Family Mediation Week 16-20 January 2023 Family Mediation Week is an opportunity to raise awareness of family mediation and of the benefits it can bring to separating families. The aim of this week is to let more people know about the benefits of...
IT SUPPORT ASSISTANT
Eligible kickstart scheme applicants only.
*Please note, if you are interested in this role, please contact your Work Coach to be referred to us.
The Role:
You will be responsible for maintaining our internal computer services and equipment. This will include troubleshooting to detect and solve technical problems, installing or updating required hardware and software and recommending computer products or equipment to improve company productivity. Viruses, loss of data, non-working software programs, troublesome hardware setup and faulty Internet connections are potential issues you might encounter.
Your primary role is to provide support, in person or over the telephone or using Zoom or equivalent software, to between 45-50 members of staff who are experiencing problems with their computers or software. Staff are split between a number of offices and some also work from home either full- or part-time. This role involves providing prompt initial support and applying common fixes on an “as needed” basis as well as liaison with our external IT support company and acting as a point of contact for our external support technicians. This role also involves the configuration of new hardware as well as software for new users or equipment, e.g. the upgrading of operating systems, joining a domain or virtual private network and working with administrative rights. In carrying out this role, you will develop your own understanding of the hardware and software that we use.
A secondary, but no less important, role is to learn how to operate as an internal administrator for our Partner for Windows case management and accounts software, not only in supporting users with difficulties as above but also in ensuring that users are getting the best out of that technology and are able to work more efficiently. This will involve developing an understanding of Field codes in Word and the editing and design of appropriate document templates and work-flows for different teams, depending on their needs.
Thirdly, the role will involve the delivery of training to members of staff to assist them in making the most of the software that they are using. This will be structured induction training in the case of new staff and more involved training for existing staff and may also involve the creation of video training sessions which can be used on our online learning platform, to which staff have access.
Essential skills, experience and qualifications:
A minimum of two good A’ Levels or completion of a relevant Level 3 apprenticeship. You should have a good level of familiarity with the features and functionality of Windows 10 Pro as well as Microsoft Word, Excel and. Outlook (Office 365). Some knowledge of SQL would be useful, but not essential.
You must be able to demonstrate exceptional communication, problem-solving and analytical skills and be able to discuss computer problems and operations with people who know less about technology than you do. You must be able to translate complex technical issues into simple terms and be able to understand users' descriptions of their problems in order to correctly troubleshoot them. You must be able to stay calm and patient when dealing with users.
If you are interested in this role, please contact your Work Coach to be referred for this role.
