IT Systems Support Officer

BBL Technical Ltd
03 Oct 2017
05 Nov 2017
Contract Type
Full Time
Our client is currently recruiting foran IT Systems Support Officerto be based inCambridgeshire (CB3) for an initial3 month contractwith the view to go permanent paying £13-£14ph. Purpose of the role: - To contribute to the effective running of the business support team; to deliver a high quality, customer focussed service responding to queries; - To help maintain the ERP systems supportedthat these meet statutory requirements and customer needs. - To deputise as required for the Business Systems Support Manager in ensuring the continued provision, development, maintenance and support of all ERP Systems. Main accountabilities: - Act as first point of contact forsystems 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 widerdepartment 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.
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