Systems & Support Administrator

2 weeks ago

London, United Kingdom In Kind Direct Full time

Job Advert

**Title**: Systems & Support Administrator

**Contract**: Permanent, Full Time

**Location**: London or Telford with Hybrid Working

**Reporting to**:Systems & Security Manager

**Direct Reports**: None

**Salary**: £32,000-£35,000 per annum

**About In Kind Direct**

Who we are:
We are a UK charity who work with charitable organisations and companies to ensure everyone has access to the products they need to keep clean, safe and well.

What we believe:
Everyone deserves access to life’s essentials and no usable product should go to waste.

Our purpose:
We create powerful partnerships, enabling more communities to thrive.

What we do:
We distribute products including personal hygiene, household, clothes, toys and technology, donated by manufacturers and retailers, to charities, community groups, food banks and schools across the UK. We are currently supporting 445,000 people each week. In 2023 we unlocked over £26m in savings into the voluntary sector. This helped charitable organisations meet the increasing need in their communities, at a time when their own resources are stretched.

Our role:
We are a practical response to the widening gap in society. We help meet today’s need and use our insights to reduce tomorrow’s. 2024 is the fourth year of our ambitious five-year strategy to triple our impact.

Our impact:
Since being founded in 1996 by HM King Charles III, we have distributed £350m of essential products, diverted 37,500 tonnes from waste, and supported 15,000 charitable organisations.

Our values:
We work with kindness, togetherness and integrity, driving innovation.

**Role summary**

Central to the In Kind Direct operation is an integrated e-commerce platform, ERP line of business system, customer relationship management and service and marketing platform. The availability, scalability and security of these systems are key to our success. Similarly, the wealth of data generated by our systems is an invaluable source of information and insight.

As Systems & Support Administrator you will work closely with every internal team providing phenomenal support in real time. You’ll prioritise and respond to service requests within agreed service levels, resolving or escalating issues as appropriate, while providing visibility at all times.

Driven by and focussed on high quality service delivery you’ll work proactively with users, identifying improvement opportunities and providing training or workshops as needed. Your systems knowledge and understanding of team objectives and processes will ensure all users are able to leverage maximum advantage from both current and new systems, while remaining focussed on privacy and security.

You’ll manage platforms and infrastructure and support the continuing systems migrations from in-house services to SaaS platforms. Working with external partners and the Systems & Security Manager, this role will support the smooth running and high availability and security of our core business systems on a daily basis. This will involve monitoring and reacting where necessary to engage other support teams.

**Key responsibilities**
- Provide front line support to all teams with a key focus on critical operational systems.
- New user onboarding including setup on all systems
- Fault finding, analysis and logging of information for the reporting of performance exceptions.
- Manage, coordinate and implement software upgrades, patches, hotfixes on all devices.
- Manage and resolve problems and service requests within agreed service levels.
- Proactively monitor system performance and capacity planning
- Provide input on ways to improve the stability, security, efficiency and scalability of the environment.
- Support and monitor user devices including laptops, desktops, telephony, printers.
- Work with key suppliers to deliver exceptional and responsive service according to defined levels.
- Support the delivery and testing of system changes and optimisations.
- Support the final critical stages of a comprehensive cloud systems migration.
- Lead a tech-first culture with skilled and confident users.
- Empower teams to identify inefficiencies and work with them to convert to opportunities.
- Maintain an accessible and dynamic knowledge base and systems documentation.
- Deliver internal training to upskill teams and cascade knowledge, building our resilience.
- Participate in disaster recovery and BCP drills
- Travel between our site in London and Telford when needed.

**To succeed in this role, you will be able to demonstrate**:
**Skills and knowledge**
- Thorough knowledge of the Microsoft 365 cloud platform
- Understanding of ERP systems, ideally Dynamics Business Central
- Understanding of CRM systems, ideally Dynamics 365
- Understanding of Power Platform and Power Automate
- Good knowledge of Windows Server, Active Directory, and virtualisation technologies.
- Ability to communicate complex or technical ideas simply and effectively
- Ability to prior

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