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IT initial support - Digital team

Group:XR UK Digital
Posted:29/11/2023
Location:From home role with XR UK (UK Wide)
Hours per week:2-4
No. spaces available:2
Meeting Time:Times to be agreed for 1 meeting / week plus ad hoc meetings
Meeting Format:Conference call
Meeting Schedule:Hours are very flexible, work at whatever times suit you
Essential Skills:
  • Any IT software development, analysis or support
  • Problem solving
  • Helping people with their queries
  • People friendly
  • Content writing
Desired Skills:
  • Knowledge of XR's Digital systems, especially Hub and Mattermost
  • Experience of 1st line support
Accessibility considerations: Need to verbally communicate and use a screen and keyboard

The Digital team and related teams give written support to users of a variety of XR UK's systems. This is not a help desk receiving calls.
We want to rationalise and streamline this process by creating support guides for anyone giving 1st line support.
You will enjoy investigating how things work, seeking help and putting yourself in the position of a non technical user.
You will be good at writing plain English guides (like this one).

Our main systems are :

  • The Hub : our bespoke system maintaining info on our XRUK groups, members of those groups and their roles
  • Mattermost : our preferred messaging system
  • XRUK website
  • Action Network : software supporting our mailing list
  • Cloud based folders and files : access, how to use
  • Password vault management
  • Other 3rd party software frequently used, e.g. Zoom, managing calendars and events, social media
  • Almost anything else needing some technical skills but where we may only give reasonable not guaranteed support

We are developing our support functions so that anyone receiving a query can find FAQs or know where to go for help, i.e. 1st line support.
We already have experts who give very technical 3rd line support and need to reduce our dependence on them.
We are developing a knowledge base for reference by 1st line support or to support users so they can self serve.

This role is being advertised by the following working group:

XR UK Digital

Location: XR UK (UK Wide)

Purpose: To drive XR’s digital strategy, ensuring that we have secure and effective platforms to communicate and inform. Accountabilities: Providing digital support and documentation for XR individuals and groups Learning about digital needs, problems, and current solutions throughout XR Creating and maintain infrastructure for public-facing online platforms Providing advice and assistance on digital security and legal issues Setting up, maintaining and supporting digital communication platforms to fill needs within XR, in accordance with digital strategy and culture Domains: XR UK GDPR and Privacy Policy XR UK Digital Strategy Security, access, and password management of the social media accounts and Action Network Database

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