This position is no longer open for applications

IT User Support Officer

£18,360 to £24,990 per annum + benefits

Oxford

About the role

This role is at a prestigious establishment in Oxford, it offers great career progression and working within a beautiful environment.

The User Support Officers work on a rota basis 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 Duties and Responsibilities

• To staff the helpdesk during opening hours on a rota-based system providing first line/first fix support to service users.

This will involve:

• 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.

People Management Responsibilities

None

Start Date The contract will begin as soon as possible.

Hours of Work A flexible attitude is required regarding hours of work to meet the demands of the position.

Basic hours are:

• 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.

Salary

The salary payable will be in the range £18,360 to £24,990 per annum, in line with experience.

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.

Miscellaneous

• Free lunches are available during times when the school’s kitchens are in operation
• Employees may use the Nuffield Health Club, however, this is not a contractual entitlement
• Car parking is available on site, although this is not a contractual entitlement

Sickness

Benefit During the first year of continuous employment, entitlement to sickness benefit is four weeks at full pay. Subsequently, the entitlement in any continuous 12-month period will be to six weeks at full pay, followed by six weeks at half pay.

Pension

The role is eligible for membership of the school’s pension scheme for support staff.

Probation Period and Termination of Employment

The appointment is subject to a probationary period of three months, following which it will be reviewed. During the probationary period, employment may be terminated by either side with one week’s notice. Subsequently, the minimum period of notice required is one month.

About the Candidate

Person Specification Characteristic

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

INDIT