IT Officer
Bath Spa U Ltd.
A complete application in a minute
Tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
Bath Spa U Ltd. seeks an IT Officer to deliver responsive, customer-focused IT support at the Canary Wharf campus. You will handle in-person and Service Desk requests, resolve issues at first contact where possible, and log all requests for escalation.
The role requires excellent communication and a flexible schedule to support teaching hours. The post is maternity cover, fixed-term (up to 15 months), with a salary of £30,869 per year.
Qualifications
- Experience delivering customer-focused IT support and resolving first-line issues.
- Ability to document and communicate issues clearly to users and teams.
- Willingness to work evenings and weekends on a rota basis as required.
Responsibilities
- Assist IT Services team to meet service levels and document user requirements.
- Support delivery of IT services to students and staff across Bath Spa U Ltd.
- Escalate complex issues to appropriate support teams and track resolutions.
- Maintain knowledge base with common issues and solutions.
- Collaborate with campus teams to share knowledge and improve service delivery.
- Provide first line technical assistance and advise users on digital tools.
Skills
Tools
Job description
Post title: IT Officer (Canary Wharf)
Application Deadline: 27 October 2026
Department: IT
Location: Canary Wharf, London
Compensation: £30,869 / year
Post title: IT Officer (Canary Wharf)
Contract: Maternity Cover, Fixed Term (upto 15 months)
School/Department: Department of IT Services
Line Manager: Technical Support Team Leader (Canary Wharf)
Salary: £30,869 per annum
Based at our Canary Wharf campus, the IT Officer is responsible for the responsive, effective delivery of customer-focused, professional IT support services to the students and staff of Bath Spa U Ltd.
To deliver a customer-focused service by dealing with IT queries via in-person support, or via our IT Service Management tool, resolving where possible at first contact.
To provide first line technical assistance and advice directly to service users, logging all requests and allocating and escalating more complex user issues.
To ensure support for the use of digital tools and technologies to users across Bath Spa U Ltd.
This is a busy, fast-paced and varied role that requires excellent communication and customer service skills in addition to a broad range of IT knowledge. The role holder must be willing to work flexible hours on a rota basis to support teaching, including evening and weekend work.
- To assist team members to achieve operational service level standards, carrying out and documenting customer requirements to ensure they are met effectively and efficiently.
- To provide assistance to team members with the delivery of support services to meet agreed performance targets and service levels.
- To contribute to the documentation and capture of requests and service issues from users and to translate these into recommendations for future service provision.
- To work collaboratively with team members and staff across the wider IT Services Teams based in Bath where necessary, to share and develop knowledge and skills, model and develop joint approaches and ideas to provide innovation and enhancement of service delivery.
- To keep team members informed of the status of issues and problems with service delivery.
- To contribute to stakeholder engagement and communication plans with team members.
- To join relevant digital networks and social media as part of own ongoing professional development.
- To document and allocate unresolved service user issues and requests.
- To carry out routine and agreed maintenance tasks on hardware and/or software as directed.
- To assist team members with solving issues with implementation and use of digital technologies, personal devices, and apps within the University.
- To act as the routine contact point on the Service Desk to respond to a broad range of service requests for support accurately documenting and recording them on the Service Desk system and owning them to completion.
- To identify and resolve straightforward first line issues with hardware and/or software and AV equipment following agreed procedures and scripts and contribute to the development of the IT support knowledge base.
- To record and document service issues and elevate more complex issues to the relevant Support Team and wider IT Services teams as necessary.
- To apply limited diagnostic methodologies, scripts, tests and tools and quality assurance techniques on a day-to-day basis.
Qualifications/Experience:
- Demonstrable experience of working with relevant technologies to a confident practitioner level.
- Proven experience collaborating effectively within multicultural teams.
- Experience working in a high-volume public sector environment.
- Knowledge of working on and with Service Desk systems.
- IT support experience within higher education.
- ITIL Foundation or higher.
- Knowledge and experience of using IT Service Management (ITSM) or Enterprise Service Management (ESM) tools.
- Willingness to learn different applications as part of your ongoing professional development.
- Knowledge and understanding of the importance of a customer-focused approach to resolving Service Desk queries.
- First line problem solving and analytical skills.
- Evidence of the ability to communicate effectively to pass on information to specialists and non-specialists.
- Evidence of taking initiative and a willingness to explore developments in technology and user experience.
- Evidence of an understanding of wider areas of IT and digital concepts, practices, and products.
- Evidence of knowledge of common commercial Service Desk systems.
- Able to demonstrate a proactive and enthusiastic approach to service delivery and the user experience.
- Evidence of being able to collaborate and work with others.
- Advanced experience of using and supporting Microsoft 365.
- Highly collaborative team worker.
- Facilitative customer facing skills.
- Knowledge of up-to-date hardware/software development trends.
- Demonstrates attention to detail.
- Ability to manage own time effectively and be prompt and punctual.
- Excellent problem-solving skills.
- Experience of working in a high-volume public-sector environment.
- Specialist expertise with Service Desk systems.
- Management of technical project workload.
- Evidence of knowledge of common commercial Service Desk systems .
- Knowledge and experience of supporting a range of IT hardware, applications, platforms and technologies.
- Basic knowledge of audio-visual support.
- Willing to learn applications linked to Adobe Creative Cloud.
This role holder will need to be available to work on campus during teaching hours, this includes evenings and weekends.
- Generous annual leave package with 25 days plus bank holidays/ closure days (pro-rata), supporting a healthy work life balance
- Access to the TELUS Health Employee Assistance Programme, offering confidential counselling, wellbeing tools and 24/7 support
- Free annual eye test for VDU users, with a Specsavers voucher including up to £70 contribution towards glasses or sunglasses
- Access to Hapi Benefits, providing exclusive retail discounts, lifestyle savings and wellbeing perks
- Workplace pension scheme to support long term financial security
- Enhanced company sick policy
- Statutory Maternity and Paternity Pays to support growing families
- Ongoing training and development opportunities to support career progression
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
