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Grade 5: £28,759 - £33,966 per annum (with a discretionary range to £37,099)
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**About the Blavatnik School of Government** Our vision is of a world better led, a world better served and a world better governed. We are a global school committed to improving the quality of government and public policymaking worldwide, through three routes: **teaching** **current and future leaders** ; **generating** **research with impact** ; and **engaging** **with governments and practitioners**. **What we offer** The School is a collaborative, friendly, and dynamic department based in an award-winning building in Oxford. We host regular events and talks with well- known guest speakers – all of which are open to staff. On the social side, we have regular coffee/cake mornings for staff, a family-friendly Halloween event, and Christmas and summer parties. We genuinely care about our employees’ wellbeing and this is reflected in the range of benefits that we offer including: * An excellent contributory pension scheme * 38 days’ annual leave * Family leave schemes and a comprehensive range of childcare services * Cycle loan scheme and discounted bus travel and Season Ticket travel loans * Membership to a variety of social and sports clubs. More information about working at the School can be found on our jobs page. **About the role** As the IT Officer, you'll play a vital role within the Blavatnik School of Government IT team. Your primary responsibility is to provide first-line technical support to our staff, students, visitors and guests. This includes addressing a wide range of issues related to PCs, servers, networking, and hardware, offering assistance through phone, email, or in-person interactions. You will monitor and manage requests for help via the ticket system, ensuring tickets are updated and incidents and problems progress appropriately, while also adhering to communication standards. You will act as the advocate for users. **About you** We're seeking an someone with a strong service background, with a strong emphasis on exceptional customer service skills. While technical expertise is valuable, we are dedicated to providing the training and support needed to bridge any knowledge gaps. Your core role will involve delivering exceptional customer experiences, addressing IT inquiries, and swiftly resolving issues. If you're customer-focused and eager to learn, we encourage you to apply. It's essential that you have experience of working in an IT service desk environment and have good interpersonal skills with the ability to communicate effectively with all levels of users, suppliers, and technical staff in a patient and helpful manner. **Application process** You will be required to upload a supporting statement, your CV, and the details of two referees as part of your online application. The closing date for applications is 12 noon (UK time) on **Monday 15 April 2024. ** Interviews will be held w/c 22 April 2024.
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Blavatnik School of Government, Radcliffe Observatory Quarter, Woodstock Road, Oxford, OX2 6GG
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Job description and selection criteria Job title IT Officer Division Social Sciences Department Blavatnik School of Government Location Radcliffe Observatory Quarter, Walton Street, Oxford, OX2 6GG Grade Grade 5: £28,759 - £33,966 per annum (with a discretionary range to £37,099) dependent on relevant experience Hours Full time (would consider 80% FTE as long as the candidate can be considerate of operational needs) Contract type Fixed-term for 3 years Reporting to IT Manager Vacancy ID 172095 Additional info Will be required to work fully on-site Closing date: 12 noon, Monday 15 April 2024 Overview of the role As the IT Officer, you'll play a vital role within the Blavatnik School of Government IT team. Your primary responsibility is to provide first-line technical support to our staff, students, visitors and guests. This includes addressing a wide range of issues related to PCs, servers, networking, and hardware, offering assistance through phone, email, or in-person interactions. We're seeking an individual with a strong service background, with a strong emphasis on exceptional customer service skills. While technical expertise is valuable, we are dedicated to providing the training and support needed to bridge any knowledge gaps. Your core role will involve delivering exceptional customer experiences, addressing inquiries, and swiftly resolving issues. If you're customer-focused and eager to learn, we encourage you to apply. Your typical working hours will be mutually agreed upon within the 8am to 6pm timeframe, accommodating the dynamic nature of our IT team. Flexibility and Blavatnik School of Government, University of Oxford 1 occasional support for planned out-of-hours work, aligned with IT changes and School operational needs, is expected by agreement with the Head of IT and AV. Additionally, there may be instances where short-notice, out-of-hours support is required when responding to emergency changes or significant IT incidents. Responsibilities IT Support • • • • • • • • • • • • • • Work as a member of a Service desk team providing frontline IT support and act as an ambassador for the IT team in a professional manner to all stakeholders and customers. Monitor and manage requests for help via the ticket system, ensuring tickets are updated and incidents and problems progress appropriately, while also adhering to communication standards. Act as the advocate for users. Escalate unresolved issues to appropriate second-line support, ensuring issues are updated and progressed appropriately. Perform initial troubleshooting of malfunctioning desktop computers, including virus removal, data backups/retrieval, and operating system reinstallation when necessary. Assist users of desktop systems with applications such as web-browsing, email, and office. Setup, configure new laptops, desktops, tablets, and mobiles, and provide inductions for new starters. Provide accurate and up-to-date purchasing advice, including obtaining quotations from suppliers as needed. Set up new user and computer accounts, disable accounts no longer in use, reset passwords, and troubleshoot user login issues. Attend regular IT support team meetings, whether in person or via conference call. Maintain