Information Systems Officer Telephony

The Methodist Church in Britain; Sheffield; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Generous holiday entitlement

Flexible working options

Job summary

The Methodist Church in Britain is seeking an Information Systems Officer to join the ICT service at Howden House. You will administer mobile devices, support the Storm Contact Centre telephony system, handle incidents and requests, and contribute to configuration and development work.

The role is office-based with face-to-face device support at the city centre ICT offices and requires safeguarding checks; weekday daytime hours are expected with flexible working options where available.

Qualifications

• Experience supporting and administering telephony platforms and mobile device management systems.
• Experience directly supporting end users with technology.
• Experience with system testing, defect resolution and quality assurance activities.

Responsibilities

• Support end users remotely and in person with their mobile devices.
• Administer, support and maintain corporate mobile devices using Intune and associated services.
• Investigate and resolve incidents, service requests and system issues; escalate as needed.
• Manage user access, permissions and security controls under approved procedures.
• Deliver approved system changes and configuration updates through governance and deployment processes.
• Produce and maintain system documentation, reports, knowledge articles and operational records.
• Contribute to projects and transformation programmes through development, testing and support.
• Identify service improvements and support continuous enhancement of systems and customer experience.

Skills

Mobile device management

Telephony platforms

Microsoft Intune

Microsoft Teams telephony

Support end users

Incident handling

Governance & deployment

Documentation & reports

Stakeholder management

Accessibility & information security

Job description

This Information Systems Officer post sits within the Council's ICT service, supporting the mobile device service and Contact Centre telephony platform. The postholder administers and maintains these services, handles user requests and incidents, and carries out defined configuration and development work, with some involvement in telephony upgrades and device refreshes. The role is office-based at Howden House on weekday daytime hours, with a significant share of face-to-face device support at the city centre ICT offices. Relevant safeguarding checks are required.

What the job involves

• Support end users remotely and in person with their mobile devices
• Administer, support and maintain corporate mobile devices using Microsoft Intune, the Storm Contact Centre telephony system, Microsoft Teams telephony and associated digital services
• Investigate and resolve incidents, service requests and system issues, escalating where appropriate
• Manage user access, permissions and security controls under approved procedures
• Deliver approved system changes and configuration updates through governance, testing and deployment processes
• Produce and maintain system documentation, reports, knowledge articles and operational records
• Contribute to projects and transformation programmes through development, testing, implementation and support
• Identify service improvements and support continuous enhancement of systems, processes and customer experience
• Prioritise and manage workload across operational support and project activity
• Work with colleagues, service areas and suppliers to deliver effective digital solutions

Experience

• Experience supporting and administering telephony platforms and mobile device management systems
• Experience of directly supporting end users with technology
• Experience of system testing, defect resolution and quality assurance activities

Skills & knowledge

• Strong troubleshooting, problem-solving and analytical skills
• Strong customer service, communication and stakeholder management skills
• Understanding of accessibility, information security, data protection and digital service standards
• Ability to manage competing priorities and deliver work to agreed deadlines
• Ability to work independently while recognising when issues need escalation or specialist support
• Commitment to continuous improvement, learning and knowledge sharing

Checks & eligibility

• Relevant safeguarding checks

What’s offered

• Generous holiday entitlement
• Flexible working options, including reduced hours, part-time working and job share