Location: London - hybrid working -minimum 2 days per week in the office, office is accessible to people with disabilities, flexible working hours available
Salary: £27,352
Contract: Full Time; 40 hours a week- (9 AM to 6:00 PM)
About The Role
As IT & Operations Associate, you will support learners and staff across the UK and Ireland, working within the Learning Operations Team. You'll own and manage central IT processes and services that help our learners access our courses and support and keep our staff working efficiently and effectively. You will play an important role to help us deliver inclusive and accessible practices in IT support, supporting our diverse learners and staff to access their technical needs.
In terms of IT, you'll work to make sure all Generation staff have the tools they need to do their jobs including ensuring they have laptops and phones, can access and know how to use the software programmes we use day to day with training, guides and day to day support. This will include playing a role in ensuring our systems are cybersecure. You'll also play a critical role ensuring our learners have the equipment they need. This includes managing our delivery, provision, and return of laptops and internet dongles.
In terms of Operations, you'll be responsible for ensuring learner and staff tech orders and issues are completed in a timely manner. You will use Asana, a project management tool, to track your operations and communicate effectively with the team. You will also ensure that learner tech is returned on time, which involves emailing, SMS, and phone calls.
As part of the Learning Operations Team, you will also be responsible for supporting the onboarding and offboarding activities for each cohort of learners. You will be good at organising data and information and should be able to communicate with a range of people. You are interested and know how to work with digital tools. You will join an ambitious and fast-paced team, where you will work closely with the team to improve our processes and ways of working.
About Generation
Generation's mission is to train, coach and support people into life-changing careers that would otherwise be inaccessible to them.
We are a UK registered charity, founded by McKinsey and Company, delivering tailored programmes to recruit, train and place unemployed people into work. Through our unique approach, we also solve a wide range of employer challenges—skilled talent shortages, poor job performance, lack of diversity, and high turnover.
Generation launched globally in 2015, and has grown quickly to become the world's largest demand-led employment initiative. We have placed over 80,000 people into roles, working with over 4,000 employer partners to date across 16 countries and 26 professions.
Generation UK&I is currently running training to employment programmes in the West Midlands, London, Manchester, Dublin, Leeds and Scotland. We run a range of tech bootcamps, as well as programmes supporting people into healthcare and the Green sector.
By joining Generation UK&I now, you will become part of an organisation which is determined to play its part in addressing both of these challenges for people in the UK and Ireland over the coming months and years.
Find out more at generation.org
You can also learn more about our culture, directly from our incredible people - What is it like to work at Generation?
Generation acknowledges the duty of care to safeguard, protect, and promote the welfare of staff and learners and is committed to ensuring safeguarding practice reflects statutory responsibilities, and government guidance and complies with best practice.
All our staff in the UK are required to undergo a DBS check.
Responsibilities
Provide IT support and services to the Generation team and learners in the UK and Ireland
- Manage an IT asset register (laptops, phones, dongles, screens) for staff and learners
- Organise purchase, delivery, and pick-up of laptops and other hardware from learners and staff (This involves trips to the post office to send off equipment)
- Support learners and staff to resolve issues with their technology and/or working space, ensuring timely resolution of all issues
- Problem-solve issues, disseminate information and create workarounds/best practices for learners and staff related to these systems
- Monitor and assure alignment with processes required to keep our IT operations cybersecure
- Liaise with the Generation global tech team to resolve issues with technology or software services
Support with onboarding and offboarding Generation learners
- Ensure Generation learners are set up with appropriate technology and tools before they begin their bootcamps
- Ensure Generation learners are offboarded from Generation tools and systems, and are able to successfully return their equipment
- Answer instructor, Learner Progress Manager and learner queries for equipment and programme set-up related issues, and problem-solve challenges
- Adhere to Generation's Safeguarding Policy and promote learner wellbeing in all learner interactions
Deliver efficient and effective operational support with ownership of specific processes to support learners and staff
- Ensure our central ‘playbook' (intranet) is up to date detailing key processes and how we work, prioritising gaps for update and working with colleagues across the organisation to put in the most up to date information
- Operate clear and repeatable processes for staff and learners (where required to access learning/our courses) office access
- Send out digital badges for learners when they finish courses
- Identify new processes for improvement across organisational operations, considering diverse perspectives, and design new approaches and take them forward
- Ensure Generation has sufficient stock of all assets by closely managing the returns process, ordering new stock, and finding new providers.
