AAD Student Systems, 4 Worcester Street, oxford
Job Title: Support Advisor
Department/Division/Faculty: Student Systems, AAD
Grade: G5 £28,759-£33,966 per annum
The University of Oxford is a stimulating work environment, which enjoys an international reputation as a world-class centre of excellence. Our research plays a key role in tackling many global challenges, from reducing our carbon emissions to developing vaccines during a pandemic.
Department
Student Systems is a department of just over 20 people providing IT Services and Support for a number of IT systems designed to aid the administration of the student lifecycle, from application to degree ceremony. Student Systems includes a first line service desk who receive incidents for resolution or triage to technical teams for resolution. Student Systems is also responsible for the development of existing systems or delivering new systems and has a range of business analysts, developers and testers to support these activities.
We are recruiting a Support Advisor to provide first line support, via email, phone and other means, to all our users of our IT systems.
What We Offer
As an employer, we genuinely care about our employees' wellbeing and this is reflected in the range of benefits that we offer including:
• An excellent contributory pension scheme
• 38 days annual leave
• A comprehensive range of childcare services
• Family leave schemes
• Cycle loan scheme
• Discounted bus travel and Season Ticket travel loans
• Membership to a variety of social and sports clubs
This role also offers the opportunity for hybrid working.
About the Role
As Support Adviser, you will be providing users with a first line of support; acknowledging and responding to queries received by phone, email and other means. You will provide users (students and staff) with assistance, supplying solutions to queries where possible, or referring the query to other teams within the Support Centre. You will manage details of all queries in service desk system and will actively follow up queries on behalf of users. You should have the ability to identify common trends in incidents reported, in order to establish common issues which can be addressed via software fixes, training or better documentation. You will also assist in the monitoring of services to aid improvement, and produce ad hoc reports when required.
About You
A good general standard level of education is required along with a willingness to learn and an ability to acquire new skills quickly. You will have excellent written and oral communication skills and proven experience in a customer orientated role within a complex organisation. You will need to demonstrate strong organisational skills, with the ability to prioritise according to business and user requirements. You will have a high level of IT literacy and have the ability to articulate complex technical concepts in language non-experts can understand.
Application Process
You will be required to upload a covering letter/supporting statement, CV and the details of two referees as part of your online application.
The closing date for applications is 12noon on 19 April 2024.
Interviews will take place during week commencing 6 May 2024 and will be held in person.
Contact Person : Max Evans Vacancy ID : 172154 Contact Phone : Closing Date & Time : 19-Apr-2024 12:00 Pay Scale : STANDARD GRADE 5 Contact Email : [email protected]