JOB DESCRIPTION

Post: Switch On IT Helpdesk Officer

Responsible to: Chief OfficerKey Relationships: Other staff and volunteers working in Age UK

Wigan Borough; members of the public Salary: £10.33 per hourHours of work: 37 hours per week

Notes:This job is subject to Disclosure & Barring Service (DBS) disclosure procedures.This is a temporary role for two months, expected to be September and October 2020.

Purpose of this Post

The Switch on IT Help Desk is envisaged to provide two months’ one-to-one support to older people who want to take advantage of Zoom and other IT platforms to engage with activities but don’t know how to. This will include enabling people to access our Bright Days revised programme but also other external activities.

The post will also provide internal support in implementing on-line activities and reviewing our social media activity.

Key Duties & Responsibilities

1. To provide one-to-one support over the phone and, where safe, in person to older people who are currently unable to use Zoom and similar IT platforms.

2. To develop simple ‘how to’ cribsheets suitable for older people who have limited understanding of IT.

3. To be responsible for tablets that are available to donate to older people fitting agreed criteria. This includes setting up the tablets, keeping a record of who they have been given to and following up to ensure that they are being used.

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4. To work closely with Wigan Borough’s Tech Mates scheme which provides volunteer support to people needing help to ensure the best use of resources.

5. To support staff and volunteers from the Bright Days programme to set up chat groups and activities on-line.

6. To undertake a review of Age UK Wigan Borough’s social media and website in order to put together proposals for how to maximise its effectiveness, including effective search engine optimisation, bearing in mind the limited resources available.

7. To ensure that there is effective record-keeping of the enquiries made and support given and impact of the work done, using the organisation’s Charitylog database.

8. To support the organisation to fulfil its responsibilities under Health and Safety. You may be asked to take on roles such as First Aider, Health and Safety representative or Fire Marshall for which appropriate training will be given.

9. To support students on placements. This may include having students that shadow your work or performing a supervisory role. Appropriate training will be given.

10.To participate in Age UK Wigan Borough promotional events as required.

11.To work within all the guidelines, policies and procedures as set out by Age UK Wigan Borough.

12.To attend Induction, Training and any Staff Meetings as and when required.

13.To carry out any other duties as may be requested which are consistent with the duties and responsibilities of the post.

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AGE UK WIGAN BOROUGHPERSON SPECIFICATION – Switch On IT Helpdesk OfficerBASED AT Age UK Wigan Borough

Please ensure that you show how you meet each of the following requirements when completing your application form.

ESSENTIAL EVIDENCE

Knowledge and Experience

1. A full understanding of computers and common networking systems, including Zoom, Facebook and Twitter

Application form Interview

2. Experience of supporting people with little knowledge and some fear to use IT systems

Application form Interview

3. An understanding of and commitment to client confidentiality

Application form Interview

Skills

1. The ability to work with different agencies in a co-operative way to achieve positive outcomes for older people

Application form Interview

2. Excellent written and oral communication skills, with the ability to talk to people at a wide range of levels

Application form Interview

3. Good record-keeping skills, with a systematic approach to keeping records up-to-date

Application form Interview

3. Experience of using IT systems and common office software applications, in particular Microsoft Word, Outlook and Excel, as well as knowledge of database management.

Application formIn tray exercise

General

1. Demonstration of the Age UK Wigan Borough PRIDE values: Person-centred, Respectful, Innovative, Dynamic, Empowering

Application form Interview

2. A commitment to equal opportunities and challenging age stereotypes

Application form Interview

Originator: John McArdle Date: July 2020Recruitment & Selection ProceduresMarch 09 Version 7 May 2017

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