Coordination: Work with internal and external stakeholders.
Software Integration: Develop an effective interface between the external contractors' software and the client's software.
Service Optimization: Use systems and analysis of appropriate service performance information to develop and enhance frontline operations related to efficient routing critical to service delivery, making decisions and alterations based on evidence.
Project Management: Develop, manage, and deliver specific systems projects within specified timescales, including progressively developing the systems and adding new modules.
Data Analysis: Gather and analyze statistical information and data to monitor performance against key performance indicators, identify trends, strengths, and opportunities for improvement within the service.
Report Preparation: Prepare reports, graphical representations, and other documentation for stakeholders.
System Development: Research, identify, develop, and assist in the delivery of opportunities to deploy and use existing or new system assets elsewhere within the organization.

11. IT Assistant Job Summary

System Support: Provide support to the IT Manager and the Infrastructure Engineer in all aspects of business systems.
Network Assistance: Provide technical support to local remote network users.
Server Administration: Perform light administrative duties on network servers.
Maintenance Identification: Responsible for identifying maintenance needs.
ERP Support: Responsible for ERP system support (Prophet).
O365 Administration: Responsible for O365 and SharePoint administration.
Helpdesk Management: Handle helpdesk queries and issue work to the team appropriately.
System Knowledge: Maintain a thorough knowledge of all system activities, policies, and procedures.
Hardware Troubleshooting: Troubleshoot end-user PC hardware and software issues.
PC Maintenance: Perform installation, repairs, and preventative maintenance on PCs.

12. Junior IT Assistant Responsibilities

IT Assistance: Assist the Head of IT with any IT-related tasks, including PC/Laptop configuration, project tasks, daily checks, and recurring business system tasks.
First Line Support: Provide first-line IT support to the business, dealing with ad-hoc calls, email service desk requests, logging service desk tickets, and escalating issues to other IT team members.
Weekend Support: Provide IT cover on weekends and escalate critical second- and third-line support requests to other IT team members.
Onboarding Management: Make sure joiners and leavers procedures are dealt with promptly and completely.
Equipment Readiness: Ensure spare pre-configured equipment exists so that devices can be replaced or distributed in good time.
Desk Relocation: Assist with departmental IT desk moves.
Account Management: Create and maintain user accounts in the company's business systems as well as other company applications.
Preventative Maintenance: Carry out various IT-related daily checks and preventative maintenance of PCs and laptops.
Document Support: Document and support the company's Microsoft Excel and Word documents that have been developed in-house.
Ticket Management: Monitor internal and external IT ticketing systems, escalate and follow up on tickets, and ensure systems remain up to date and organized.
Web Support: Provide support for the internal web eCommerce team.

13. IT Assistant Roles and Details

Technical Support: Provide first-line on-site technical support, answering user queries relating to hardware and software problems via phone, email, or in person.
Problem Analysis: Analyze user problems or inquiries.
Issue Resolution: Follow through to resolution within agreed Service Level Agreements (SLAs).
Hands-On Support: Responsible for providing hands-on support.
Customer Service: Provide excellent customer service and ensure users are able to continue their work.
User Communication: Give customers confidence that their issue is understood and being dealt with promptly, keeping them informed of progress, driving issues through to resolution, and offering workarounds.
Ticket Management: Log all IT incidents and service requests on the ticketing system and escalate any issues to Europe IT support in a timely manner.
Operational Standards: Adhere to local and regional IT operational standards.
Job Compliance: Adhere to duties to fully meet the requirements of the position.

