This position is no longer open for applications

Position: IT Support Officer

Location: Oxford

Salary: £18,360 to £25,000

Benefits: Free Meals (Breakfast, Lunch and Dinner), 25 days Holiday, Free Gym Membership

The role:

Our client is looking for an IT Support Officer to join their team. The company is a prestigious establishment in Oxford offering great career progression and working within a beautiful environment.

The User Support Officers role is to provide a single first point of contact for all IT service users and will strive to provide a first fix service.

The User Support Officers are the public face of the IT department and will be customer focused and have excellent interpersonal skills.

Main Responsibilities:

• To staff the helpdesk during opening hours on a rota-based system providing first line/first fix support to service users.
• Logging and managing incoming requests for support via the helpdesk system, telephone and email
• maintaining good communication with users and providing timely updates on progress with issues
• escalating incoming support calls to other members of the IT department if appropriate
• managing the allocation and booking of resources
• Maintaining the IT asset and configuration management databases
• Providing second line and desktop support assistance as requested by the User Support Team Leader
• Proving administrative support to the IT team
• To aid with basic network and infrastructure diagnosis and resolution as well as configuration and setup.
• To assist with wider IT department project implementation as required
• To assist other members of the team during periods of heavy workload or staff absence
• To undertake any other duties as reasonably requested by the line manager, the IT Operations Manager or the IT Director.

Essential experience:

• Good GCSE grades (or equivalent) with English, Maths and ICT at grade C or above 
• Demonstrable knowledge of IT systems infrastructure and general user applications 
• Demonstrable knowledge of client systems configuration and printer support 
• Demonstrable knowledge of back-office Microsoft applications such as Windows Server, SCCM, Teams and GPO’s. 
• Demonstrable knowledge of basic networking principles 
• Good understanding of Office 365 and Windows 10 and later operating systems 
• Be willing to undertake training eg NVQ Level 2 or 3 in IT customer service 
• A professional and trustworthy manner 
• Excellent organisational skills with the ability to prioritise tasks 
• A good telephone manner, excellent command of the English Language, both written and spoken and the ability to convey technical issues to non-technical colleagues 
• The ability and willingness to work flexibly including evenings and weekends, occasionally at short notice 
• A desire to be proactive and to provide excellent customer service 
• Task and goal-orientated with a positive attitude 
• Commitment to the protection of children and young people 
• Willingness to work within the School’s Child Protection guidance for staff and follow relevant organisational procedures 

Hours:

During term time of 08.00 to 17.00 Monday to Friday including unpaid lunch break o 08.30 to 12.30 Saturday (on a rota basis, time off in lieu can be taken at a mutually agreed time during the following week)

During School holidays o 09.00 to 17.00 Monday to Friday including unpaid lunch break in addition the post holder may be required to provide remote or on-site support for the publication of GCSE and A-Level results both on the release and pre-release days from 6am.

Holidays:

Annual holiday entitlement is 25 days per year, plus bank holidays (although please note that bank holidays which occur during term time may well be working days, for which time off in lieu will be given).

The holiday year runs from 1st September to 31st August. As the School closes completely over Christmas/New Year, staff are required to take 5 days of their holiday entitlement to cover this period.

INDIT