IT Support Officer

Organisation England Athletics

Location Athletics House, Alexander Stadium, Walsall Road, Perry Barr, Birmingham, B42 2BE

Hours of Work Full time

Salary & Benefits Salary Band: £25,000 Contractual Status: Permanent Annual Paid Holiday: 25 days plus 8 Statutory Bank Holidays

Closing Date 02 May

JOB DESCRIPTION

Job Title: IT Support Officer

Current Job Holder(s): Department: Insight & Performance Management

Date Created/By: January 2017/ Dan Isherwood

Location: Head Office

DEPARTMENT DESCRIPTION

Responsible for establishing the companies' insight, research and performance management platforms, this cross-cutting department is key to fuelling ongoing company intelligence and expertise to inform business decision making. This department also leads on all information technology development/management and data protection. The relationship and interface between this team and the other departments is inextricable.

JOB PURPOSE

This role will provide IT support to England Athletics staff, both at Head Office and home working to ensure the day to day IT provision are as effective and efficient as possible and keeping down-time to a minimum. Working closely with the IT Development Manager to provide real time technical support to the England Athletics Family who are engaged with our existing and enhanced digital platforms. The post holder will be an integral part of the team supporting the Head of Insight and Performance Measurement to create and maintain systems to track the success of the organisation and report and share knowledge effectively so colleagues are always better informed than they were before. This role will lead on ensuring that the electronic tools (mobiles, laptops, desktops, tablets and printers) provided to staff are fully maintained and supported and will support the Membership Services department in its use and management of key IT delivery systems for Clubs and England Athletics members.

RESOURCES MANAGEMENT

Management responsibility for: None

Reports to: Head of Insight and Performance Management

Guidance and training will be provided and monitored by UK Athletics Senior Network Engineer, working with the Head of Insight and Performance Management to ensure overall targets are achieved. Budget Responsibility: None

KEY RESPONSIBILITIES

IT Support • Provide excellent customer service to England Athletics staff in the resolution of all technical and IT related queries. This will include but not limited to: 2 - Provide hardware support for Desktops, Laptops, Printers, Mobile communications equipment (Tablets / Mobile Phones / USB modems / other handsets) and any other peripheral equipment. - Troubleshooting PC/laptop problems and diagnosing and solving hardware/software faults, creating support requests with external 3rd parties (HP / Dell etc.) - Using remote desktop software when required to diagnose and assist users with issues. - Prepare new workstations / laptops with current Windows build and maintain the current build with the latest updates and drivers as required. - Be the point of contact for any urgent IT related queries for England Athletics. - Ensure equipment is protected with virus protection and other security measures • Develop and implement a logical logging system to ensure that queries are dealt with quickly and efficiently and re-occurrence is kept to a minimum. • Support the IT Development Manager with day to day queries relating to the shared service with UKA IT; Regular monitoring of server performance will be required. Other aspects of shared provision may include: VMware Infrastructure, Network, MPLS and WAN, Firewall and VPN access, Active Directory, Personal and Multi-User Storage, Disaster Recovery and Business Continuity, Email Exchange Server, Mobile Telephony, Shared Print Server. • Provide technical support for all user interfaces to ensure that the user experience is optimised. This will include but not limited club management system, course booking system, athletes' portal and users of the England Athletics website. • Provide technical support to the Data Analyst to ensure Qlikview server is maintained and troubleshoot when required. • Work with the team to use knowledge of customer queries to help better understand trends and habits of our membership base. Event IT Support • Provide on-site technical IT support on the day of any England Athletics managed events where required. Additional Responsibilities • To undertake any further duties which may from time to time be required of the post holder and are commensurate with the responsibilities of the post. MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION Education/Qualifications/Training: • Educated to degree level or equivalent in Information Technology is desirable • Microsoft Certified qualification desirable Specific Experience: • Proven successful experience in a similar position including use of Microsoft Windows Client / Server environment, networks, Microsoft Office products and mobile devices. 3 • Proven successful experience of diagnosing and solving hardware/software faults. • Proven track record of providing excellent customer service to internal staff and external stakeholders Abilities/Skills/Knowledge: • Proficient in Windows Client / Server and Office Products including Windows 2003 – 2008 Server, Windows XP, 7, 10 and Office 2007 – Office 365. • Exchange 2010, Anti-Virus, IIS, Active Directory, Networking, NHCP/DNS, HP / Dell / Lenovo devices. • Scripting skills advantageous, PowerShell, VBS and basic web design skills. • Knowledge of Open Accounts software an advantage. • Assist SQL Report Writer/Database Administrator logging / resolving issues and producing reports. • Basic SQL query skills are desirable. • Ability to convey a strong presence, professional image, and deal confidently with complex technical problems. • Experience in a similar IT project role is desirable. • Excellent problem solving skills and time management capabilities. • Flexible approach to work and 'can do' attitude is essential. • Ability to plan, organize and work on multiple tasks simultaneously. • To participate in team briefings and internal improvement activities.

WORKING RELATIONSHIPS

The IT Support Officer will provide a first-class service to all England Athletics staff and include strong team work with the IT Development Manager, Data Analyst and collaborative working with UK Athletics IT team.

KEY VALUES

Pride We take price in the work that we do and demonstrate commitment to our athletes in recognition of the important role that we must play. Athletics in England has a rich heritage and we will celebrate the achievements of our athletes from today and yesteryear to inspire future generations. Integrity Our sport is founded on integrity. We will demonstrate this in all that we do to earn respect and to build effective partnerships at all levels. We will challenge ourselves and each other to ensure that we adhere to this value always. 4 Inclusivity Inclusivity is an important aspect of athletics and must be embraced at all levels of the sport. We believe that athletics can contribute towards a healthy lifestyle and a sense of achievement, whatever the age, ability or background of the athlete or volunteer. We should promote inclusive working always and reflect this in our actions.

EMPLOYMENT BENEFITS Salary Band: £25,000

Contractual Status: Permanent

Annual Paid Holiday: 25 days plus 8 Statutory Bank Holidays

Hours: 35 hours per week.

This role will require the post holder to work such hours as may be necessary for the proper performance of the duties of the role and specific hours cannot be determined. A flexible approach to work is required as evening and weekend working will be involved. Notice Period: Other Benefits: • Membership of Company Personal Pension Plan with company contributions currently equivalent to 7% of annual salary on completion of 6 months' probation. • Free private medical care with option of covering family members. • Life Assurance • Salary sacrifice options to purchase childcare vouchers

 

Closing Date for Applications: 2nd May 2017

Interviews will be held week commencing 8th May 2017

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