14. IT Assistant Key Accountabilities

Daily Operations: Perform day-to-day operations, including monitoring and maintenance, problem investigation and resolution, backup creation and maintenance, database optimization, and tuning.
Issue Resolution: Independently analyze and correct issues in real time, providing end-to-end problem resolution.
Process Automation: Refine and automate regular processes, track issues, and document changes.
Data Evaluation: Evaluate business data and recommend appropriate analytic approaches or strategies to achieve stated objectives.
Business Analysis: Perform analyses to drive business decisions and optimize expenses and efforts for database enhancements and support.
Statistical Analysis: Provide statistical analysis to develop, test, and optimize databases to their full potential.
Testing Support: Assist in testing efforts for database use.
Reporting: Create regular reports summarizing key metrics and trends for key team members and management.
Project Management: Effectively prioritize and manage concurrent projects, demonstrate initiative, and work independently with minimal supervision.
Process Improvement: Drive results and leverage past experiences to improve the environment and related processes.
Department Coordination: Coordinate with other agency departments to update and integrate processes.
Data Modeling: Apply data modeling techniques to ensure integration and performance expectations are met while allowing flexibility for future business needs.

15. IT Assistant Additional Details

Customer Service: Provide high-level customer service via telephone and email.
IT Administration: Provide IT administration support.
User Assistance: Assist employees with IT hardware and software issues, including the company’s case management system.
Problem Troubleshooting: Troubleshoot desktop and system problems, diagnose, and solve hardware/software incidents or problems.
Issue Resolution: Provide solutions and workarounds to incidents and problems.
Ticket Logging: Log all problems as tickets on the help desk system and escalate to external IT support.
Telephone Administration: Maintain and administer users on the telephone system.
User Training: Provide training to users regarding IT systems and software.
Hardware Relocation: Responsible for moving hardware to new locations and using the comms cabinet to ensure devices are patched into the correct networks.
Printer Maintenance: Responsible for installing printers, replenishing toner, monitoring toner levels and stock, and arranging delivery and pickup of toner.
Vendor Liaison: Establish and maintain good working relationships with the business and third-party suppliers, acting as the on-site liaison for external IT support, photocopier/printer support, and telephone system support companies.
Policy Contribution: Contribute to policies, processes, and procedures.

16. IT Assistant Roles

Helpdesk Support: Attend to IT helpdesk emails and calls.
Server Support: Support server hardware and software on Windows, e.g., 2003 to 2020.
Exchange Support: Support Exchange Server, e.g., 2007/2010.
PC Support: Responsible for PC support on Windows XP Pro/Win 7 to 10 for both hardware and software.
Network Support: Support system and network infrastructure.
Remote Services: Support remote desktop terminal services.
Desktop Setup: Set up new desktops, configurations, and transfer from old to new pc.
Backup Recovery: Responsible for backup and recovery, etc.
Email Configuration: Configure email on hand phones/tablets/iPhone/iPad.

17. IT Assistant Tasks

Network Configuration: Configure network devices such as network printers, wireless access devices.
Website Update: Responsible for updating of website.
Device Troubleshooting: Troubleshoot and configure network devices.
Project Assistance: Responsible for assisting in IT projects.
IT Administration: Responsible for IT admin, IT filing, and drafting IT requirements for acquisition.
IT Purchasing: Responsible for IT admin work/IT purchasing work.
PC Refresh: Responsible for the PC refresh exercise.
User Support: Support ad hoc IT requests from users or work.

18. IT Assistant Accountabilities

Desktop Support: Provide adequate and fast IT desktop support to users.
System Maintenance: Install, configure, and maintain desktops/laptops, routers, printers, wireless networks, and applications.
Staff Onboarding: Timely onboarding and off-boarding of staff and providing access to IT systems.
Inventory Management: Provide support on inventory management and implementation of information security.
Administrative Reporting: Responsible for updating SOPs/logging and administrative reporting.
Security Operations: Provide support in IT Security Operations.
Company Support: Provide company-wide support for IT-related matters.
Project Support: Provide support in IT-related projects and activities.

