Job Title
EPALE Support Assistant Intern (FTC 12 months)
/ Reports to
Eva AlosMelchor
Job Holder(s) / Date
January 2016
Job Purpose
To provide excellent customer service to end users through the operation of the EPALE Helpdesk, ensuring that enquiries are dealt with professionally and efficiently in order to meet contractual KPI’s.
To provide administrative support the EPALE team in order to ensure that the contract is delivered as per the work programme.
To contribute to the achievement of KPI’s by sourcing and uploading appropriate content to the platform.
Dimensions
Financial
Support the EPALE team in the delivery of the contract within the fixed price budget.
Staff
N/A
Technical
Knowledge of Adult Education sector and experience in CMS preferable.
Principle Accountabilities/Tasks
  1. Operate and manage the EPALE Helpdesk to agreed service standards.
  2. Update and amend the FAQs arising from Helpdesk usage.
  3. Monitor and report on Helpdesk usage
  4. Use JIRA to upload and monitor issues raised via the Helpdesk
  5. Identify and upload events to the EPALE calendar in line with the EPALE Calendar Strategy
  6. Identify and upload resources to EPALE Resource Centre in line with the EPALE Resource Centre Strategy.
  7. Activateand approve new users
  8. Develop good working relationships with key stakeholders in the adult learning sector to ensure they feed into the development of EPALE and act as multipliers for its promotion.
  9. Represent EPALE at national and European levels as required. This may include attendance at client meetings, conferences and events, liaison with other programmes, and responding to enquiries about the programme.
  10. Provide administrative support to the EPALE team, including minute taking, report writing, pre event support (compilation of delegate packs etc), arranging travel.
  11. Undertake training as required and requested to support the successful implementation of the contract.
  12. Any other duties appropriate to the post as required.

Qualifications & Experience
  1. University degree (or working towards)
  2. Excellent writing skills in English.
  3. Experience of writing for a professional audience (in the adult education / VET field).
  4. Excellent interpersonal, communication and presentation skills.
  5. Excellent co-ordination and organisational skills, including attention to detail and the ability to assimilate large amounts of information.
  6. Confident in a multilingual customer facing role.
  7. Ability to work on own initiative and as part of a team.
  8. Good knowledge of relevant EU and National policy issues, systems and structures.in the field of adult education in Europe.
  9. Computer literacy (knowledge of MS Office - Word, Excel, Access – is essential).
  10. Willingness to travel throughout the UK and abroad and work outside normal office hours, including nights away from home.
  11. Fluent in English and at least one of the other primary European Union languages (FR, DE, IT, ES, PL) would be desirable.