Age UK Nottingham & Nottinghamshire – IT Helpdesk Administrator/Coordinator
Post Title:
Department:
Responsible to:
Responsible for:
Tenure: / IT Helpdesk Administrator/Coordinator
Core Services
IT Manager
IT/Communications Help Desk
Charity Log Database -Maintenance & Training
Software Training
Permanent / Salary:
Hours of Work:
Date of issue:
Based:
Start Date: / £13,896 per annum (AUNN points 16-23, £17,139 - £21,057 per annum FTE)
Part time
(30 hours
Over 4 days)
March 2016
Nottingham
Asap
Purpose of the Post
1. To assist the IT Manager in supporting the use of information & communication systems within Age UK Nottingham & Nottinghamshire (Age UK Notts).
2. To assist the IT Manager in providing a centre of expertise for all matters relating to Information and Communications Technology (ICT) infrastructure and user support.
3. To maintain the CRM System (Charity Log) to include building sections for new areas of work as appropriate.
4. To train new starters on how to use the Charity Log System and to run a help desk for existing users of the database.
5. To maintain the Age UK Notts’ internal communication system (Yammer) to include setting up new users and removing users as appropriate.
6. To train new starters on how to use Age UK Notts’ internal communication site and to run a help desk for existing users of the site.
7. To assist the Age UK Notts Training department with ongoing IT software training.
Duties and Responsibilities
Technical IT & Communications Projects and Solutions
1. In conjunction with the IT Manager & IT Intern ensure that at all times Age UK Notts has minimised the risk of data loss caused by network or machine failure by taking daily cyclical backups of all data file and software systems.
2. To help develop and set up a Helpdesk system and be responsible for the administration of the helpdesk, ensuring that users are aware of the progress of tasks.
3. Assist the IT Manager &IT Intern with IT projects and physical work involved in moving network, computer or telephony equipment, as required, due to staff or technology changes.
4. In conjunction with the IT Manager & IT Intern, build new computer equipment installing the relevant software.
Setting up and maintenance of computer systems
5. Dismantle and re-assemble computer equipment as and when required and ensure that all in house computer networks and connected PCs and peripherals are maintained and kept in operational use (to include; planning, development, installing, configuring and supporting all network hardware, software and communication links.
6. Manage servers including; email, print, internal services for source control.
7. Maintain and verify backup servers/systems and ensure network connectivity of all workstations.
8. Manage security solutions, including firewall, anti-virus and intrusion detection systems.
9. Manage all network hardware and equipment, including routers, switches, hubs and UPSs.
10. Administer and maintain end user accounts, permissions, and access rights.
11. Perform server and security audits.
12. Perform system backups and recovery.
13. Monitor and test network performance and provide network performance statistics and reports.
14. Recommend, schedule, and perform network improvements, upgrades, and repairs.
15. To carry out regular audits of all IT equipment updating the register with the audit findings. Maintaining the register as equipment is purchased or disposed of.
16. To maintain the telephone system to include ensuring all active numbers are listed within the phone book.
Security
17. Implement the current policy relating to the use of Information Technology within Age UK Notts.
18. In conjunction with the IT Manager ensure that passwords are changed regularly within the administration of the network and across the user base.
19. Where log on codes for systems have to be allocated, ensure that the allocation records are kept up to date and that only authorised users gain access.
Charity Log & Yammer
20. To assist with creating user profiles and tables required for the implementation of the Charity Log system. Adding sections to the database when new areas of work are undertaken.
21. To ensure any issues relating to the operation of Charity Log are resolved, liaising with contacts at Charity Log if appropriate.
22. To train new starters and to act as internal “help desk” for staff using the Charity Log system.
23. To ensure that appropriate restrictions are applied to users of the Charity Log system.
24. To assist with creating user profiles for the use of the internal communication site “Yammer”. Deleting users as they leave the organisation .
25. To communicate important ICT information and instructions via posting announcements in Yammer.
26. To train new starters and to act as internal “help desk” for staff using the on the Internal Work Communication site “Yammer.”
Software/Hardware Training
27. To work with the Age UK Notts Training department on delivering software training to members of staff & volunteers.
28. To provide training on the use of ICT equipment including telephones as required.
On-going Technical Skill & Personal Development
1. To keep up to date with changes in technology and advice on hardware/software that may benefit Age UK Nottingham & Nottinghamshire.
2. To maintain knowledge/skills of the Charity Log and Yammer systems.
3. In conjunction with the IT Manager create a personal development plan. This plan will include relevant training courses and personal coaching. Your Personal Development Plan will be tailored to your specific needs, those of the IT Department and the Organisation as a whole.
4. To be the contact point for any queries within the organisation during the IT Managers absence or unavailability seeking advice as necessary from the Assistant Chief Exec (Resources), Chief Executive or a member of the Senior Management Team.
Charity Responsibilities - Standard Clauses
Your Needs
· You will keep under review your own developmental needs, keep yourself informed of current issues and be alert to the Age UK Notts training programmes and policies and attend all supervision meetings advised by your line manager. It is your responsibility along with your line manager to identify training and development needs and to inform your line manager of these.