19. IT Assistant Job Summary

Farm Support: Daily support of the Farm, including weekends and evenings on a rota basis.
Technical Troubleshooting: Support and troubleshooting of issues for (including, but not limited to) PCs and Printers, Software, POS (Point of Sales for F&B outlets), PMS (Hotel Management Systems), Network Connectivity, Wi-Fi, Responsible for Telephones, TVs, Sound Systems, CCTV, and Cinema equipment.
Equipment Maintenance: Ensure all locations have a clean and tidy equipment room and cabinets/racks, checking that all equipment is well maintained and performing preventative maintenance.
Application Support: Support of company applications, assisting the operation with setting up and configuration.
Cinema Operation: Operate a cinema in all film and digital video formats.
Client Coordination: Coordinate with clients regarding technical needs and assist in presentation setups within the Cinema and areas of the Club, including coordinating equipment from outside vendors.
Film Handling: Assist with the coordination for the receipt, presentation, preparation, and dispatch of films.
Projection Maintenance: Assist with the operation, cleaning and maintenance of projection equipment.
AV Support: Assist with all aspects of site AV (including sound systems, DJ decks, phone systems, IT systems, as well as wireless AV) equipment and technical specifications.
Cinema Maintenance: Maintain the Cinema interior to ensure that it is clean and up to standard.
Logistics Coordination: Liaise with couriers, delivery companies to receive and ship all screening room films.

20. IT Assistant Details and Accountabilities

IT Support: Provide ongoing support to the IT Manager within a fast-paced manufacturing and sales environment.
User Assistance: Provide support to office, shop floor and field-based employees with their IT needs via an established ticketing system.
System Monitoring: Responsible for systems monitoring.
Project Assistance: Assist the IT Manager with projects and other IT systems management across 200 static and mobile devices.
Network Management: Responsible for networking routers and switches.
Remote Support: Face-to-face and remote telephone support.
AV Management: Responsible for AV management, triage and incident resolution.
LAN Support: Responsible for the technical support of the LAN networking system.

21. IT Assistant Responsibilities and Key Tasks

IT Troubleshooting: Conduct basic IT troubleshooting.
Device Setup: Set up of PC, Printers and Mobile Devices.
Server Management: Manage Active Directory and servers.
Inventory Management: Responsible for IT inventory management.
Vendor Liaison: Liaise with vendors for procurement.
Bill Checking: Responsible for simple bill-checking.
Call Reporting: Manage the Call system and the generation of the Call Report.
Classroom Setup: Check the classrooms' set-up to ensure teaching center standards for classrooms are met and problems with equipment are immediately reported to the appropriate line Manager.
Facilities Coordination: Contact point of contact between the teaching center and the main office regarding premises/facilities issues occurring, ensuring such issues are resolved timely and effective manner to avoid business interruption to the teaching center’s operation.
User Management: Maintain user management and advise staff following global IT policy and ISO270001.
User Assistance: Prompt communications and helpful assistance to solve problems.
Business Continuity: Handle immediately a temporary replacement to ensure business continuity.

22. IT Assistant Key Accountabilities

Network Maintenance: Help install, operate, and maintain computer networks and communication systems.
Hardware Troubleshooting: Troubleshoot company hardware and software.
Network Monitoring: Monitor, manage, and answer questions regarding the current computer network.
Equipment Repair: Responsible for making repairs to equipment.
User Support: Provide daily support for computer network users.
Helpdesk Response: Answer Help Desk calls and e-mails regarding the computer network or communication systems.
Infrastructure Administration: Administer IT network infrastructure, providing reliable and consistent IT network operation and technical support to IT systems of the British Council classrooms and offices, and take a backup role for the IT members in Ha Noi.
Issue Coordination: Contact in regard to ICT and CCTV problems occurring, work closely with the vendor, global IT and facility team to resolve such issues timely and effective manner.
Service Continuity: Ensure business support services are fully functional.
Operational Support: Provide efficient, secure and timely outcomes to the needs of the British Council teaching centers’ operation in Ha Noi regarding IT support services and premises/facilities management.

