About this role
Job summary
Providing first line technical and administrative support to Age UK Coventry and Warwickshire.
Provide frontline technical and data support across the organisation, delivering guidance and assistance to staff in all departments, including remote teams and retail locations across Coventry and Warwickshire. Support the production of data reports for services, finance, and HR functions.
Visa Sponsorship is not available for this position.
Main duties of the job
This is a varied and hands-on role where no two days are the same. You will be the first point of contact for IT support, helping colleagues across our offices, services, and retail sites to stay connected and productive.
Alongside this, you will also play an important role in supporting how we use data across the organisation helping to produce reports for services, finance, and HR, and ensuring information is accurate, accessible, and handled appropriately.
In this role, you will:
-Troubleshoot IT issues and support users both remotely and in person.
- Visit sites across Coventry and Warwickshire to provide hands-on support.
- Produce andmaintainregular data reports to support teamsand decision-making.
-Support improvements to reporting processes and systems.
-Help colleagues feel confident using IT systems and data tools.
This role offers a great mix of practical IT support and data-focused work, making it ideal for someone who enjoys problem-solving, working with people, and developing their skills in both areas.
Staff benefits include:
Employee Assistance Programme Blue Light Discount Card Age UK Discount Portal Tickets for Good 27 days annual leave + Bank Holidays (Pro Rata)
About us
We're a local charity working in the community to support older people, their families and carers.
We want everyone to be able to love later life.
Job description Job responsibilities
Duties and responsibilities:
1 - Serve as the first point of contact for IT related issues, including hardware, software, network and system access problems.
2 - Respond to IT queries via Helpdesk, email or phone in a professional and timely manner.
3 - Ensure the ticketing system is monitored and kept up to date.
4 - Guide users through the required troubleshooting steps to resolve the issue either over the phones or by remote access.
5 - Visit sites across Coventry and Warwickshire to support the resolution of both planned and ad hoc/urgent issues.
6 - Escalate complex issues to the IT technicians for support.
7 - Install and maintain workstations as required.
8 - Follow safe working practices in regard to electrics, manual handling and working from heights.
9 -Assist end users with routine IT tasks providing clear and easy to understand instructions.
10 - Develop tools such as how to documents and short training sessions/videos to assist end users with processes or fixing common issues.
11 - Support with maintaining records of IT hardware including the locations and users of each device.
12 - Produce accurate and timely reports for services and managers.
13 - Support with the development of new reports.
14 - Ensure all personal data is processed in accordance with the GDPR policy and procedure.
15 - Adhere to all Age UK Coventry policies with particular reference to staffing, health & safety, safeguarding and equality.
16 - Participate as a member of the wider Age UK Coventry and Warwickshire team.
17 - Undertake such other duties as may be reasonably required, consistent with the nature and grade of the post.
Person Specification
Experience Essential
KNOWLEDGE & EXPERIENCE - Basic understanding of computer systems and networks. - Knowledge of Microsoft 365 platforms. - Experience of producing data reports. - Understanding of Data Protection and experience of processing data in line with current General Data Protection Regulations. - Strong administration skills. SKILLS & ABILITIES - Ability to meet new situations with innovative responses taking in a range of considerations. - Ability to establish credibility, confident and trust with colleagues. - Excellent customer services and communication skills. - Outstanding organisational and time-management skills. - Ability to work independently and understand when to escalate a concern. PERSONAL QUALITIES - Team focussed approach. - Commitment to undergo further development. - Flexible and adaptable approach to work. SPECIAL REQUIREMENTS DUE TO NATURE OF THE ROLE - Ability to safely move and install IT equipment. - Ability to access and work in confined or restricted spaces relevant to the role. - Full driving license and access to vehicle for work purposes to enable travel across Coventry and Warwickshire.
Qualifications Essential
Good general education.
Desirable
Related IT qualification or equivalent proven experience.
Employer details Employer name Age UK Coventry and Warwickshire
Address 8 Clemens Street
Leamington Spa
Warwickshire
CV31 2DL
United Kingdom
Employer's website https://www.ageuk.org.uk/coventryandwarwickshire/ (Opens in a new tab)