IT Support Officer United Kingdom
Job description
Permanent, Full Time Role.
We are recruiting a talented and experienced IT Support Officer to join the Warwick Medical School IT Team, part of the Information and Digital (IDG) Group. This new role has been created due to growing demand for specialist services to facilitate high-quality teaching and research. We require a highly motivated team member with excellent technical and customer service skills.
This role would suit someone who enjoys problem solving and working closely with customers to identify and translate their requirements into robust and managed solutions. The successful candidate will prioritise their own varied workload, resolving customer requests and issues, working on projects, providing advice and training to customers, maintaining records and documentation. The post holder will manage specialist systems and applications for the school including providing support for scientific computing requirements.
Strong experience of supporting customers using Windows systems and related software is essential, knowledge and experience of Apple and Linux systems is desirable. A good working knowledge of data protection legislation and information security best practice is essential.
The role will be based at the Warwick University but will also require occasional local travel to NHS sites, there may be the opportunity to work from home sometimes.
In return we will provide a great range of benefits which include an attractive pension scheme, 30 days holiday per year plus bank holidays and Christmas closure, and excellent learning and development opportunities. Please refer to this link for a full list of our employee benefits here at Warwick here.
Please ensure that your application clearly details how you meet the person specification for this role.
To find out more or arrange an informal conversation about the role, please contact Julie Sherriff: [email protected]
Interview date: TBC.
Job Description
JOB PURPOSE
Develop, maintain and support specialist IT services for Warwick Medical School to meet strategic objectives and facilitate high-quality teaching and research. Provide excellent customer service to staff and students including IT consultancy, training and guidance in the use of appropriate IT services, processes and solutions.
The post is one of two similar roles within a small team supporting Warwick Medical School customers. The role will be based at the University campus but will need to visit Coventry Hospital regularly and occasionally other sites.
DUTIES & RESPONSIBILITIES
1. Implement technical solutions to address customer requirements utilising existing services where feasible and developing new solutions where necessary. This will include requirements gathering, analysis of potential solutions, identifying key options and costs\benefits, planning, implementation, and documentation. It may require research, collaboration and negotiation with external suppliers and partner organisations (e.g., NHS Trusts).
2. Provide specialist support for scientific computing requirements, ensuring solutions are secure and robust. This includes configuration and support of Linux workstations, virtual devices and non-standard computers (e.g., in Laboratories). Document solutions and provide training to colleagues.
3. Provide second and third-line technical support to customers, including: diagnosis and resolution of issues; installation and configuration of new IT equipment; rapid response to critical issues.
4. Provide advice, consultancy and recommendations for customers handling personal and special category data (e.g., in Health research). Develop solutions for specific use cases in accordance with university policies, processes and best practice guidance and provide training and support for end users.
5. Manage provision and support of specialist applications, liaising with customers and suppliers. Act as technical lead for implementation of new applications as well as support for production applications including configuration, maintenance (including change management of patching and upgrades), incident and problem management.
6. Identify potential service improvement initiatives, test new technologies and contribute to the development of services. Develop automation of routine tasks and help improve effectiveness of problem solving/solution delivery. Periodically deputise for the Team Leader and provide cover for colleagues. Mentor junior colleagues and casual staff ensuring that services are delivered with good customer service and with regard to ITIL best practice.
7. Maintain technical and user documentation about WMS services, systems, devices and applications. Provide advice and training to diverse customers with varying levels of IT expertise with regards to IT hardware, software, services and security.
8. Support for the Apple mobile device management service. This includes Server administration, Application packaging & delivery, OS deployment and updates, and maintenance of device security profiles. Responsibilities include system security, backup and disaster recovery, capacity planning, change management, documentation, training and ongoing development of the service.
9. Other duties commensurate with the scope and grading of the role.
Out of hours and weekend working may be required on occasion, for example at the start of the academic year. Overtime or time off in lieu will be available to reflect this.
This position is within the Warwick Medical School (WMS) IT team which in turn sits within the IT Services team within the Information and Digital Group. IT Services provides the end user service offering of the Information and Digital Group (IDG) and own IDG service management policy and process, following ITIL guidelines. The Medical School IT team supports WMS customers in using IDG Services as well as supporting specialist services required within the school.
The role requires the postholder to develop a good understanding of IDG strategy, services and processes.
For further information about the University of Warwick, please read our University Further Particulars.
For further information about the department, please visit the departmental website.
Warwick is committed to building an organisation of mutual respect and dignity, promoting a welcoming, diverse, and inclusive working and learning environment. We recognise that everyone is different in a variety of visible and non-visible ways, and that those differences are to be recognised, respected, and valued. Where possible, we go beyond legislation to provide a place where everyone can thrive, supporting all staff to achieve their full potential. We aspire to remove economic, social and cultural barriers that may otherwise prevent people from succeeding.
We therefore welcome and encourage applications from all communities regardless of culture, background, age, disability, sex/gender, gender identity or expression, ethnicity, religion/belief, or sexual or romantic orientation. To find out more about our social inclusion work at Warwick visit our webpages here.
The University of Warwick holds an Athena SWAN Silver award; a national initiative to promote gender equality for all staff and students. Further information about the work of the University in relation to Athena SWAN can be found at the following link: Athena Swan (warwick.ac.uk)
The University of Warwick is one of the six founder institutions of the EUTOPIA European University alliance, whose aim is to become by 2025 an open, multicultural, confederated operation of connected campuses.
Right to work in the UK
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Benefits and Rewards
Please refer to this link for a full list of our employee benefits here at Warwick here.
