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Applications Support Officer

3 months ago

Bolton, United Kingdom Ummah Welfare Trust Full time

**ROLE: Applications Support Officer**

**BENEFITS**

**Salary**:Up to 30k per annum (dependent on experience)

**Hours of duty**:40 hours per week

**Responsible to**: IT Manager

**Location**:Bolton Office

**Annual leave**:28 days per year

**THE ORGANISATION**

Established in 2001, Ummah Welfare Trust is a UK-based international relief and development charity. Inspired by the Islamic teachings of empathy, generosity and selflessness, the trust aims to alleviate poverty and suffering across the world, and also ensuring that the rights of those who are neglected and oppressed are fulfilled by providing sustainable development solutions relating to shelter, education, health, and spiritual wellbeing.

Knowing that we are all ultimately accountable to the Almighty, the charity strives to maintain transparency and accountability, and as such the charity also has a full and transparent audit trail from the donor to the beneficiary.

**THE ROLE**

**OVERALL DUTIES**

**The post holder will**:

- Work closely with end users, understand their training needs, and deliver appropriate training and support.
- Carry out system administration activities including user management, release management and database management whenever necessary.

**MAIN DUTIES**
- Providing 1st and 2nd line support to internal and external stakeholders and escalating issue with third party providers where necessary.
- Conducting training needs and skills gap analysis on users as and when necessary.
- Training users individually and through training workshops on new/updated features and current releases.
- Working closely with the QA and Development teams to carry out testing to ensure the quality of future releases.
- Organize and manage the UAT testing with our user base on future releases.

**PERSON SPECIFICATION**

**Qualifications**
- ITIL or similar qualification is service delivery and management (Essential)

**Experience**
- Demonstrable experience within a first or second-line product support team. (Essential)
- Experience of talking to staff / clients through a series of actions, either face-to-face or over the phone. (Essential)
- Experience in supporting Office 365 packages (Essential)
- Delivering training both in person and remotely (Desirable)

**Skills/Abilities**
- Have a proven ability in assisting users in a clear and concise way. (Essential)
- Ability to work creatively, maintaining a high quality of work and attention to detail in a fast-paced environment (Essential)
- Self-Starter, motivated, able to manage own workload Essential Experience with testing bespoke software solutions. (Desirable)
- Help desk ticketing system. (Essential)

**Knowledge and understanding**
- Conducting root cause analysis. (Essential)
- Demonstratable knowledge and experience of the humanitarian and non-profit policy sector. (Desirable)
- Personal conduct and delivery of work should comply with the values and culture of Ummah Welfare Trust. (Essential)

**Other**
- The ability to occasionally adapt working hours to meet the requirements of the organisation. (Essential)
- Hold a valid UK driving license and have full access to your own car. (Desirable)

**HOW TO APPLY**

Please ensure that you **address how you satisfy each of the criteria in the person specification in your covering letter.**

For more information or discussion about the role please contact: 01204 661049

**Salary**: Up to £30,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Employee discount
- Flexitime
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Work Location: In person

Application deadline: 30/04/2024
Reference ID: UWTOA-23-01