Support Advisor

Fixed Term until 30 September 2023

This post may also be considered a secondment opportunity

About the role

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.

About you 

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.

While we are ideally looking for someone who meets the selection criteria we know that sometimes individuals grow into a job, so if you feel you don’t tick all the boxes, but are keen to develop and work within university administration then we would welcome an application from you.  We are looking for someone who:

• is committed to providing an excellent and professional service
• seeks to understand and improve processes and has an aptitude to acquire new data and IT skills
• is efficient, with excellent organisational and prioritisation skills
• is personable with good communication skills and confident to deal with queries independently
• enjoys working as part of a team as well as independently using their own initiative

About us 

Student Systems oversees the support and development of IT systems which underpin the various stages of the student career, from admission to graduation. The section provides helpdesk and user support services via the Student Systems Support Centre, and delivers ongoing improvements ranging in size from small enhancements to major projects.

We offer you:

• an opportunity to work with a friendly, talented and collaborative team within Student Registry and across the University.
• potential to develop a career in university administration
• a wide range of staff benefits including generous maternity leave, child care services, and discounted travel tickets.

Only applications received by 12:00 noon on Wednesday 4 January 2023 can be considered.  For further information on the role please refer to the job description and/or contact aadadminsupport@admin.ox.ac.uk.

Advert information