Data & IT Support Assistant

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.