Proposal for a Project to Be Funded from the Regional Pot 2005/6

GREATER MANCHESTER CENTRE FOR VOLUNTARY ORGANISATION OUTLINE ROLE AND RESPONSIBILITIES

1. SUMMARY Job Title Technical Support Assistant Job Grade Support (administration / technical) Reporting to GMCVO Databases Manager Responsibilities Administration and technical support including:-  interacting with clients of GMCVO Databases via a ticketing system, email, at desk via telephone, occasionally face-to-face;  Respond to and resolve support queries, log and communicate to other team members.  Practical tasks; supporting events; maintaining and recording data and information; servicing meetings; producing reports and minutes; managing your diary

Technical support for customers including:-  Configuration changes to the systems provided.  Updates to websites, their configuration, occasionally using HTML and CSS  Assist in the servicing and support of clients; helping to run user-targeted events and courses; managing data and information and related filing systems  Assist other team members with appropriate project work when required.

Posts line managed none Assets managed none Projects / contracts none managed Relationships managed none Budgets managed none Income generation Expected to be alert to opportunities for paid work for GMCVO Databases team and/or other GMCVO staff.

2. ACTIVITIES Main area of work To provide technical support for customers of GMCVO Databases Main aims 1 Provide front line technical support of software to our clients 2 Provide excellent customer service and support GMCVO Databases’ external and internal relationships and communications systems 3 Adjust existing CRM systems under the direction of other team members 4 Maintain and update GMCVO’s range of database systems 5 Provide administrative support for the GMCVO Databases team 6 Other requirements GMCVO staff are required to undertake work outside their current role description as necessary to meet organisational needs.

Technical Support Assistant Page 1 3. SKILLS, KNOWLEDGE AND ABILITIES Skills required  An excellent grasp of IT systems and have the ability to learn new systems  HTML, CSS  Good people / communication skills.  Ability to deal well with customers  Logical thinking, strong analytical and problem solving skills  Up-to-date technical knowledge of web-based systems (servers)  Good records keeping  Familiarity of customer support and the ethos of good customer support  Able to carry out tasks to good standard and on time  Able to prioritise own workload and work unsupervised  Able to use own initiative, think under pressure and react to situations in a calm and professional manner  Organisational skills  Knowledge of context for GMCVO Databases  Able to support the delivery of income generating activity

Training provided  CiviCRM administrator and user training  Drupal administration and user training  Systems training (our support systems) Desirables  Computing/IT related qualification  Prior experience of Drupal and/or CiviCRM  SQL/MySQL, PHP Other job related Able to work flexible hours if necessary to meet business needs. conditions Occasional travel within Greater Manchester.

Technical Support Assistant Page 2 4. SUMMARY CONDITIONS OF SERVICE Salary: NJC equivalent points 22 - 25 £20,661 - £22,658 Plus 7% pension contribution and Death in Service insurance

Hours of Work: The contractual hours of work are 35 per week. Part time working will be considered. The post is eligible for flexible working in accordance with current GMCVO policies and with the approval of the line manager. However the need to provide adequate cover during opening hours takes priority. The post is eligible for flexible working in accordance with current GMCVO policies. You may need to undertake occasional duties outside normal working hours for which time off in lieu will be given.

Holidays: 22 days per year plus statutory Bank holidays, rising annually to maximum of 25 days

Pension: The post is eligible for the GMCVO non-contributory pension scheme. In addition employees may choose to make extra voluntary contributions.

Trade Unions: Staff are encouraged to join a relevant trade union.

Equal Opportunities: GMCVO is committed to the promotion of equal opportunities.

Contract: A permanent contract will be offered. All posts are dependent on the receipt of funding. For full terms and conditions of service please refer to the Contract of Employment. The contract is offered subject to a probationary period of three months. Date: 13th December 2017

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