Job Outline
Job Title / IT Business & Support Officer (part-time,28 hours per week)
Grade / Employers in Voluntary Housing Grade 7,
£31,282 - £34,350 pro rata
Normal hours of work / Minimum 28hours plus other
requirements as driven by business needs
Reporting to / Director of Customer Services
Responsible for / The delivery of a comprehensive
and integrated information technology
service across the whole organisation and to external customers as required
Communication/ collaboration with /
oAll BHA stakeholders & Employees
oThe Community
- Business Partners, contacts and stakeholders across the RSL, Voluntary, Public & Private Sectors
1. Your role
The IT Business and Support Officer is a key role in delivering a modern, efficient high quality information technologyservice to internal and external organisations.
Working as part of the Customer Servicesteam, you will be responsible for providing detailed ITsupport, advice and information to our customers, our staff members and to the wider local community.This will include assisting with the development of our new Aareon housing system, as an integrated system across all departments but will also include working with external contractors and clients to improve technological services. Advice and assistance on developing social media, website, and tv connections will also be part of this role.
Reporting directly to the Director of Customer Services,you are an integral part of all departments with responsibility for designing, creating, testing and implementing systems to support the Associations information needs.
This will include:
- Ongoing service delivery and development;
- Implementation and operation;
- Performance monitoring, measurement & reporting; and
- Delivering a commitment to continuous improvement
- Working in partnership with our key partners to provide a joined up dedicated service on advice and information to our clients and customers.
You will actively provide support to deliver Departmental Action Plans which are at the core of our identified Operational and Strategic business aims.
- Behaviour
To help deliver our Vision –‘Creating opportunity for growth & improvement’ – to uphold our Values, and provide the best service we can, you will need to:-
Be pro-active, energetic, enthusiastic, and committed to delivering high quality customer care
Honest, respectful and trustworthy
Be dedicated and to care about our purpose and vision
Reliable and dependable to colleagues and to our customers
Helpful and an excellent communicator
Flexible, adaptable and responsible
A good listener and able to analyse customer requirements
Informed & analytical – a forward thinking planner and pragmatic problem solver
A good team-player and able to work on your own initiative
Action centred – fostering a `can do` positive culture
Knowledgeable, accurate and accountable
Positively promote the Association, networking with people and organisations that can help improve our performance & services, and increase options
Do a great job, reviewing what can be done better and striving for personal and organisational improvements.
3. Main Duties and Responsibilities
As a key part of our Customer Services Team , you will be responsible for delivering a range of efficiency measures and outcomesensuring that maximum benefit is obtained from reliable, cost effective systems for the organisation
Main Tasks
Provision of IT Support to all staff and systems within the organisation in consultation and regular review with our external consultants
Provision of IT problem solving and implementation of cost effective solutions. Where necessary, referring problems to specialist software/hardware support
Establish, maintain and monitor records of user support calls, IT support logs and generating relevant statistical and Key Performance Indicator (KPI) reports.
Provision of network administration tasks & services, including routine backups, managing domain accounts, maintaining support documentation etc.
Manage the installation, configuration and maintenance of operating systems and businessapplications, to upgrade/reconfigure existing PC hardware, servers and software.
Develop, maintain and update the Associations Intranet site
Work with the Director of Customer Services to develop the IT Strategy, customer apps and mobile working technology
Design and create management information and performance reports using software and systems
Take a proactive approach in the identification of gaps, errors or inconsistencies in the source data or reporting areas and recommend relevant action
Responsibility for the creation, production and development of reports for management reporting and ARC submissions
Provide IT support for all office based, remote access and mobile working computer equipment, applications used by employees.
Front line support for consultancy clients may also be required.
Responsibility for ensuring relevant maintenance service agreements are in place and manufacturer instructions readily available.
Assist corporate finance department with the maintenance and upkeep of the IT asset register and other IT related databases/spreadsheets.
