Noscs Senior IT Officer

As a member of the NOSCS IT Team, the Senior IT Officer will be expected to assist in the provision of excellent customer service and IT support, troubleshooting user problems and, where appropriate, installing, upgrading, and decommissioning computer-based technology.
- They will play an important role in the delivery, continuous improvement, and support of high-quality IT services, and have responsibility for the maintenance, administration, and support of a number of core services, either directly or in coordination with other members of the wider team.
- The Senior IT Officer role requires a high level of existing IT skills necessary to perform main duties, alongside the ability to communicate effectively and as appropriate, in a variety of ways, with a broad range of stakeholders, including colleagues, suppliers and vendors. They will ensure that support requests and IT incidents which are received through the NOSCS IT Service Desk are prioritised and actioned in accordance with agreed college IT service standards.
- The Senior IT Officer will primarily be responsible for delivering 1st line support to all College users and guests, for all local and University provided services.
- The Senior IT Officer will report to the Service Desk Manager and will be based in Lady Margaret Hall.

Main Tasks and Responsibilities
- IT support and customer service- Provide full desktop support and management for users with managed devices.
- Manage support requests through the IT Team’s service management tool - ensuring that requests are handled correctly, and the service delivered is to the highest standard.
- Provide support to members and guests of the college in connecting their personal equipment to the College/University network.
- Where applicable, provide equipment procurement, maintenance and repair, training and advice.
- Actively engage with University bodies including central IT Services in relation to IT support issues.
- Provide support to other Colleges within the group as directed by the Service Desk Manager.
- Systems Administration and Infrastructure- Maintain account and group policy information within Active Directory.
- Installation and monitoring of core site licensed software, backup software, auto-updating anti virus software and operating system patches, either locally or remotely.
- Create and maintain knowledgebase articles relating to service desk support matters.
- Endpoint Device Administration and Maintenance- Ensure that endpoint device management processes and procedures are documented, and that documentation is maintained.
- Setup computers and peripherals for examinations.
- Plan and carry out IT inventory exercises ensuring that IT equipment data is regularly checked, maintained, and kept up to date.
- Other- Respond to security and copyright issues notified by the University, arising from use of the network; follow protocols and help with remediation of supported user devices.
- Arrange for the recycling or sale and collection of old equipment.
- Participate in IT improvement projects in conjunction with technical specialists as directed by the Service Desk Manager.
- Monitor the service desk monitoring system for problems in the hosting college and ensure that all appropriate services are healthy.
- Deploy and manage the estate of VoIP phones provided through the University.
- Produce and maintain internal processes and procedures for the hosting college.
- Represent the IT department at college operational meetings.
- Provide advice to college departments engaged in making AV improvements, as deemed necessary by the Service Desk Manager.
- Engage in relevant training and self-improvement, developing specialist skills and knowledge.
- Since this is an appointment within a field characterised by continual change, the duties will require ongoing review and adaptation.

Selection Criteria
- Essential- Experience of delivering a high level of customer service.
- Strong problem-solving skills, with a track record of finding effective and innovative solutions to both technical and non-technical problems.
- A good understanding of networking concepts (for example, an understanding of the functionality provided by DHCP, DNS etc. to Windows computers; to diagnose common configuration problems on computers relating to these services).
- Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources.
- A record of working with Windows Active Directory and File and Print services.
- A basic working knowledge of Virtualisation technologies such as Microsoft Hyper-V or VMware vSphere.
- Experience of developing professional and effective working relationships with customers and key stakeholders
- Experience of working effectively within a team and collaborating with others to achieve a goal.
- Good record keeping abilities, with the ability to log details of problems and solutions in a help desk system.
- Experience of