ROLE PROFILE

Job Title: ICT Assistant

Department/Section: ICT

Location: Office based, 10 Mansfield St, Glasgow, G11 5QP

Salary: EVH Grade 5

Reports To: ICT Manager

Overall Purpose

The ICT Assistant will provide day-to-day ICT support services across the Association, ensuring staff receive a responsive, secure and customer-focused service. The role requires a high degree of personal responsibility, technical competence and the ability to prioritise workloads in line with service needs.

The ICT Assistant will work with minimal supervision, coordinate workloads and deadlines (including third-party suppliers), produce management information, and support continuous improvement of procedures, cyber security and data protection controls.

Key Responsibilities

ICT Service Delivery

Take ownership of the day-to-day running of the ICT help service request process, ensuring incidents and requests are logged, prioritised, progressed and closed within agreed timescales.

Coordinate workload, deadlines and communication across ICT activities, including allocating tasks to colleagues/contractors as agreed and escalating issues where required.

Provide advanced first/second-line support to colleagues across the Association (office and mobile working), including troubleshooting hardware, software, telephony and system issues.

• Maintain accurate ICT asset records (laptops, mobiles, peripherals), user accounts, license allocations and configuration details to support audit and compliance requirements.

Liaise with third-party suppliers and hosted service providers to progress faults, service requests and change activities, ensuring appropriate updates are provided to internal customers.

Support the administration and continuous improvement of key business systems (e.g., housing management system, Office 365, SharePoint, telephony.

Systems, Data & Reporting

Support system administration tasks such as user set-up, role-based access changes, configuration updates and testing of minor changes, following change control procedures.

Maintain and update ICT procedures, user guides and knowledge base articles in line with service changes, ensuring guidance is clear and accessible for staff.

Support and co-ordinate ICT project activity (e.g., upgrades, rollouts, process improvements), including documenting requirements, coordinating tasks, arranging user testing and supporting go-live activity.

Cyber Security & Data Protection

Operate day-to-day security administration controls under the direction of the ICT Manager, such as managing user access requests, leavers/movers processes, multi-factor authentication enrolment and secure device configuration.

Undertake routine access checks (e.g., shared mailboxes, housing/finance systems where applicable) and provide audit evidence and exceptions reporting to support internal controls.

Monitor and action agreed cyber security tasks such as reviewing security alerts/notifications from Microsoft 365 and suppliers, escalating suspected incidents promptly and supporting the incident response process (logging, evidence gathering and communication updates).

Support delivery of cyber awareness activities (e.g., phishing simulations, staff guidance, onboarding briefings) and promote safe working practices across the Association.

• Assist with GDPR and information governance activity as required, including supporting DPIAs, maintaining records of processing/system documentation, and advising colleagues on secure storage and sharing of information.

Support business continuity and disaster recovery arrangements by helping maintain backup/service documentation and participating in scheduled tests and lessons-learned actions.

Undertake any other duties consistent with the grade of the post, as directed by management

PERSON SPECIFICATION

Job Title:

ICT Assistant

Department/Section:

ICT

Date:

Requirement	Value
	a	aa
1. Education and Qualifications
●Educated to SVQ Level 3 (or equivalent) or able to demonstratesignificant relevant experience supporting ICT services and users
2. Skills and Abilities
● Excellent written and verbal communication skills
Excellent customer care and interpersonal skills to deal with a rangeof customers, Board members, colleagues, contractors and visitors	√
Excellent ICT skils, including good working knowledge of MicrosoftOffice applications	√
Demonstrable enthusiasm and commitment to put customers firstand skills to work with customers face to face and on the telephonein a customer and community focused environment	√
● Competent use of IT systems for recording and retrieving data	√
Ability to work professionally and calmly in dealing with customerenquiries and knowing when to ask for help and support	√
Ability to work well and flexibly as part of a team	√
Ability to deliver effective end-user training to users with differentability levels (from beginner to advanced)	√
Ability to create and update user documentation and training guides	√
		aaa
3. Experience and Knowledge
●Demonstrable experience of working in an ICT environment		√
Working knowledge of cyber security good practice (e.g. secureaccess, phishing awareness, device security) and ability to followand support organisational security procedures		√
● Understanding of confidentiality and data protection requirements(UK GDPR), including secure handling and 'sharing of personal andsensitive information		√
● Sound analytical and problem solving skills	√
Experience and working knowledge within a customer servicesenvironment		√
● Experience in working as part of a team to deliver services		√
Appreciation and commitment to the social housing sector and anunderstanding of how housing associations work		√
● Understanding of Office 365	√
● Understanding of Wide and Local Area Networking		√
Knowledge and understanding of Mobile Device Managementapplications and delivering 'agile working' through ICT		√
Understanding of IT trends and initiatives going on within IT andthe social housing sector	√
4.Other Requirements
● Commitment to continuing professional development	√
● Can commit to evening and weekend working when required.	√
You are also required to undertake any other duties within yourcapabilities as may be reasonably required and work in accordancewith PHA Company Values	√