System Support Officer

3 Month Contract With A Local Authority

To provide effective and customer-focused support for LGSS ERP systems ensuring users are able to perform their roles efficiently and systems operate in line with statutory operational and service requirements. The post holder will deliver first-line and second-line system support assist with system administration and maintenance and contribute to service improvement and project activity. The role also supports the Business Systems Support Manager in ensuring the ongoing availability development and reliability of LGSS business systems.

Key Duties

• Act as the first point of contact for LGSS-supported systems providing advice guidance and issue resolution to system users.
  

• Log assess investigate and resolve system incidents and service requests escalating complex issues to senior technical staff or suppliers where appropriate.
  

• Carry out routine system housekeeping tasks including running interfaces data extracts and reports.
  

• Complete system administration activities such as user access management maintaining system values and supporting development and test environments.
  

• Monitor and manage calls logged via LANDesk and the team inbox ensuring records are accurate and kept up to date.
  

• Raise and manage incident and change requests with third-party suppliers and respond to requests for additional information.
  

• Participate in functional testing and support system development upgrades and project work.
  

• Assist with the preparation of user guidance documentation and communications to support effective system use.
  

• Support communications relating to system changes downtime patches and releases.
  

• Contribute to service development by identifying improvement opportunities and supporting the introduction of new standards procedures and ways of working.
  

• Work collaboratively with colleagues across Business Systems Helpdesk and wider LGSS teams to ensure timely and high-quality service delivery.
  

• Champion effective use of LANDesk and support reporting requirements including KPIs and service performance measures.
  

• Deputise for the Business Systems Support Manager when required.
  

Requirements

• GCSE level education or equivalent.
  

• Experience working in a customer-focused support or technical environment.
  

• Basic system administration experience.
  

• Strong IT skills including intermediate to advanced use of Microsoft Office applications.
  

• Ability to analyse issues identify solutions and escalate appropriately.
  

• Strong organisational skills with the ability to manage and prioritise workload independently.
  

• Methodical approach with attention to detail.
  

• Effective communication skills and the ability to build positive working relationships.
  

• Ability to adapt to changing priorities and contribute positively within a team environment.
  

• Awareness of equality diversity and data protection principles.
  

• A Level or equivalent qualification.
  

• Experience using ERP systems (e.g. Agresso or Oracle).
  

• Local Government experience.
  

• Experience producing system reports and supporting testing activity.
  

• Experience contributing to or managing small-scale projects.
  

• Relevant IT business administration or project management qualifications.
  

• 37 working hours per week
  
• Hybrid Working arrangements (4 days WFH)