IT Officer
Bath Spa University · London, Greater London · onsite
Post title: IT Officer (Canary Wharf)Contract: Maternity Cover, Fixed Term (upto 15 months)School/Department: Department of IT ServicesLine Manager: Technical Support Team Leader (Canary Wharf)Salary: £30,869 per annum
Job Purpose
Based at our Canary Wharf campus, the IT Officer is responsible for the responsive, effective delivery of customer-focused, professional IT support services to the students and staff of Bath Spa U Ltd.
· To deliver a customer-focused service by dealing with IT queries via in-person support, or via our IT Service Management tool, resolving where possible at first contact.· To provide first line technical assistance and advice directly to service users, logging all requests and allocating and escalating more complex user issues.· To ensure support for the use of digital tools and technologies to users across Bath Spa U Ltd.
This is a busy, fast-paced and varied role that requires excellent communication and customer service skills in addition to a broad range of IT knowledge. The role holder must be willing to work flexible hours on a rota basis to support teaching, including evening and weekend work.Service delivery, operation and development· To assist team members to achieve operational service level standards, carrying out and documenting customer requirements to ensure they are met effectively and efficiently.· To provide assistance to team members with the delivery of support services to meet agreed performance targets and service levels.· To contribute to the documentation and capture of requests and service issues from users and to translate these into recommendations for future service provision. Leadership, team management and development· To work collaboratively with team members and staff across the wider IT Services Teams based in Bath where necessary, to share and develop knowledge and skills, model and develop joint approaches and ideas to provide innovation and enhancement of service delivery.· To keep team members informed of the status of issues and problems with service delivery. Relationships, stakeholders and networking· To contribute to stakeholder engagement and communication plans with team members.· To join relevant digital networks and social media as part of own ongoing professional development. Planning and organising resources· To document and allocate unresolved service user issues and requests.· To carry out routine and agreed maintenance tasks on hardware and/or software as directed.· To assist team members with solving issues with implementation and use of digital technologies, personal devices, and apps within the University.Decision making and problem solving· To act as the routine contact point on the Service Desk to respond to a broad range of service requests for support accurately documenting and recording them on the Service Desk system and owning them to completion.· To identify and resolve straightforward first line issues with hardware and/or software and AV equipment following agreed procedures and scripts and contribute to the development of the IT support knowledge base.· To record and document service issues and escalate more complex issues to the relevant Support Team and wider IT Services teams as necessary.· To apply limited diagnostic methodologies, scripts, tests and tools and quality assurance techniques on a day-to-day basis.Qualifications/Experience:Essential· Demonstrable experience of working with relevant technologies to a confident practitioner level.· Proven experience collaborating effectively within multicultural teams.Desirable· Experience working in a high-volume public sector environment.· Knowledge of working on and with Service Desk systems.· IT support experience within higher education.· ITIL Foundation or higher.· Knowledge and experience of using IT Service Management (ITSM) or Enterprise Service Management (ESM) tools.· Willingness to learn different applications as part of your ongoing professional development. Skills & Knowledge:Essential· Knowledge and understanding of the importance of a customer-focused approach to resolving Service Desk queries.· First line problem solving and analytical skills.· Evidence of the ability to communicate effectively to pass on information to specialists and non-specialists.· Evidence of taking initiative and a willingness to explore developments in technology and user experience.· Evidence of an understanding of wider areas of IT and digital concepts, practices, and products. Desirable· Evidence of knowledge of common commercial Service Desk systems.· Able to demonstrate a proactive and enthusiastic approach to service delivery and the user experience.· Evidence of being able to collaborate and work with others.· Advanced experience of using and supporting Microsoft 365. Essential Personal Qualities:· Highly collaborative team worker.· Facilitative customer facing skills.· Knowledge of up-to-date hardware/software development trends.· Demonstrates attention to detail.· Ability to manage own time effectively and be prompt and punctual.· Excellent problem-solving skills.· Experience of working in a high-volume public-sector environment.· Specialist expertise with Service Desk systems. Desirable· Management of technical project workload.· Evidence of knowledge of common commercial Service Desk systems .· Knowledge and experience of supporting a range of IT hardware, applications, platforms and technologies.· Basic knowledge of audio-visual support.· Willing to learn applications linked to Adobe Creative Cloud. Special ConditionsThis role holder will need to be available to work on campus during teaching hours, this includes evenings and weekends.
Staff Benefits:- Generous annual leave package with 25 days plus bank holidays/ closure days (pro-rata), supporting a healthy work life balance
- Access to the TELUS Health Employee Assistance Programme, offering confidential counselling, wellbeing tools and 24/7 support
- Free annual eye test for VDU users, with a Specsavers voucher including up to £70 contribution towards glasses or sunglasses
- Access to Hapi Benefits, providing exclusive retail discounts, lifestyle savings and wellbeing perks
- Workplace pension scheme to support long term financial security
- Enhanced company sick policy
- Statutory Maternity and Paternity Pays to support growing families
- Ongoing training and development opportunities to support career progression
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.