Skip to content Skip to footer

Volunteer IT Support

Purpose of the role

To assist in the use and development of IT resources in the office.

Main duties and responsibilities include:

Developing IT in the office

  • Have a broad understanding of the IT requirements of the office and the solutions available.
  • Contribute to the office’s continuous effort to improve operations, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
  • Play a role in developing and implementing the CAB IT Strategy.

Maintaining the IT system and providing technical support

  • Respond to requests from computer users regarding hardware, software, or network connection problems or questions.
  • Resolve problems or provide “how-to” instructions.
  • Ensure that a regular back-up routine is followed and checked.
  • Ensure that anti-virus software is kept up to date across the network.
  • Make sure that the servers and workstations are kept up to date with the latest security fixes and updates recommended by the software manufacturers.
  • Refer the more difficult problems or non-routine requests to other technical support staff or the IT Service Desk.
  • Advise users of the ongoing status of their request when necessary.
  • Set up and review records to check hardware / software inventory, update service calls, and verify or modify user identification records.
  • Update and revise reference materials and work procedures.
  • Ensure that all work carried out is documented and clearly understandable.
  • Ensure that Health and Safety Regulations for Display Screen Equipment are in place and staff and volunteers are aware of them.
  • Ensure that software licences are obtained and updated for all software.
  • Coach users in software use.
  • Arrange disposal of old IT equipment.
  • Develop and maintain office website.
  • Training
  • Carry out basic coaching for other IT users.

Personal and professional development

  • Attend courses / meetings as agreed.
  • Keep up to date on new IT developments.
  • Prepare for and attend regular supervision sessions.

Other tasks and responsibilities

  • Uphold the aims and principles of the CAB service and its equality and diversity policies.
  • Keep up to date with policies and procedures relevant to office work and undertake relevant training within guidelines issued by Citizens Advice.
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
  • Attend appropriate internal and external meetings as agreed by service manager.

Personal skills and qualities that an IT worker needs:

  • Knowledge of:
    • Microsoft operating systems
    • PC hardware and peripherals.
    • Microsoft Office
    • Diagnostic tools and online monitoring software.
  • Ability to:
    • Communicate in a one-to-one or group setting regarding technical or non-technical subjects.
    • Understand and apply written material.
    • Input data or information accurately.
    • Learn role-related material through oral instruction, observation and reading.
    • Diagnose technical problems and recommend solutions.
    • Monitor and maintain health and safety standards in the use of IT equipment.
    • Monitor and maintain own standards.
    • Work on own initiative, prioritise own work and meet deadlines – within established procedures and guidelines.
    • Demonstrate good interpersonal skills.
    • Understand and operate within the aims and principles of the CAB service and its equality and diversity policies.
    • Operate safely within health and safety policies and procedures.
    • Plan strategically into the Information Age.
    • Design and maintain a web site.

Citizen’s Advice Cheadle

Welcome to Citizen’s Advice Cheadle. We provide free, independent, confidential and impartial advice and campaign on big issues affecting people’s lives. Our goal is to help everyone find a way forward whatever the problem they face.