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Job description

Overview/Purpose of Role
We are looking for someone to join the IT team – part of Assets and Compliance – to assist in maintaining current systems and support the IT and Facilities Manager, the team, and the wider business.

The post-holder - working five days a week - will support all users within the business and provide critical support to the IT and Facilities Manager with various tasks across different aspects of activeNewham’s ICT function, including general administration and other duties as required.

Responsible for day-to-day IT support in conjunction with our third-party service providers and some operational management of activeNewham’s Information Technology services, the post-holder will be an integral member of the IT team while consistently contributing to the business’ success through active promotion and ensuring first-class customer service and excellence.

Context

• The post holder reports to the IT and Facilities Manager and works within the Assets and Compliance team.
• The role is 40 hours a week, working within the three leisure centres; occasionally, there will be a requirement to work evenings, weekends and public holidays to meet service requirements or emergencies.
• The post holder may be required to work out of hours to answer urgent calls in case of service failure.
• The post holder must wear appropriate attire and adhere to the company Uniform Policy.
• Travel to company facilities to complete the requirements of the role is expected.
• The post holder will be required to liaise with staff at all levels of the business to coordinate all the requirements of the job role.
• The post-holder will also be responsible from time to time for delivering training and guidance of systems, policies and procedures across activeNewham.

Key Tasks and Accountabilities
Essential tasks and accountabilities are intended to guide the range and level of work expected of the post-holder. However, they are not an exhaustive list of all functions that may fall to the post-holder. Employees will be expected to carry out such other reasonable duties which may be required from time to time.

Responsibilities include, but are not limited to:

• Maintain a positive image of the business.
• Assist with the administration of services relating to IT, including hardware, software, and other related functions.
• Assist with the day-to-day IT operations/administration across the business.
• Serving as the first point of contact for IT support within the organisation (beyond third-party support) for problems.
• Diagnosing and troubleshooting software and hardware issues, including repairing and replacing damaged computer and network components.
• Maintaining and updating technical documentation regularly.
• Act as the first point of contact for our CRM solution.
• Assist in maintaining the integrity of business-critical IT functions. Examples include kiosks, TVs, assets, payment devices, and turnstiles (access control).
• Be on-call to visit centres and to cover holidays and absences.
• Troubleshoot problems in person (this role is not based remotely) or repair when necessary.
• Track and record inventory/assets and status for hardware and software throughout the organisation.
• Helping to install, configure and maintain the company’s IT framework.
• Set up hardware and software applications as and when required.
• Provide general support for the IT department, immediate colleagues, and the company’s computer users.
• Install and maintain various peripherals and install relevant updates and patches.
• Handling customer and colleague queries regarding networks, systems and applications, often through a help desk.
• Additional tasks: data entry, troubleshooting MFDs and other technology assets/software as may be required.

Protecting Staff and Services
Adherence to health and safety requirements and proper risk management is required from all employees in so far as is relevant to their role. All employees must understand and promote good Health and Safety practices and manage risks appropriately.

PERSONAL SPECIFICATION

The criteria listed in this Person Specification are all essential to the job.

Knowledge and Qualifications

• Experience working in a leisure environment is desirable.
• Excellent literacy and numeracy skills.
• Knowledge/experience in IT.
• Good understanding of customer requirements and customer service skills.
• The ability to deliver a high-quality service without supervision.
• The ability to work as part of a team.
• Relevant qualification desired.

Experience

• Demonstrable experience in IT.
• Demonstrate a hands-on approach.
• Comfortable with a wide range of hardware, with the ability to use your initiative.
• The role will also include hands-on work such as hardware installations and setups.
• Previous experience in a leisure/health and fitness facility or customer-focused environment.
• Prior HR and operations management experience
• Experience in dealing with routine administration.

Skills

• Microsoft software: including Windows, Office, Server, SharePoint.
• Networking and other business technologies.
• A dynamic, hands-on, results-driven approach and attitude.
• Demonstrates trust, openness and respect when interacting with people.
• Flexible approach to tasks and workload.
• Able to talk about technology in simple terms.
• Able to think logically and solve problems.

Other requirements
The ability to work evenings, weekends and holidays is essential for this post.

Job Type: Full-time

Salary: £30,000.00 per year

Benefits:

• Flexitime

Schedule:

• Flexitime
• Monday to Friday
• Weekend availability

Application question(s):

• Describe a time when you went above and beyond to resolve an issue.
• What does LAN mean?
• What does WAN mean?
• What is the difference between LAN and WAN
• Not all of this role is direct support. How do you feel about completing other site-based admin tasks?
• Why do you think you are suitable for this role?
• Give an example of when you have worked under pressure.
• What are your greatest strengths and weaknesses?
• Why do you want to work here?
• Describe an occasion when you've had to communicate complex information.

Work authorisation:

• United Kingdom (required)

Work Location: One location

Application deadline: 24/02/2023