IT System Support Officers are responsible for the first line support of users during the ‘cut over’ period and offer initial assistance to people who are having problems. As first port of call they need to be both confident computer users and trained to become expert system users. Main responsibilities – IT System Support Officer To provide first line assistance to users when problems with systems To help to triage and where possible resolve issues immediately or to log and escalate as appropriate. To provide a conduit for 2 way communication between users and support staff. To support and advise on downtime procedures and business continuity to ensure that they are adopted successfully in their allocated local work area. To ensure that all system and process issues and incidents are logged and tracked using formal documentation To become an effective member of the ‘Floor walking Team’ they will require good communication, diagnostic, system and process knowledge and be adaptable to be assigned to multiple locations. To work with managers and staff from across the community to build the confidence of end users in the new system. To provide a link between the end users and the project team enabling the speedy escalation of issues encountered without taking the user away from the workplace. To support and reinforce the lessons learned that were taught during end user training. To work autonomously using own initiative and make decisions based on.
Experience within a large complex organization.
Good attention to detail and accuracy.
Methodical approach to organization and delivery of tasks
Ability to work unsupervised and to manage own day to day activities.
Enthusiasm and positive attitude to work
Effective verbal and written communication skills
Ability to explain complex issues to both technical and non-technical individuals.
Customer oriented approach to Role