Equality and Diversity
· You will uphold the Age UK Notts Equality and Diversity policies and practices thereby promoting fair and quality services to all. If Age UK Notts deem you have breached any of these policies this may be dealt with under the disciplinary procedure. All policies can be viewed on the Yammer - please ensure you refer to the Equality and Diversity Policy and the Bullying and Harassment Policy.
Health and Safety
· You will take reasonable care for your health and safety and have regard to other persons who may be affected by the performance of your duties, in accordance with the provisions of Health and Safety legislation and actively encourage, promote and reinforce all Health and Safety procedures in accordance with the guidelines laid down in the Age UK Notts Health and Safety Manual.
· You will exercise proper care in handling, operating and safeguarding any equipment or appliance provided, used or issued by Age UK Notts or provided by a third party for individual or collective use in the performance of your duties.
Safeguarding
· You will raise any concerns regarding safeguarding and report all allegations of abuse in line with the Age UK Notts Safeguarding policy.
Customer Care
· You will promote and deliver services in a way which is sensitive and responsive to those receiving such services and be aware of and implement the Age UK Notts customer care policies and service level agreement requirements (if applicable).
Professional Integrity
· You will maintain at all times the professional integrity of the Charity and represent its main interests in any dealings with other bodies, groups and individuals.
Quality Assurance
· You will uphold and proactively contribute to the Age UK Notts Quality and Environmental Standards frameworks including ISO 9001 and ISO 14001and the Age UK Organisational Quality Standard.
Other
· participate in, and promote fundraising & income generation
· promote all Age UK Notts services and trading products
· You will attend staff meetings, the annual staff conference and other meetings as requested in order to keep up to date with information within the Charity
· You will provide for your line manager, weekly diary sheets and any other reports or information as required.
· You will carry out any other specified tasks that may be reasonably required by the relevant Manager, with the proviso that any changes of a permanent nature will be included in the job description.
This job description is intended as a summary of the main elements of the job described. They may be varied from time to time in consultation with the job holder without changing the general character of the duties or the level of responsibility entailed. Such variations are a common occurrence and cannot of themselves justify a reconsideration of the grading of the post.
I confirm that I have discussed the content of this Job Description with my line manager and that I understand its content.
Please indicate on enclosed application form evidence to show why you fulfil each individual point below:
Essential Requirements
1. A minimum of 2 years ‘experience within a similar role
2. A high level of technical skills in using a variety of IT & Communication equipment.
3. The ability to “set up” a pc/laptop i.e. installing the necessary software ready for giving out, as well as excellent troubleshooting skills
4. An excellent knowledge of Microsoft Office and Windows 7
5. To have an understanding of the importance of IT/data security.
6. Excellent communications skills including the ability to train others in the use of equipment & software.
7. Proactive and highly organised, with strong time management and planning skills, meticulous attention to detail and ability to multi-task.
8. Ability to meet deadlines and remain calm under pressure.
9. Ability to work as part of a team and work alone using your own initiative to plan a productive working day in a fast paced environment.
10. Knowledge and understanding of Equality and Diversity issues and a commitment to implement the Age UK Notts Equality and Diversity policy.
Desirable Requirements
1. Experience of using Office 365 and Share Point.
2. Experience of using an internal system such as Yammer or equivalent internal communication site.
3. Contact Management database system experience, preferably, charity log.
4. Educated to degree level preferably in information technology, computing, communications or an equivalent specialism)
Salary: £13,896 per annum (AUNN points 16-23, £17,139 - £21,057 per annum FTE)
Start Date: ASAP
Hours of Work: 30 hours per week over 4 days.
Age UK Notts consider a full-time working week to be 37 hours, Monday to Thursday 9.00 a.m. to 5.00 p.m. and 9.00 a.m. to 4.30 p.m. Friday with 30 minutes for lunch (which is unpaid). Age UK Notts operates a scheme of flexible working hours.
Holidays: 24 working days (pro rated for part time hours). Employees are granted 8 Public Holidays. One additional day’s leave is added to the annual leave entitlement for each year of service up to a maximum of 8 additional days.
Mileage
Allowance: Currently 45p per mile.
Pension: The Charity will contribute 4% of basic salary into our NEST pension scheme after 3 months service with a phased employee minimum contribution rising to a maximum of 1.6% from 1st October 2018 (in line with auto-enrolment rules). However employees may contribute more than the minimum required employee contribution.
Place of Work: Bradbury House, 12 Shakespeare Street, Nottingham NG1 4FQ
Timetable for Appointment
Post Advertised: Monday 14th March 2016
Closing Date: 12 noon on Friday 8th April 2016
Short-listing: 11th and 12th April 2016
Interviews: 19th April 2016
N.B. Due to financial constraints, applicants who are not short-listed will not be notified. If you have not received an invitation to attend an interview within three weeks of the closing date you may assume that your application has not been successful.