and update the IT Asset database, recording hardware and software movements. Monitor and take ownership of ticket queues in the call logging system. Provide support for Mac, Windows, Wi-Fi, Printing, and mobile devices, as well as software, including but not limited to the Microsoft Office suite. Keep the service desk and associate area Undertake other duties as requested by the Head of IT and AV. Administration and maintenance • Use administration interfaces for day-to-day tasks, such as managing user accounts and profiles, diagnosing service issues, and reviewing and analysing systems reports. • Contribute to the ICT systems maintenance plan and perform regular maintenance activities. • Proactively maintain the asset management database to ensure accurate and reliable records for auditing purposes. • Contribute to the ongoing development of the School’s support and training materials. Blavatnik School of Government, University of Oxford 2 General responsibilities: • Provide reports and updates at the weekly IT Operations meeting. • Participate in the School’s appraisal scheme and undertake required training. • Fully comply with all School policies, including equality of opportunity and data protection. • Stay updated with rapid developments in IT and maintain proficiency and certifications. • Make a positive contribution to the team through active participation in meetings, discretionary effort, task completion, and idea contribution. • Perform other related duties as required. Selection criteria Applications will be judged only against the criteria that are set out below. Applicants should ensure that their application shows very clearly how their skills and experience meet these criteria. Selection criteria Essential • • • • • • • Experience of working in an IT service desk environment. Good interpersonal skills with the ability to communicate effectively with all levels of users, suppliers, and technical staff in a patient and helpful manner. Excellent team working skills with self-motivation, resilience, and a willingness to adapt to the changing needs and priorities in the team and across the School. Demonstrable open, enthusiastic, and dynamic approach. Experience of working in a customer service environment with demonstrable client-focused “can do” approach, patient to understand the client’s needs and willing to work with in the most effective way to resolve queries, multitasking as necessary. Excellent communication skills in both written and spoken English. Commitment to follow through tasks to successful completion with minimal supervision. Knowledge of a wide range of technologies to enable best endeavour support of personal devices. Desirable • • • ITIL qualified professional or any other qualification related to IT support. Experience installing, configuring, and supporting Apple OS X and at least one other major operating system (Windows, iOS, Android). Experience supporting printing, wired and wireless issues. Print Servers, Wired and Wireless network) to setup new users and troubleshoot user issues. Blavatnik School of Government, University of Oxford 3 Pre-employment screening Standard checks If you are offered the post, the offer will be subject to standard pre-employment checks. You will be asked to provide: proof of your right-to-work in the UK; proof of your identity; and (if we haven’t done so already) we will contact the referees you have nominated. If you have previously worked for the University we will also verify key information such as your dates of employment and reason for leaving your previous role with the department/unit where you worked. You will also be asked to complete a health declaration so that you can tell us about any health conditions or disabilities for which you may need us to make appropriate adjustments. Please read the candidate notes on the University’s pre-employment screening procedures at: https://www.jobs.ox.ac.uk/pre-employment-checks About the University of Oxford Welcome to the University of Oxford. We aim to lead the world in research and education for the benefit of society both in the UK and globally. Oxford’s researchers engage with academic, commercial and cultural partners across the world to stimulate high-quality research and enable innovation through a broad range of social, policy and economic impacts. We believe our strengths lie both in empowering individuals and teams to address fundamental questions of global significance, while providing all our staff with a welcoming and inclusive workplace that enables everyone to develop and do their best work. Recognising that diversity is our strength, vital for innovation and creativity, we aspire to build a truly diverse community which values and respects every individual’s unique contribution. While we have long traditions of scholarship, we are also forward-looking, creative and cutting-edge. Oxford is one of Europe's most entrepreneurial universities and we rank first in the UK for university spin-outs, and in recent years we have spun out 15-20 new companies every year. We are also recognised as leaders in support for social enterprise. Join us and you will find a unique, democratic and international community, a great range of staff benefits and access to a vibrant array of cultural activities in the beautiful city of Oxford. For more information, please visit www.ox.ac.uk/about/organisation. The Blavatnik School of Government Our vision is of a world better led, a world better served and a world better governed. We are a global school committed to improving the quality of government and Blavatnik School of Government, University of Oxford 4 public policymaking worldwide, through three routes: teaching current and future leaders; applied research; and engagement with government and practitioners. The School was founded in 2010 and our founding dean is Professor Ngaire Woods. We admitted the first 38 Master of Public Policy (MPP) students in 2012 and we currently accept around 140 MPP students and five doctoral students a year. The Blavatnik School of Government holds a bronze Athena SWAN award to recognise advancement of gender equality: representation, progression and success for all. You can find more information on the Blavatnik School of Government’s website. Blavatnik School of Government, University of Oxford 5 How to apply Applications are made through our online recruitment portal. Information about how to apply is available on our Jobs website