OBJECTIVE

To support the Home Instead Senior Care (HISC) network in the use of various business systems, some of which are bespoke to the care sector.

KEY Employee Responsibilities

• Become the systems expert and champion for all systems used across HISC.
• Support the HISC network in the use of the business applications and software systems. This includes a range of systems across various sectors of the business.
• Provide troubleshooting and support for systems over the phone, email or through MS Teams to staff and owners.
• Act as the conjugate between HISC and the third-party systems and external IT support provider.
• Create Training materials to assist staff and owners maximize their usage of systems.
• Monitor, report and analyse the systems issues arising in the network
• Manage and administrate all operating systems and their corresponding or associated software.
• Manage configuration changes needed across the different systems in operation and perform necessary updates where applicable
• Manage the IT systems change request process for HISC.
• Conduct User Acceptance Testing for new releases/system updates.
• Monitor new releases and updates to systems to ensure HISC is utilizing the systems to their fullest.
• Participate in system training to ensure you have most up to date knowledge of systems
• Create and collate reports from the various systems used
• Participate in strategic IT meetings

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

·         Ability to be a quick learner, capable of learning systems using a variety of training resources, training sessions and getting hands on with the products.

• Understand and uphold the policies and procedures established by Home Instead Senior Care and the related role to the Information Technology Department.
• Demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures.
• Demonstrate excellent written and verbal communication skills and the ability to listen intently and effectively.
• Ability to establish collaborative working relationships with management, colleagues,  owners and their staffs.
• Ability to demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills.
• Ability to work independently and meet deadlines.
• Ability to maintain confidentiality of information.
• Ability to plan, organize and prioritize daily, monthly and yearly work.

·         Ability to be a team player, but also able to work independently with your own initiative

·         Empathy for customers and able to talk to them at their level of knowledge

·         Able to take ownership of a problem and see it through to conclusion

KNOWLEDGE, SKILLS AND ABILITIES DESIRED

• Previous experience in an IT support role
• IT Qualification/Certification