About this role
Post title: IT Officer (Canary Wharf) Contract: Maternity Cover, Fixed Term (upto 15 months) School/Department: Department of IT Services Line 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.