2nd Line Service Desk Adviser - Stevenage, United Kingdom - Herts for Learning Ltd

Herts for Learning Ltd
Herts for Learning Ltd
Verified Company
Stevenage, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

JOB OUTLINE

Job title: 2nd line Service Desk Adviser - Data Management Service

(DMS)

Job ref:
HFL1524

Hours:37 hours per week, Monday to Friday, 8.30am - 5.00pm. Term
Time Only Pattern


Salary band:
Band 4 - £25,000 pro rata plus excellent pension and benefits.


Contract:
Permanent


Reports to:2nd Line Adviser Team Leader - DMS


Team:
Data Management Services


Location:

Hybrid role, remote working with an opportunity to work 1 to 2 days in the Head Office - Stevenage, as required to meet business needs.


OUR COMPANY

HFL Education (Formerly Herts for Learning) is an award-winning provider of products and services to schools and educational settings within and outside Hertfordshire.

We believe that every young person, through access to a great education, should be able to realise their potential, regardless of where they live or their circumstances.

We focus on supporting the schools we work with to achieve successful long-term outcomes for their children. HFL is majority owned by Hertfordshire schools and operates with a not-for-profit ethos.


JOB CONTEXT
Due to our expanding customer base and the introduction of a multi-supplier MIS
(Management Information Systems) framework there is a need to increase our provision of our Service Desk support in schools and settings.

HfL's Business Services delivers a complete range of services to support school and educational settings, develop and complement the work of headteachers, governors,



Herts for Learning Ltd trading as HFL Education

Robertson House, Six Hills Way, Stevenage, Hertfordshire, SG1 2FQ Registered in England No


School Business Managers, Finance, HR and admin staff, as well as helping them get the best from existing technology and their Management Information Systems (MIS).

The DMS team provide support, guidance, training and consultancy services to approximately 500 schools for their Management Information Systems (MIS).

In 2021, we procured a new multi-supplier MIS framework, providing schools with a range of solutions for their MIS.


PURPOSE OF THE JOB

Due to the strategic growth of the Data Management Service, responsibilities and job outlines are regularly reviewed, to ensure that each member of the team has clarity around their area of work, expertise and development.

The role of DMS 2nd Service

Desk Adviser is part of an enthusiastic and dedicated Service Desk team, committed to providing high quality support and advice to a wide range of school and education staff in the use and implementation of management information systems (MIS) processes.


The role requires continuous professional development to ensure a good understanding of the specific requirements of the MIS solutions we support, responding to and resolving support requests within the relevant Service Level agreement and offers a great opportunity for career development.


MAIN AREAS OF RESPONSIBILITY
- to provide support to customers (schools and academies) in their use of
- maintain and update the IT Service Management System, adhering to our policies and procedures and keeping the end user up to date at all times
- support the DMS team to offer a comprehensive, timely and high quality range of support, working to a high standard to achieve SLA/KPI benchmarks
- prepare instructional documentation and knowledge base articles for users in schools and other educational settings
- provide a point of contact to schools, liaising with head teachers and MIS users, advising on a range of areas of MIS support

The duties and responsibilities listed above describe the post as it is at present. The post holder is expected to accept any reasonable alterations that may from time to time become necessary.


PERSON SPECIFICATION

Knowledge / Experience:


  • Demonstrable experience with school MIS systems such as Arbor, Bromcom ScholarPack and SIMS would be desirable
  • Be organised and selfmotivated, with the ability to prioritise own workload, work on numerous activities simultaneously, complete tasks and meet deadlines is essential.
  • Open selfdevelopment and learning new skills and adopt new responsibilities as required
  • Be able to work effectively with others in a fastpaced environment, whilst being physically remote.
  • Be positive and proactive and be able to work in a busy and supportive environment with the ability to keep calm under pressure and mínimal supervision.
  • Be an excellent communicator both verbally and in writing, providing a high level of customer service and dealing with a range of customer queries / concerns in a professional manner.
  • Be enthusiastic, flexible and reliable, capable of working as part of a team but able to take responsibility and work alone on specific tasks, keeping team members updated with progress which may affect them and their role.
  • Experience of working in a Service Desk environment (desirable)

Skills and abilities

  • Being a team player is
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