Reports Totraining and Operations Coordinator

Job Description

Job titleIT Coordinator

Reports toTraining and Operations Coordinator

Line Management None

LocationSHS Head Office (with travel)

LiaisonOrganisation wideand external agencies

Contract Permanent

Annual salary £28,000 to £30,000 (according to experience)

Benefits 28 days annual leave, pension, life assurance, employee assistance programme

CONTEXT OF WORK

School-Home Support (SHS) is a charity working with children and families to maximise educational opportunities and improve life chances. SHS partners with schools, local authorities and families to look beyond the classroom to understand and tackle the issues affecting children’s learning. SHS practitioners intervene at the earliest opportunity to break intergenerational cycles of low aspirations, academic failure and worklessness, replacing them with children in school ready to learn. SHS relies on its various IT systems to provide an efficient working platform for its staff as well as to provide information and data via online platforms to grow the organisation.

Principal Accountabilities

Job Purpose

You have responsibility for the updating and functioning of the various IT systems, Telecoms and online platforms to ensure its effective use by staff and external members, and to provide reports and statistics from databases as required.

The postholder has four core responsibilities:

Systems administrator for:
Google apps (Mail, Calendar, Drive, Docs, Sheets)
Charitylog (case recording database)
Salesforce (CRM)
Learning Pool (LMS & Forum)
SHS Intranet and website (updating content).
Providing data reports and extracting relevant statistics to create required charts and tables
Liaison with external IT system and Telecoms providors and support teams
Supporting the organisation with on-going developments to improve systems and their use

The successful candidate will be

Highly organised and methodical
Skilled in a wide range of different technologies including webpages
Knowledgeable on databases, exporting reports and using pivot tables to create data tables and charts
Able to work independently and prioritise support calls within workload
Highly committed to our organisational vision
Experienced with supporting teams working remotely as well as in the office

Level of contact with children and young people

As the post holder may have occasional limited contact with children, young people and their families through out of office meetings with SHS practitioners and other school pastoral workers they will require a DBS certificate. SHS will organise and pay for this certificate.

Internal contacts

The post holder will liaise extensively with all staff at our HO and all regional based staff including practitioners, trainers, assessors, project workers and contractors.

External contacts

The post holder will be responsible for liaising with IT systems and Telecoms and related suppliers as needed for delivery of efficient service and equipment for all SHS staff. Additionally, the post holder will be responsible for providing access to Membership online services and be the initial contact for those external members with login or other technical issues.

Tasks and Responsibilities

Systems administrator

To be the systems administrator at SHS and thereby responsible for the functioning and access for the IT systems (eg.Google apps, Charitylog, Salesforce, Learning Pool, Intranet and website) and ensuring all operate at the agreed specifications.
To set up and decommission desktops, Chromebooks, laptops and mobile phones
To develop and deliver induction and training programmes (including on-line materials) on the use of the IT systems as required.
To establish and communicate processesto ensure accuracy of content in databases and IT systems.
To provide user support (including SHS staff and external users) through on-line troubleshooting solutions and via phone and email.
To use Wordpress, basic HTML or a system specific online editor for updating online content or to develop the SHS Intranet and website.
To ensure that internal and external content available via our technologies meets data protection and other required confidentiality and system security criteria.

Information, databases and reports

To review organisational use of systems such as Salesforce and Charitylog and create report templates to meet business needs
To run regular reports in Charitylog and use pivot tables to generate the necessary data tables and illustrative charts
To regularly provide requested data tables and charts in SHS reports, funding applications or business tenders
To analyse and report on trends in selected data across a specified timeline as required
To provide adhoc reports as required

Liaison with external IT system and Telecoms providors and support teams

To be the lead contact within SHS for any IT related issues, including phones and other mobile data devices (e.g Chromebooks, laptops etc)
On a day-to-day basis manage the contact with IT and Telecoms Support Services providers ensuring SHS’s IT services function effectively and efficiently.

IT Systems

To maintain all the IT and Telecom records, including purchase and maintenance logs.
To provide regular analyses on usage patterns on all technology through data collected online, providing management information and recommendations for developments.
To conduct regular user satisfaction surveys and resolve any problems which are limiting access and usage.
To continually develop the content and functionalities provided by all technologies.
To provide advice and guidance on the IT and Telecom Systems being used, or upgrades required, by practitioners and other staff
To agree with line manager the annual plan for IT.

Other General
To attend staff meetings, including participating in internal working groups as required, in order to contribute to the success of SHS.
To undertake relevant training and attend external events, in order to carry out the duties of the post in an informed, effective and efficient manner.
To ensure that customer care and equal opportunity principles are complied with and promoted in accordance with SHS values and equal opportunities policy.
To ensure that a high level of confidentiality is maintained in all aspects of the work.
To conform to health and safety legal requirements.
To carry out any other duties as requested by the line manager from time to time.

This job description is not exhaustive; it outlines the key tasks and responsibilities of the post. These key tasks and responsibilities are subject to change. Any changes will be made in consultation with the post holder. You will be expected in undertaking the above role to comply with any policies and procedures that SHS may issue.

Post holder:______

Signature: ______Date:______

Line Manager: ______

Signature ______Date:______

PERSON SPECIFICATION

Essential / Desirable
Relevant Knowledge and Experience

HTML/CSS/CMS and web-enabled technologies
CRM’s
Database knowledge and report creation
Pivot Tables creation and manipulation
Range of different applications and technologies
Data Protection

Written simple code for webpages
LMS and Online Forum
Supported IT systems for 20+ staff
Education/charity sector and work of SHS

Skills

Ability to support various database and web-enabled technologies.
Ability to support Google Apps and minimal support for Microsoft Office.
Excellent verbal and written communication skills.
Highly developed customer service and organisational skills
Ability to positively work within a team

Ability to install new technology and manage supplier contracts.
Ability to write clear processes and instructions for use of technologies by staff.

Personal Qualities and Interests

Proactive and reliable
Conscientious and detailed

Commitment to the values of SHS
Interest in the work of charities and supporting children and families

Other

Satisfactory DBS Check, if applicable
Eligible to work in the UK
Willing to travel on occasion to schools with SHS staff or members

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