Would you like to join us and help CHAS reach our Digital Transformation goals? If so we would be delighted to hear from you. Supporting the rest of the IT Team, you will be the first point of contact for users, responding to inbound tickets, phone calls and other enquiries. You will ensure all incidents and requests are logged, then resolved or escalated within given SLA’s. You will assist with IT service delivery, using the service desk application to track outstanding issues, and follow up with users and third party suppliers. You will also be responsible for updating our Knowledge Base and IT Intranet pages, with information and solutions to enable users to help themselves.
The role requires previous service desk experience, supporting both remote and on site users. We are looking for you to be HNC/D level educated in a Computer Science discipline, or equivalent technical qualification, and with at least 1 years’ experience working in a multi-user, multi-site environment. You must be enthusiastic and have excellent communication and team working skills. Good time management, problem-solving skills and the ability to remain calm under pressure are also required.
At CHAS, our ambition is to reach every family in Scotland who is living with the heartbreaking knowledge their child has a life limiting condition and offer them our care and support to empower them to make the most of the short time they have together. As IT Helpdesk Agent, you will have the chance to play a vital part in this vision, therefore a commitment to the CHAS core values, vision and purpose is essential.
Your role will be to maximise the use of Raiser’s Edge across all fundraising streams and use the database to ensure a clearly prioritised and well-managed prospect pool for National Museums Scotland. As the database expert in the department you will drive the development of the database, recommending and carrying out updates and changes that will better enable the Development Team to achieve its varied objectives. You will understand the needs of the database users and be able to problem solve to best meet those needs.
You will manage data held in Raiser’s Edge to exacting standards, ensuring that research on existing supporters is kept up-to-date. Monitoring the regulatory environment around fundraising and data protection will be of high importance and you will make recommendations about procedure and processes to ensure National Museums Scotland’s fundraising remains compliant. You will be educated to degree level, or equivalent, and have proven experience in a similar role within a comparable environment.
You must have demonstrable experience of working under your own initiative and managing a database. Strong written and verbal communication skills, in particular report writing and presenting financial information, are important while it is also vital that you have well developed ICT skills, including an in-depth working knowledge of using and managing Raiser’s Edge (or equivalent CRM) and in-depth knowledge of Excel.