Support Advisor

University of Oxford - Student Systems

The Student Systems Support Centre is responsible for the support of the SITS: Vision system, as well as a number of legacy systems, for the development of student systems’ roadmap, and for process improvement for all student systems users.

As Support Adviser, you will be providing users with a first line of support; acknowledging and responding to queries received by phone, email and other means. You will provide users (students and staff) with assistance, supplying solutions to queries where possible, or referring the query to other teams within the Support Centre. You will manage details of all queries in service desk system and will actively follow up queries on behalf of users. You should have the ability to identify common trends in incidents reported, in order to establish common issues which can be addressed via software fixes, training or better documentation. You will also assist in the monitoring of services to aid improvement, and produce ad hoc reports when required.

A good general standard level of education is required along with a willingness to learn and an ability to acquire new skills quickly. You will have excellent written and oral communication skills and proven experience in a customer orientated role within a complex organisation. You will need to demonstrate strong organisational skills, with the ability to prioritise according to business and user requirements. You will have a high level of IT literacy and have the ability to articulate complex technical concepts in language non-experts can understand.

This post is part of a pilot scheme testing a new Supporting Evidence form in place of the more usual ‘supporting statement’. Please ensure that you carefully read the How to Apply section provided in the Job Description, which you can download below along with the required Supporting Evidence form.

Only applications received before 12.00 noon on Monday 4 September 2017 can be considered. Interviews are anticipated to be held week commencing Monday 18 September 2017.

https://www.recruit.ox.ac.uk/pls/hrisliverecruit/erq_jobspec_version_4.jobspec?p_id=130308

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