The role:
Undertake designated specialist IT activities across multiple locations, to provide an effective IT service to colleagues, in accordance with agreed service standards, under appropriate guidance and direction, in support of RZSS’ vision and mission. Assist other IT staff, and the Head of IT as needed, in the provision of a professional service to all employees.
This is a fixed-term (6 months) / full-time position.
Some of the things you’ll do:
1. Act as the primary point of contact for IT support across the RZSS, demonstrating first-class customer care and service.
2. Monitors the receipt of all IT support contact channels (e.g. telephone, email, in person, Helpdesk tickets), and logs such contacts into the departments online ticketing system and track progress.
3. Triages initial user contacts and actions and/or delegates to other IT team members as appropriate; including logging, liaising and managing calls with 3rd party suppliers and keeping internal colleagues updated on progress.
4. Provides end-user support (e.g. user coaching, minor physical repairs or replacement products) for all RZSS IT hardware (desktops, laptops, printers and peripherals etc).
5. Provides end-user support (e.g. user coaching or data recovery) for RZSS standard IT software provision (Windows, Office etc).
6. Prepares, configures and builds IT hardware to agreed procedures and specifications, often at short notice and to tight deadlines, e.g. pc set up for new starter.
7. Day to day responsibility for the IT Asset Register and IT stock levels (e.g. accurately recording new assets and ensuring existing records up to date and proactively advising Head of IT when new stock required).
What we’re looking for:
8. Microsoft Certified Desktop Support Qualification or equivalent
9. A broad understanding of best practice troubleshooting techniques to be able to provide IT support to staff with a customer-focused approach.
10. Support-specialist knowledge and understanding of desktop software (e.g. Microsoft Office Suite, Browser technologies and plugins, Adobe Creative Cloud).
11. Support-specialist knowledge and understanding of Windows OS (10, 11)
12. Experience in an IT department providing personal support to colleagues with a range of levels of ability.
What you’ll get in return:
13. Starting salary between £24, - £25, (offer based on experience)
14. 37.5hr working week (may require some weekend working)
15. 34 days annual leave (pro rata)
16. Discount in both retail/catering
17. Access to a healthcare plan
18. Access to Employee Assistance Programme (EAP), that provide 24-hour counselling and support, including health, legal, finance, wellbeing and family advice, plus up to 8 face to face sessions for all members.
19. Employer contributory pension scheme
20. You will receive a staff membership which will give you (and family/friends) free (and discounted) entry to both the Highland Wildlife Park and Edinburgh Zoo as well as a number of other Zoo’s across the UK.
Please note that shortlisting of applications and interviews for this position will take place while the advert is live. The advert will close once a successful candidate has been found.
Interested candidates are therefore encouraged to submit applications, as soon as possible.
Proposed start date: 1 October