System Support Officer

Fox Morris Group Ltd; Little Stukeley; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A local government authority in Little Stukeley is seeking a System Support Officer for initial 3-month contract with potential extension. The role involves assisting users with system issues, performing housekeeping tasks, and managing service requests. Candidates should have GCSE level education and experience in a technical customer support environment, particularly with ERP systems. This position offers a hybrid working model requiring 1 day in the office per week, providing a chance to make a positive impact in local governance.

Qualifications

• Experience in a customer-focused support environment.
• Experience managing small-scale projects.
• Local government experience is preferred.

Responsibilities

• Act as first point of contact for LGSS systems to assist users.
• Perform daily housekeeping activities supporting business processes.
• Complete service request activities including user admin.

Skills

Customer support experience

Basic system administration

Sound IT skills

Methodical workflow

Attention to detail

Education

GCSE Level Education

Tools

Microsoft Office Suite

Agresso ERP

Oracle ERP

Job description

System Support Officer - Admin & Clerical - Cambridgeshire County Council

Cambridgeshire County Council - PE28 4YE
3 Months Contract
Full time - 37hpw
HYBRID - 1 day in office

Overview

I am currently representing Cambridgeshire County Council are offering an initial temporary contract for a period of 3 months with a view to be extended or offered a permanent position for the right candidate at a rate which is negotiable dependent upon experience.

Location

We are looking for System Support Officer at Huntingdon, Cambridgeshire, PE28 4YE

Role

We require one Systems Support Officer post for our Cambridge Team. This post is a hybrid working post: 4 days working from home, plus every Wednesday at New Shire Hall in Alconbury Weald. Potential candidates must be able to travel to Alconbury Weald. They may also be asked to change their working day in the office or attend more often.

Key Accountabilities

• Act as first point of contact for LGSS systems in order to help system users perform their tasks more effectively, referring difficult problems to functional analysts as appropriate.
• This will involve performing an initial assessment of the incoming issue, gathering additional information and then using technical knowledge and experience to either resolve basic issues directly or perform escalation to senior Business Systems technical staff as appropriate.
• Perform daily housekeeping activities which support the business processes including; Interfaces, extracts and reports.
• Complete service request activities including; user admin, adding elements, updating lists of values.
• The tasks are undertaken by following comprehensive guidance materials developed within the team.
• Participate in functional testing as part of ongoing development and project work.
• Assist with managing the call list including monitoring calls logged via LANdesk and direct to the team inbox.
• Help ensure that the progress log for incidents and change requests raised by the team is kept up to date.
• Raise accurate change and incident records with 3rd party suppliers. Respond to queries and requests for further information.
• As directed by Business systems support manager contribute to one-off projects, this contribution will be within defined boundaries with specific deliverables. Undertake development environment user admin responsibilities to enable timely project progression.
• Assist with enablement of ERP service delivery, supporting managers and team members as required.
• Assist with the preparation of user guides in order to enhance learning and provide a source of future reference.
• Contribute to the development of new services, standards and procedures as requested in order to ensure the ongoing development, relevance and timeliness of the service. As directed by Business systems support manager keep up to date with the changing needs of users and with developments within e-business to ensure that the advice given to users is accurate and relevant.
• Identify service improvements and suggest solutions.
• Work as an effective team member assisting and supporting colleagues across the service as appropriate to ensure accurate and timely service delivery.
• Utilise effective communication and a proactive approach to ensure collaborative working with colleagues across Business Systems, and wider LGSS department e.g User Admin, Helpdesk.
• Champion effective use of LANDesk within the Business Systems team and support the Business Systems Manager in ensuring the system is optimally configured for day to day use and all required reporting needs e.g KPI's and SLA achievement.
• To assist with communications regarding planned/unplanned environment downtime, patch windows, change requests, etc.

Requirements

• GCSE Level Education
• Experience of a customer focused support / technical environment
• ERP system usage
• Experience of managing small scale projects
• Basic system administration
• Producing system reports and trouble shooting in this area
• Local Government Experience
• Data Protection
• Methodical worker and able to pay attention to detail. Be committed to improving the quality of service provided by the Section as a whole.
• Develop and maintain constructive and effective working relationships with customers, contractors, consultants and colleagues.
• Be able to adapt, react and contribute positively to changing circumstances. Be able to plan own workload, prioritise workloads and time with the minimum of supervision.
• Ability to recognise the major issues and make decisions based on sound information and criteria.
• Sound IT skills, including all Microsoft Office products (at intermediate/advanced level) with experience of either Agresso or Oracle ERP