Data & IT Support Assistant

Job Summary

Providing first line technical and administrative support to Age UK Coventry and Warwickshire. You will give frontline technical and data support across the organisation, delivering guidance and assistance to staff in all departments, including remote teams and retail locations. The role also includes producing and maintaining data reports for services, finance, and HR functions.

Key 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 phone 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 – Essential 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.
• Ability to meet new situations with innovative responses taking into a range of considerations.
• Ability to establish credibility, confidence and trust with colleagues.
• Excellent customer service and communication skills.
• Outstanding organisational and time‑management skills.
• Ability to work independently and understand when to elevate a concern.
• Team‑focussed approach.
• Commitment to undergo further development.
• Flexible and adaptable approach to work.
• Ability to safely move and install IT equipment.
• Ability to access and work in confined or restricted spaces relevant to the role.
• Full driving licence and access to vehicle for work purposes to enable travel across Coventry and Warwickshire.

Person Specification – Qualifications

Essential

• Good general education.

Desirable

• Related IT qualification or equivalent proven experience.

Job Details

Location: 8 Clemens Street, Leamington Spa, Warwickshire, CV31 2DL, United Kingdom (also 7 Warwick Row, Coventry, CV1 1EX, United Kingdom).Salary: £27,170.85 per year.Contract: Permanent.Working pattern: Full‑time.

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