Administration of the Association’s electronic mail systems, unified communications systems, Intranet, Extranet and Internet facilities.
Provide support for network printers, scan and print server services.
Implementation & management of security protocols, , preventing unauthorised access and the introduction of computer viruses and other malware to the Association’s computer systems.
Ensure the Association’s Health and Safety policy is adhered to in respect of computer equipment
Assist the organisation to ensure adherence to the requirements of the current Data Protection Act, including all appropriate registration forms or other requirements.
Recommend enhancements to take advantage of advances in technology
Provide staff training in the use of housing systems, modules and relevant software
Prepare and update manuals and user guides
4. General
You will be committed to delivering excellent quality services and achieving high levels of customer satisfaction through continuous service improvement.
You will assist in compliance with the regulatory and legal framework, guidance and best practice adopted across the housing sector.
You’ll have a good working knowledge of what all departments do,and developservices to allow for improvements in the provision of customer service.
Inputting information into our housing software and the website, television network, and social media sites as required.
Gathering and analysing information for reporting to the Governing Board of Barrhead Housing Association and Governing Board of Levern Property Services
Providing support and assistance for the delivery of our detailed business objectives for Levern Property Services as required.
Remain open and alert to possible changes that might improve our services including improvements to our housing software and wider information technological advances, bringing these to the attention of your manager
5.Development
Your ongoing professional development is critical to the continuing success of the Association and will be identified via two main streams;
- Continuous self-assessment and learning needs identification / implementation.
- Director driven learning and development through our Learning & Development Strategy.
6. The `Catch-all`
This Job Outline is not designed to be an ultimate descriptor of everything you have to
do to ensure the business, its people and its services are a success- at the end of the
day it represents guidance and offers key areas to think about.
You have a key role in delivering a quality customer service. As a result, you will be relied upon to use your expertise, skills, knowledge, experience, judgement, etc to be continually striving for excellence in our service provision in collaboration with all stakeholders for the improvement of our Community.
PERSON SPECIFICATION
Post Title: / I T BUSINESS & SUPPORT OFFICER (Part Time)Items specific to this particular post: / Essential / Desirable
Education / Educated to degree/post graduate level in related IT subject.
In possession of or working towards relevant qualifications in SQL Business Intelligence Development / X
X
Technical Skills and Knowledge / In depth knowledge of SQL Server 2008 R2
Excellent Report Writing Skills e.g.
SQL/Access
Working knowledge of Microsoft Small Business Server 2011
Working knowledge of Terminal Services 2003
Working knowledge of Exchange Server 2010
In depth knowledge of Visual Studio 2005
In depth knowledge of Microsoft Office 2010
Working knowledge of Aareon Housing Software
Working knowledge of M-Science SMS Manager
Working knowledge of Locator Plus Software
Front Line IT Support Skills
Experience of Symantec Backup Software
Development and Delivery of end user training
Working knowledge of Electronic Document Management systems / X
X
X
X
X
X
X
X
X / X
X
X
X
X
Experience / Minimum of 2 years’ relevant experience in 1st line IT support.
Minimum of 2 years’ relevant experience in Business Intelligence environment / X
X
Values & Vision / Be pro-active, energetic, enthusiastic, and committed to delivering high quality
customer care
Honest, respectful and trustworthy
Be dedicated and to care about our
purpose and vision
Reliable and dependable to colleagues and to our customers
Helpful and an excellent communicator
Flexible, adaptable and responsible
A good listener and able to analyse
customer requirements
Informed & analytical – a forward thinking
planner and pragmatic problem solver
A good team-player and able to work on
your own initiative
Action centred – fostering a `can do`
positive culture
Knowledgeable, accurate and accountable
Positively promote the Association,
networking with people and organisations
that can help improve our performance & services, and increase options
Do a great job, reviewing what can be
done better and striving for personal and organisational improvements. / X
X
X
X
X
X
X
X
X
X
X
X
X
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