Job Description

Role:

ICT & Business Systems Officer

Location

: West Bridge Depot, Northampton.

Hours of work:

37 hours per week

Contract Type

: 12-Month Fixed Term Contract

Salary:

31,322 per year

It's an exciting time to join Northamptonshire Partnership Homes (NPH) as we expand and grow our business, whilst developing and improving existing services for our residents. A fantastic opportunity has arisen to join NPH in our busy Data and ICT directorate as an ICT & Business Systems Officer.

The Role

To be responsible for the day-to-day monitoring and to support the maintenance and development of NPH IT Business Systems. To evaluate, categorise, and prioritise calls, resolving at first line or re-assigning for resolution accordingly. Liaise with internal and external suppliers and support teams to maintain NPH Business IT systems in line with support agreements where appropriate. To design, implement and maintain operational procedures and standards, developing user guides and documentation to ensure best practise use of relevant IT systems and hardware. Responding to urgent system failures/issues acting as liaison between staff and other IT services/providers/stakeholders To maintain the NPH IT Asset register, including issuing new equipment, monitoring and updating existing equipment records Provide business application advice and training to users, issue resolution and potential capability of systems and hardware to inform and influence future development options for relevant IT systems. Development and implementation of effective change control process including creation and maintenance of up-to-date process documentation for relevant IT systems

Key Responsibilities

Delivering an effective customer focused ICT service desk system for users Contribute to wider effective team working across all NPH IT teams and with other internal and external linked support teams to achieve objectives. Work with and act as a key contact for NPH ICT suppliers to review, upgrade, maintain and further develop NPH ICT Helpdesk, including potential workflow changes, redesigning the customer portal and building management reports. Interrogate IT systems using appropriate query and reporting tools and implement workflow and scripting where required. Provide a responsive, high quality, customer focused service to all requests for support from users of NPH Business Systems and related processes, ensuring management of logged jobs. To include recording, prioritisation, resolution and escalation where progress or delivery is not made against agreed SLA's To use a variety of analytical and problem-solving skills to diagnose issues and provide solutions to users ensuring systems are used to their maximum potential Provide training, support and advice to NPH users, ensuring manuals and support resources are created and maintained ensuring they're up to date and relevant Manage and Resolve IT systems and hardware issues at first point of contact where possible, ensuring shared service, suppliers and external ICT partner IT service requests are appropriately signposted and tracked Support all staff with user acceptance testing during upgrades/fixes. Record and report errors. Apply and test fixes. Manage and monitor change requests in consultation with the Senior ICT Client and Service Delivery Officer and the Business Systems Manager Provide management and business intelligence by extracting system data, developing and running reports and analysing data for non-technical audiences Effective management of the NPH IT Asset Register and associated assets. To raise orders, track receipt of goods and process invoices relating to the ICT service using the NPH finance system(s) To establish and maintain effective customer focused relationships with internal and external customers, suppliers and partners Work alongside the Business Systems Team to support the effective operation of the System User Group to develop knowledge of systems and promote cross service working relationships and increased awareness of product development with suppliers.

What skills are we looking for?

Professional IT Service qualification or equivalent (ITIL etc.) Experience of managing Help Desk systems, processes and controls Educated to A level or equivalent Awareness of the principles of GDPR and Data Protection with the ability to relate it to IT system use Able to balance conflicting priorities and workload and complete within deadlines Approachable, methodical and adaptable - ability to grasp, assimilate and apply information and concepts quickly Be able to challenge current processes to engage customers in effective change Excellent interpersonal skills - able to communicate in an open and constructive manner Able to interpret and present complex data for differing audiences, including senior management and members of the public in multiple formats using various tools inc. MS Excel etc. Pro-active and able to work on own initiative with minimal supervision and as a team

In return, we offer a range of benefits to employees, including:

Holiday entitlement of 28 days a year (plus public bank holidays), increasing to 33 days after 5 years' service Access to the Local Government Pension Scheme Flexible working arrangements Employee discount hub Free parking Sick pay Health & wellbeing programme Referral programme Cycle to work scheme Bereavement Leave Referral programme Monday to Friday
NPH reserve the right to close our adverts earlier due to high volume of applications. To avoid any disappointment, we would suggest submitting your application at your earliest convenience.

At NPH we value and respect all differences in all people, whether seen or unseen. We aspire to an inclusive working environment and a culture that reflects our colleagues and residents. We welcome applications from all regardless of race, faith, age, sexuality, gender identity, neurodivergence or disability. If we can make any adjustments to our recruitment processes to make it more accessible, we actively encourage you to let us know.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: 31,322.00 per year

Benefits:

Company pension Flexitime Free parking Health & wellbeing programme On-site parking Referral programme Sick pay
Application question(s):

Do you have proven awareness of the principles of GDPR and Data Protection
Education:

A-Level or equivalent (preferred)
Experience:

Managing Help Desk systems: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person