Overview
An exciting opportunity exists for a Schools Software Support Officer working within a busy ICT Traded Service to Gloucestershire Schools. This team is part of the Education Support Services, based within the Digital & ICT Application Support department. As a local authority ICT traded service, we offer schools and academies MIS support for ESS SIMS and Bromcom. This support includes the full range of SIMS and Bromcom modules and throughout the year supporting schools with the DFE and LA Statutory returns, helping schools maximise the effectiveness of school data and reduce administrative burdens. There is overlap with our Hardware Traded Service and some software support may utilise aspects of Microsoft 365 or the Google Suite. Please see our attached Service Level documentation for full details of our Application Support Services.
Responsibilities
* Your day-to-day role would include being an 1st line support team member, answering customer calls and emails, managing tickets and delivering excellent support.
* You will be required to report to the Education Services Helpdesk Supervisor, Karen Meredith.
* This job is predominantly working from home, with no current plans for this to change, with staff welcome to work within the office environment at Shire Hall. Some work may require attendance at Shire Hall or various venues and schools within Gloucestershire.
About you
* The preferred candidate will work to deadlines, have attention to detail, be a problem solver and be comfortable liaising independently with our software providers ESS and Bromcom or senior team members.
* You will be expected to work closely with the MIS Trainers, Consultants and Tech Leads to assist with projects and support delivery and be familiar with techniques for ensuring that full account is taken of customer's needs.
* We pride ourselves on our friendly and efficient support provided by our team of professional, dedicated staff and the preferred candidate would align with these values alongside demonstrating the Gloucestershire Employee Behaviours.
Desirable background
* Education Sector
* Experience of Management Information Systems, Customer Relationship Management Systems or Point of Sale Systems
* Software Support
* Customer Service
* Administration
* The council is not currently able to offer sponsorship in this role. Candidates will need to have right to work that enables them to commit to at least 6 months\' employment. Right to work is not transferable from a sponsored role held with another employer.
Equality, Eligibility and Disability
* If you are an Internal applicant and consider yourself to have a disability as per the Equality Act (2010), please declare this in an email to recruitment@gloucestershire.gov.uk, as this is NOT currently covered in the application due to a technical error.
* By providing this information, you can choose to be considered for a guaranteed interview under our Disability Confident pledge if you meet all essential criteria. It also enables the recruiting manager to arrange any reasonable adjustments you may need during the process. A disability is defined as: a physical or mental impairment, which has a substantial and long-term (more than 12 months) adverse effect on a person\'s ability to carry out normal day-to-day activities.
* It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a \'customer facing role\' must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.
Commitment and culture
We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire's diverse communities. Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential.
Benefits
* Flexible and agile working opportunities
* Annual leave entitlement of 25.5 days rising to 30.5 after 5 years continuous service
* Career development and qualification opportunities
* Supportive and positive working environment
* Excellent Local Government Pension Scheme (LGPS)
* Employee Benefits Programme
* Cycle to Work scheme
* Links to employee networks such as Prism (LGBT+) network and the Young Employees Network
* Gloucestershire Salary Sacrifice Green Car Scheme (T&C\'s apply)
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