Job Description and Person Specification

Job Description and Person Specification
One Education
SIMS Support Officer
To provide first and second line SIMS Support (including training) to One Education’s customers
remotely through its ICT Helpdesk and locally at customer site.
Main Duties
Answer the ICT support telephone line and emails, recording and dealing with requests and
informing users of proposed steps for resolution of fault and where possible perform tasks to
resolve faults. Seek advice on possible resolutions and where necessary handover
problems to senior staff. Ensure all service requests are logged in the helpdesk system with
all information required.
Deal with staff and Customers queries in person at the ICT service desk.
Monitor the ICT help desk system and ICT support emails daily for requests that are due for
resolution (within SLA’s) and resolve or escalate as required.
Periodically update key users or Customers of progress towards resolution on major issues.
To be responsible (in conjunction with other team members) for the support of Capita SIMS /
FMS for One Education customers.
To participate in the effective organisation and delivery of training in Capita SIMS to One
Education customers.
Actively promote One Education and its services trying to identify potential sales
Handover and record the issue of ICT equipment to staff and ensure return. Contact
recipient and arrange the return of loan equipment that has not been returned after the
agreed date
Produce and edit user guides as needs are identified on the basic operation of ICT systems
and upload to relevant websites once agreed by the ICT Service Desk Team Leader.
10. Update websites as required informing users of system downtime, new or improved ICT
services, changes of policies & procedures and other relevant information.
11. Use One Education email system and relevant websites to make staff aware of major service
issues as instructed by ICT Service Desk Team Leader or the ICT Services Manager.
Job Description and Person Specification
12. Where necessary communicate directly via email or telephone to Customers/users of
affected systems.
13. Perform basic troubleshooting of ICT problems using remote control services or arrange a
site visit.
14. Record observations and findings in the helpdesk system for possible further investigation or
15. Propose workarounds and other temporary solutions to minimise impacts of problems on
end users.
16. Train users how to perform basic configuration changes if required
17. Coordinate and perform proactive maintenance including the routine checks of ICT to ensure
normal operation.
18. Deploy and configure staff ICT equipment.
19. Assist with the coordination and planning of special projects and preparing associated plans
and reports where necessary including working as part of a team to deliver larger ICT
20. The postholder must be able to travel to various sites as required.
21. This role will require occasional attendance at evening and weekend meetings and work in
schools outside Manchester. Where the postholder is disabled, every effort will be made to
supply the necessary aids, adaptations or equipment to allow him/her to carry out all the
duties of the post If, however, a certain task proves unachievable job redesign will be given
full consideration.
Job Description and Person Specification
Person Specification
ICT technical qualifications
A willingness to undertake formal training to obtain the necessary skills
and knowledge for the role, e.g. new modules or updates
Experience with supporting and training end users on Capita SIMS (and
its constituent modules).
Experience of working in a School background or SIMS Support desk
Experience of working with Microsoft operating systems and networks
Experience of information gathering/analysis and producing accurate
data for reporting and assessment
Knowledge of using SIMS and ICT technology
Knowledge of computer hardware and networking
Good oral and written communication skills to be able to represent the
company both internally and externally
A high level of organisational skill, including the ability to work
independently and collaboratively to support colleagues and customers
Organisation of own workload and priorities on a day to day basis using
own initiative
Effective diagnosis, analytical and problem solving skills
Ability to meet deadlines and prioritise conflicting demands
Ability to be self-directed with initiative and to be able to solve practical
problems with limited supervision
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