23. IT Assistant Duties and Roles

User Support: Support users by responding to requests and proactively identifying user support needs.
Infrastructure Assistance: Assist the Global IT Technician in addressing infrastructure needs, both monitoring existing infrastructure and responding to issues and working to implement changes and improvements.
User Training: Seek opportunities to train and inform users in order to increase their IT knowledge and efficiency, documenting and sharing training materials.
System Improvement: Work with the team to propose changes to Asprey’s IT provision to improve the company’s performance.
Supplier Liaison: Liaise with IT suppliers and carry out necessary admin (raising Purchase Orders, etc).
Administrative Support: Provide general administrative support to the Global IT Technician.
Global Support: Work outside standard hours to support global users and projects.
Technical Support: Provide end-user support, hardware and software application troubleshooting, installation and configuration of workstations and other IT equipment.
Upgrade Deployment: Evaluate, test and deploy all software and hardware upgrades to the desktop.
System Maintenance: Perform daily system monitoring, housekeeping, backup and maintenance of systems.
Operational Procedures: Assist in maintaining operational procedures, configuration, inventory control and IT procurement.
Account Administration: Assist in the maintenance and management of user accounts and administration.

24. IT Assistant Duties

Issue Resolution: Work with end-users or IT colleagues (or Service Desk) on assisting in resolving Level 1 issues in CP.
Escalation Support: Support in resolving or escalating Level 2 and Level 3 issues to the appropriate internal resource (Amman IT team, regional IT team).
Application Support: Provide Microsoft Windows and Office applications support.
Fault Diagnosis: Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them.
Data Backup: Ensure data backups for individual users are being completed and provide the necessary training on the use of these backup solutions.
Problem Resolution: Work towards a successful resolution of the problems clients present.
Preventative Maintenance: Perform preventative maintenance on all IRC computers and network resources in the field.
Network Support: Support the LAN and Wi-Fi connection in the expatriates' residences.
System Collaboration: Collaborate with the LAN, Wi-Fi, and network system fault detection.
Department Support: Support the IT department in all of its functions.

25. IT Assistant Details

First Level Support: Provide 1st level of support via hotline calls and emails with SLA.
Ticket Logging: Log all customer requests into the internal ticketing system.
System Monitoring: Monitor Linux and Windows systems on AWS and Azure cloud.
Technical Support: Provide efficient and timely technical support to the end-user.
Issue Escalation: Escalate any unresolved issues to the 2nd and 3rd level engineers for further resolution.
Follow Up: Follow up on the progress of all outstanding issues until closure.
IT Duties: Perform other IT-related duties when assigned by management.
LAN Support: Responsible for the technical support of the LAN networking system.
Printer Check: Make sure all the printers are working properly.

26. IT Assistant Role Purpose

SLA Compliance: Ensure strict adherence to SLA when dealing with customer tickets/calls.
GDPR Administration: Carry out GDPR Administration.
Stakeholder Coordination: Work closely with the relevant stakeholders.
Customer Support: Ensure that the highest quality of technical support and consultancy is delivered to the customer at all times.
System Connectivity: Work with other technical staff to ensure connectivity and compatibility between systems.
Data Confidentiality: Maintain confidentiality with regard to the information being processed, stored, or accessed.
Infrastructure Handling: Handle IT infrastructure and equipment, which includes servers, Windows workstations, laptops, printers, internet, etc.
Network Operations: Ensure efficiency in the daily operations of the network system.
User Assistance: Attend to users (office and site), assisting in troubleshooting and diagnosing IT-related problems.
Server Administration: Administer and monitor servers' storage, performance and network security devices.
IT Documentation: Document IT works for audit readiness, including hardware and software inventory, network diagram and user problem log.
Infrastructure Review: Review organizational IT infrastructure and workflow to improve operations to meet current and future requirements.

27. IT Assistant Roles

Support Ownership: Take ownership of reacting to colleagues’ IT support queries.
VoIP Support: Provide support to colleagues for VoIP phone queries.
Equipment Delivery: Take ownership of getting IT equipment sent to new starters.
IT Induction: Prepare to run IT inductions with new starters when the IT and Facilities Manager is on holiday or sick.
Server and Facilities: Deal with server issues, office access, and other office facilities challenges.
Equipment Processing: Help process, configure, and ship equipment to remote employees, as well as perform other administrative IT tasks.
Ticket Management: Receive, log and assist users with issues via Service Desk ticketing software.
Hardware Troubleshooting: Troubleshoot PC/Mac hardware, peripherals, and communication devices.

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