MIS Support Officer

Permanent @JobPloy Solutions Jobs in IT
  • Doncaster, South Yorkshire View on Map
  • Post Date : November 3, 2022
  • Apply Before : December 10, 2022
  • Salary: $0 - $3000000
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Job Detail

  • Career Level Manager
  • Experience Fresh
  • Industry Development
  • Qualifications Certificate

Job Description

Role: MIS Support Officer
Salary: £30K per annum
Location: Doncaster
Hours: Monday to Friday 8:30am- 5pm
To deliver a robust, reliable advice, support and training service that meet the business objectives, ensuring an excellent standard of advice, support and training in the use of school Management Information systems to school managers, officers and teachers in accordance with immediate and future business needs
This is an exciting opportunity for an ambitious MIS Support Officer with substantial knowledge and understanding of school management processes and practices with significant ability to devise and deliver high quality training to schools to join and add value to a growing, ambitious and friendly organisation.
The responsibilities fall into the following areas;
Supporting the customer
Working on issues raised by clients, understanding the different business needs of the customers and recording all key information to support them. Support can be via phone or email. Adherence to company & client processes to deliver an outstanding experience. Utilising a range of remote access & monitoring tools to troubleshoot issues. Ensuring that customers have the opportunity to participate in superior training courses to increase their knowledge and skills.
Achieving the SLA
Managing your time to prioritise urgent issues while ensuring all requests meet the contracted SLA.
Customer Satisfaction
Owning issues throughout all phases of support and keeping the clients informed of all progress with the issue. Working with the clients to ensure a quick and effective resolution to the item raised. Deliver effective communication with all customers and reporting to line manager.
Training
Delivering effective training courses in a friendly and comprehensible manner.
Documentation
Working within the team to ensure all documentation is updated and correctly recorded in the relevant system aiding effective closure times. Documentation includes client’s SIMS and SQL installations, infrastructure, E-mails, and updating of system to aid the support process and allowing other parts of the business to effectively manage the end to end process. It is essential that data is accurately recorded in the Help Desk System to ensure our client can accurately report on services provided, ticket status, and activities undertaken.
Key responsibilities:
Supporting the Customer
Incorporating;
Responsible for the development and delivery of an efficient, effective, responsive advice, support and training service across schools.
Ensure statutory obligations are met.
Provide guidance and support on new legislation affecting schools.
Work with colleagues and schools to implement new applications and modules, supporting customers as needed throughout the implementation process.
Take responsibility for specified actions of project plans.
Ensure team leader is kept informed of issues and resolutions
Achieving the SLA
Incorporating;
Working within the team to ensure all requests for support are actioned within the SLA
Raise issues with the software helpdesk if required and ensure customer is kept up-to-date
Monitor your cases and ensure logs are updated regularly.
Expectation to meet or exceed customer expectation for the SLA
Customer Satisfaction
Incorporating;
Ensure that the customer is apprised of all aspects of issue and resolution in a timely manner and completely satisfied with the outcome.
Ensure all communication is polite, friendly and professional.
Ensure customer is satisfied with their experience
Ensure team leader is kept informed of issues and resolutions
Training
Incorporating;
Proactively consider and assess training, delivery and support of SIMS, Arbor and FMS within the service area of responsibility to provide effective solutions to business need
Deliver quality and timely training to school managers, Headteachers and teaching staff
Deliver training to onsite engineers and remote engineers where needed.
Documentation
Produce concise, clear instructions for routines in management information systems
Log all phone calls, emails and issues in the relevant system updating regularly and providing the status accurately.
ITGlue MUST be maintained and information formatted using our internal documentation
Documentation and assistance MUST be provided to remote staff and onsite engineers to ensure they are comfortable supporting our products.
Skills/ Interests:
Evidence of working with school Management Information Systems, SIMS, Arbor and FMS.
Evidence of co-ordinating and delivering high quality, effective and timely training.
Evidence of delivering tangible results in administration, data analysis and handling within a customer focused services.
Experience in enabling the implementation of new systems and processes.
Evidence of conducting presentations on complex statutory requirements and data/ application issues to audiences of varying skill sets.
Experience of promoting a positive and enabling culture.
Evidence of continuous personal/ professional development in a related field.
To be a team player but able to work alone if required.
Passionate about technology & how it benefits businesses
Process driven and organised / attention to detail
Experience required:
Significant knowledge of School Management Information Systems, essentially Capita SIMS, FMS and Arbor software with the ability to learn new systems.
Substantial knowledge and understanding of school management processes and practices.
Significant ability to devise and deliver high quality training to schools.
Significant ability to successfully analyse complex issues and situations and provide practical and creative solutions.
Substantial knowledge and understanding of school improvement data across all Key Stages.
Substantial knowledge and understanding of the national agenda affecting schools, including Assessment and Reporting arrangements and School Census.
Ability to work effectively with schools, DfE, Capita and colleagues.
Ability to conduct presentations on complex statutory requirements and data/ application issues to audiences of varying skill sets.
Significant ability to identify and analyse system and process requirements.
Significant ability to meet deadlines and work under pressure in a constantly changing IT and data lead environment.
Glu Recruit LTD are an equal opportunities employer and are acting as a recruitment agent in the hiring of this role.
Glu Recruit LTD ensure that all qualified applicants are considered for employment in the role that they have applied for, and any other suitable opportunity that we advertise without regard to age, belief, colour, ethnic/national origin, gender identity, race, religion, sex, sexual orientation or based on disability. If you require any additional support to apply for this role, or any other role that we advertise please contact us directly for assistance

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