IT Support Officer

Our team members are passionate, driven and up for a challenge. If you have ambition to make a difference, then please read on.

Key Responsibilities

• Providing first line support to our staff (via email, Teams, phone and face-to-face) to resolve incidents and fulfil service requests.
• Managing a number of open tickets appropriately to reflect priorities and meet customer expectations – triaging and escalating to other members of the IT team or suppliers as necessary.
• Proactive maintenance and monitoring of our infrastructure, systems and devices to maintain accurate records, prevent issues and ensure Advanced is protected against cyber attacks.
• Supporting the implementation of projects and initiatives – for example, undertaking testing and developing user training and documentation.
  
  

Skills And Knowledge Required

• An understanding of technology, underpinned with an appropriate qualification.
• Experience providing first line support to users including M365 and desktop support.
• Customer service skills and experience with commitment to excellent service delivery.
• Ability to plan and prioritise.
• Self-starter and keen to learn.
• Good organisational skills.
• An awareness of cyber security threats.
• An understanding of the Microsoft 365 suite of applications.
• Good written and verbal communication skills and the ability to support staff.
• Willingness to support the IT team as required.
• Methodical approach and attention to detail.
  
  

Must haves

• Experience providing first line support to users including M365 and desktop support.
• Level 3 relevant qualification (A Level, T Level, BTEC, advanced apprenticeship or equivalent) or higher.
• Other qualifications considered if you have relevant experience and appropriate skills.
  
  

Trainable on the job

• How to use our ticketing system.
• Technical detail on how to respond to incidents and service requests at first point of contact.
• Knowledge of our specific ERP and other systems.
• Technical detail on tools used for proactive maintenance and monitoring.
  
  

If you're excited by this opportunity, we'd love to hear from you! Please tell us about yourself by uploading your CV.