Provides first-line, customer-focused IT support to university students and staff through in-person assistance and Service Desk systems. Resolves hardware, software, digital technology, personal device, app, and basic audio-visual issues; documents, tracks, and escalates complex requests. Performs routine maintenance, contributes to knowledge-base development and service improvements, collaborates with IT teams, and supports teaching during flexible evening and weekend campus hours.
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.
Key Responsibilities
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.
About You
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.
Benefits
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.
About
At Bath Spa University, we believe in the power of education to break down barriers to opportunity and to transform lives. We are the Professionally Creative for the future. Professional Creativity transcends subject disciplines, and is just as important for our sciences, education, business and law subjects as it is for our sector leading creative industries provision. We connect learners, staff and external partners with applied research and innovation. We power inclusive growth through skills development and practice based, innovation – intensive learning for all.Our main Newton park campus is based in stunning countryside just a few minutes from a World Heritage City. We are also proud to offer courses to students at our other campuses around Bath, and in London at our Canary Wharf and Hackney sites.An impressive 84% of our staff said they would recommend the University to a friend as a good place to work. We are a community of colleagues, striving for excellence to ensure students thrive. Our values are:Respect Inclusivity CollaborationSustainabilityWe are committed to maintaining a safe and secure environment for our students, staff, and community. We foster inclusivity, celebrating and respecting differences. We welcome diversity and encourage applications from all backgrounds and genders. We consider our recruitment practices to be comprehensive and unbiased; ensuring fairness, transparency, and equal opportunity for all. Information about visa sponsorshipUnder the 2006 Immigration, Nationality and Asylum Act the University has a duty to prevent illegal working by carrying out document checks on all potential employees to confirm that a person has the right to work in the UK.Please note that the University has a legal responsibility to ensure that all employees are entitled to live and work in the UK.For some vacancies (those requiring specific specialist skills or in shortage occupations) we may be able to obtain a certificate of sponsorship for a suitably qualified applicant. Due to the limited availability of sponsorship resources, not all vacancies in this category will be eligible for Skilled Worker sponsorship. Sponsorship eligibility will be assessed on a role-by-role basis and is normally limited to positions that meet the University's workforce and immigration criteria.In light of this, for most vacancies it will be unlikely that permission to work in the UK would be granted.For further information please click here to visit the UK Visas and Immigration website.
Bath Spa University London, England Office
London, United Kingdom
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