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IT Support Officer

2 weeks ago

Birkenhead CH FN, United Kingdom hi-impact Consultancy Full time £27,000 - £30,000 per year

Job Title: MIS Support Officer

Location: Birkenhead

Department: Technical Team

Reporting to: Senior Technicians and MIS Team Leader

Working hours: Monday - Friday, flexibility on hours can be discussed at telephone interview stage

(Optional to work term time +3 weeks)

Overview

The MIS Support Officer will be pivotal in assisting the MIS Team Leader by delivering prompt and professional support to customers via phone, email and tech ticket responses. This role will address inquiries and resolve issues related to Compass and Arbor MIS platforms and any integrated timetabling solutions (e.g. Griddle). With the main focus on supporting our customers, you will empower schools to get the best out of the MIS platforms.

Key Responsibilities

  • Deliver remote first line support to customers using Compass or Arbor MIS platforms, addressing queries and providing effective solutions.
  • Communicate with customers via tickets or phone calls to ensure a high standard of customer service is maintained.
  • Complete all queries within the specified SLA timeframes.
  • Attend customer sites to support the onboarding process when switching MIS systems.
  • Assist with onboarding schools to the software platform, ensuring that end users receive comprehensive product training.

While working both in the office and on customer sites, adhere to risk assessments, health and safety policies and procedures to ensure the safety of yourself and others.

  • Provide support to tech colleagues who are unfamiliar with the platform, offering solutions to any queries they may have.
  • Log and track solutions in the knowledge base document for future reference.
  • Use Excel to organise, analyse and present customer data, ensuring the data is in a more user friendly format for the customer so they can continue reporting and operational tasks.
  • Create and maintain user guides for customers, ensuring compliance with GDPR regulations while keeping accurate records.
  • Attend relevant training sessions for software platform updates, ensuring that new information is shared with colleagues and customers.
  • Escalate queries to the Team Leader promptly, ensuring that the customer is kept informed about query updates and resolution timelines.
  • Liaise with customers surrounding software licence renewal dates, ensuring repeat business is achieved.
  • Aid schools in preparation for statutory data collections.
  • Comply with all of hi-Impact's company policies and procedures, including but not limited to Health and Safety, GDPR and Safeguarding standards."

Safeguarding & EDI Statement

hi-impact is committed to safeguarding and promoting the welfare of children and young people. We expect all staff to share this commitment, safeguarding is everyone's responsibility. The successful candidate will be expected to engage in safeguarding training, be familiar with policies and ensure they know the steps to take should they be made aware of a safeguarding or child protection concern.

hi-impact is committed to maintaining an inclusive workplace where everyone feels valued, respected and able to be themselves. We believe that diversity, equity and inclusion are essential for employee well-being, innovation and productivity. We are committed to ensuring that hi-impact is a workplace where everyone feels welcome, respected and valued and where everyone has the opportunity to reach their full potential. We welcome applications from people of all backgrounds.

Job Type: Permanent

Pay: £27,000.00-£30,000.00 per year

Benefits:

  • On-site parking
  • Sick pay

Work Location: In person