- You will support the organisation's diversity and inclusion efforts, ensuring that IT services and operations are accessible to all learners, regardless of their backgrounds or abilities
Provide efficient and effective data services reporting and analytics across Generation UK & Ireland
- Monitor and assure alignment with processes/actions required to keep our data operations GDPR compliant
- Create reports for funders and partners on our activity using / extracting data from systems and dashboards
- Progress to designing and building simple methods to track data (e.g. forms, surveys, new fields in systems)
- Ensure budget trackers are accurate and up to date
Requirements
ABOUT YOU
Here are the core attributes we think you'll need in the role:
- You're organised and self motivated, able to manage multiple tasks whilst always staying focussed on your monthly/weekly goals and timelines
- You are proactive and you enjoy learning things quickly. If you're not sure how to do something, you'll actively take steps to figure it out. You'll look for solutions yourself, and you're not afraid to ask if you need help
- You have a strong knowledge of IT fundamentals. You're interested in processes, systems and information. You enjoy creating structure, organising and putting things in order
- You're helpful, eager and motivated to help people solve their challenges and issues (you'd love to help someone access a laptop they've logged out of!)
- You are able to communicate with a range of people and happy speaking to people over the phone
- You're a team player, happy excited to work closely with colleagues to get things done
- You have the potential to grow and develop within the organisation. You recognise the importance of what we are trying to achieve as an organisation, long term, and your role in that
PERSON SPECIFICATION
To succeed, we think you'll need...
- Familiarity or proficiency working with Microsoft Office (Outlook, Excel Word, Powerpoint) or the equivalent Google suite
- Solid knowledge of IT fundamentals and trouble-shooting
- Experience with common tech tools including Slack and Teams
- You love tech! And are able to problem solve simple issues like access, formatting, and setting changes quickly
- Willingness and eagerness to help other solve their tech issues
- To be comfortable in a fast-paced and fluid environment
- Be comfortable with receiving heavy boxes with equipment with and delivering equipment multiple times a week to the post office
Additionally, we think it would be beneficial to have...
- Experience with the Google Suite (e.g. google forms, sheets, slides)
- Knowledge of or having worked on data analytics in excel or equivalent tools
- Experience of working with a 3rd party provider of equipment, tech or similar
Candidates with experience in diverse work environments or who have supported diverse populations are highly encouraged to apply.
Generation values a variety of experiences, including non-linear career paths and volunteer experience. If you do not meet all the criteria but believe you can excel in this role, we still very much encourage you to apply.
Benefits
At Generation, we're changing the lives of many individuals, and that in itself gets us out of bed! Here are a few other benefits you'll experience working with the UK team:
- Purpose and social impact in the heart of your work
- Opportunity to make your mark - you'll have a lot of autonomy to bring the Generation blueprint to life in a way that makes sense for your region
- Opportunity to get involved with a range of activities and varied projects - we're a small team, so there are lots of opportunities to get involved in projects across the whole organisation
- We offer flexible and remote working to accommodate everyone's preferred working pattern/preferences and unique needs
- WFH set up offer of support of £300 to help you make your working-from-home setup comfortable and efficient
- Professional Development is a priority for Generation and employees and you can access to up to £1,000 towards your learning & development per year. This support is accompanied by up to 5 days of training days/ study leave per year to enable your development activities
A fair chance
Every role at Generation is open to applications from all sections of society. We believe in the potential of everyone; regardless of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other aspect that makes you, well,
you.
We believe that the more diverse we are the better we become. More than just encouraging your application, we're committed to conscious inclusion that (we hope) cultivates an ethos of belonging, connection and shared purpose. We go further together. It's this philosophy that drives us towards our mission. We open our doors to those who share this mindset.
We are particularly interested in hearing from candidates from marginalised groups. We will assess applications on a rolling basis and close this posting as soon as we have found the right candidate. We look forward to hearing from you.