Duties and responsibilities
- Serve as the first point of contact for IT related issues, including hardware, software, network and system access problems.
- Respond to IT queries via Helpdesk, email or phone in a professional and timely manner.
- Ensure the ticketing system is monitored and kept up to date.
- Guide users through the required troubleshooting steps to resolve the issue either over the phones or by remote access.
- Visit sites across Coventry and Warwickshire to support the resolution of both planned and ad hoc/urgent issues.
- Escalate complex issues to the IT technicians for support.
- Install and maintain workstations as required.
- Follow safe working practices in regard to electrics, manual handling and working from heights.
- Assist end users with routine IT tasks providing clear and easy to understand instructions.
- Develop tools such as how-to documents and short training sessions/videos to assist end users with processes or fixing common issues.
- Support with maintaining records of IT hardware including the locations and users of each device.
- Produce accurate and timely reports for services and managers.
- Support with the development of new reports.
- Ensure all personal data is processed in accordance with the GDPR policy and procedure.
- Adhere to all Age UK Coventry policies with particular reference to staffing, health & safety, safeguarding and equality.
- Participate as a member of the wider Age UK Coventry and Warwickshire team.
- Undertake such other duties as may be reasonably required, consistent with the nature and grade of the post.
