Part Time IT Support Officer

2 weeks ago

Roslin, United Kingdom Forestry Commission - Forest Research Full time

**Details**:
**Reference number**:

- 265456**Salary**:

- £19,445 - £21,117-
**Job grade**:

- Executive Officer- Pay Band 5**Contract type**:

- Permanent**Business area**:

- FR - Chief Executive Office - Information Services**Type of role**:

- Information Technology**Working pattern**:

- Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Northern Research Station, Roslin, Midlothian EH25 9SYAbout the job

**Job summary**:
Want to work at the cutting edge of environmental science? Passionate about making a difference and playing your part in tackling the climate and nature crisis? Forest Research is all about giving top quality evidence and advice to policymakers and practitioners to make a positive impact on the ground. Internationally recognised, we need people who have the skills and passion to work on excellent science and provide practical solutions for nature.

We’re small enough that your voice is heard, yet large enough, as part of the Forestry Commission, that we have everything on hand to get the job done, as well as a variety of career pathways. Our staff are dedicated to their work and sharing it with others to bring positive change for our planet. And you will find us a flexible and inclusive employer, so you can have a work life balance that is tailor-made to your circumstances. So whether it’s climate or carbon, pests or pathogens, behaviour or biodiversity that interests you, you can be assured of a warm welcome to the team. To find out more, visit forestresearch.gov.uk.

There are approximately 300 people working in a broad range of roles delivering diverse business functions. These include research, finance, human resources (HR) and general administration. FR has two primary sites at Roslin near Edinburgh in Scotland and Alice Holt near Farnham in the South of England. In addition, there are twelve research outstations geographically spread across the UK.

High quality, secure Information Services are essential to ensure FR meets its corporate targets, while providing our researchers with an environment that is flexible enough to support their work. To enable this, the BAU support team provide a focal point for FR IS, and support the continued development of IT services within the business to enhance the working environment, optimise the use and delivery of knowledge and ultimately enhance the service we provide to our customers.

**Job description**:
They will also implement changes in line with the agreed approval process. They will be responsible for computer desktop provision and ongoing maintenance of the desktop estate.

The Support Officer will also work and liaise with other members of the IT team.
- To respond to user / customer queries with an open mind and to provide a friendly, timely and efficient service (ensuring resolution within agreed SLA targets). This may involve working with third parties or escalating the issue as required, with the customer kept abreast of developments throughout the lifetime of the call.
- To be responsible for the business as usual (BAU) administration of FR’s directory system including the verification, provision, restriction and removal of user privileges /access rights; ensuring Confidentiality, Integrity and Availability are maintained. They will also maintain roles and security groups.
- Setup and configure computer equipment, phones, printers and peripherals and provide ongoing maintenance and support. This includes providing support to business systems, network (LAN, WLAN and WAN) connectivity, audio / visual equipment, video conferencing units and telephony (including administration). There will be a requirement to test and package software for deployment.
- Document and record resolution procedures to contribute to the knowledge base.

**Person specification**:
Essential Criteria
- Experience of communicating with a range of stakeholders with varying levels of IT knowledge and technical ability.
- Familiarity of the structures and processes that exist within an IS service organisation, with experience of working in a complex ITIL based multi-discipline, multi-team environment.
- A demonstrable understanding of a Service Desk environment and the importance of meeting service targets.
- Extensive knowledge of Microsoft Windows (7 and 10), Microsoft Office and Microsoft Active Directory (Azure).
- Travel to other FR sites will be required and may involve periods of working away from home. Due to the location of some of these sites, a driving license is essential.

Desirable Criteria
- An understanding and appreciation of IT self-service.
- An understanding of Cloud and Hybrid-Cloud solutions.
- Experience supporting audio / visual, video conferencing and telephony.
- Experience working in a public sector body, particularly with a research focus.
- Membership of relevant professional body and/or evidence of continued professional development in respect to

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