https://www.jobs.ox.ac.uk/how-to-apply. Your application will be judged solely on the basis of how you demonstrate that you meet the selection criteria stated in the job description. As part of your application, you will be asked to provide details of two referees and indicate whether we can contact them now. You will be asked to upload a CV and a supporting statement. The supporting statement must explain how you meet each of the selection criteria for the post using examples of your skills and experience. This may include experience gained in employment, education, or during career breaks (such as time out to care for dependants) Please upload all documents as PDF files with your name and the document type in the filename. All applications must be received by midday UK time on the closing date stated in the online advertisement. Information for priority candidates A priority candidate is a University employee who is seeking redeployment because they have been advised that they are at risk of redundancy, or on grounds of illhealth/disability. Priority candidates are issued with a redeployment letter by their employing department(s). If you are a priority candidate, please ensure that you attach your redeployment letter to your application (or email it to the contact address on the advert if the application form used for the vacancy does not allow attachments). If you need help Application FAQs, including technical troubleshooting advice is available at: https://staff.web.ox.ac.uk/recruitment-support-faqs Non-technical questions about this job should be addressed to the HR team directly on recruit@bsg.ox.ac.uk To return to the online application at any stage, please go to: www.recruit.ox.ac.uk. Please note that you will receive an automated email from our online recruitment portal to confirm receipt of your application. Please check your spam/junk mail if you do not receive this email. Blavatnik School of Government, University of Oxford 6 Important information for candidates Data Privacy Please note that any personal data submitted to the University as part of the job application process will be processed in accordance with the GDPR and related UK data protection legislation. For further information, please see the University’s Privacy Notice for Job Applicants at: https://compliance.admin.ox.ac.uk/job-applicantprivacy-policy. The University’s Policy on Data Protection is available at: https://compliance.admin.ox.ac.uk/data-protection-policy. The University’s policy on retirement The University operates an Employer Justified Retirement Age (EJRA) for very senior research posts at grade RSIV/D35 and clinical equivalents E62 and E82 of 30 September before the 70th birthday. The justification for this is explained at: https://hr.admin.ox.ac.uk/the-ejra. For existing employees on these grades, any employment beyond the retirement age is subject to approval through the procedures: https://hr.admin.ox.ac.uk/theejra. There is no normal or fixed age at which staff in posts at other grades have to retire. Staff at these grades may elect to retire in accordance with the rules of the applicable pension scheme, as may be amended from time to time. Equality of opportunity Entry into employment with the University and progression within employment will be determined only by personal merit and the application of criteria which are related to the duties of each particular post and the relevant salary structure. In all cases, ability to perform the job will be the primary consideration. No applicant or member of staff shall be discriminated against because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. Blavatnik School of Government, University of Oxford 7 BENEFITS OF WORKING AT THE UNIVERSITY Employee benefits University employees enjoy 38 days’ paid holiday, generous pension schemes, travel discounts including salary sacrifice schemes for bicycles and electric cars and other discounts. Staff can access a huge range of personal and professional development opportunities. See https://hr.admin.ox.ac.uk/staff-benefits Employee Assistance Programme As part of our wellbeing offering staff get free access to Health Assured, a confidential employee assistance programme which is available 24/7 for 365 days a year. Find out more https://staff.admin.ox.ac.uk/health-assured-eap University Club and sports facilities Membership of the University Club is free for University staff. It offers social, sporting, and hospitality facilities. Staff can also use the University Sports Centre on Iffley Road at discounted rates, including a fitness centre, powerlifting room, and swimming pool. See www.club.ox.ac.uk and https://www.sport.ox.ac.uk/. Information for staff new to Oxford If you are relocating to Oxfordshire from overseas or elsewhere in the UK, the University's Welcome Service includes practical information about settling in the area, including advice on relocation, accommodation, and local schools. See https://welcome.ox.ac.uk/ There is also a visa loan scheme to cover the costs of UK visa applications for staff and their dependants. See https://staffimmigration.admin.ox.ac.uk/visa-loanscheme Family-friendly benefits With one of the most generous family leave schemes in the Higher Education sector, and a range of flexible working options, Oxford aims to be a family-friendly employer. We have excellent childcare services, including five University nurseries as well as places at many other private nurseries. See https://childcare.admin.ox.ac.uk/ We also subscribe to the Work+Family Space, a service that provides practical advice and support for employees who have caring responsibilities for dependants of all types. See https://hr.admin.ox.ac.uk/my-family-care Supporting disability and health-related issues (including menopause) We are committed to supporting members of staff with disabilities or long-term health conditions, including those experiencing negative effects of menopause. Information about the University’s Staff Disability Advisor, is at https://edu.admin.ox.ac.uk/disability-support. For information about how we support those going through menopause see https://hr.admin.ox.ac.uk/menopauseguidance Staff networks The University has a number of staff networks including for research staff, BME staff, LGBTQ+ staff, disabled staff network and those going through menopause. Find out more at https://edu.admin.ox.ac.uk/networks The University of Oxford Newcomers' Club The University of Oxford Newcomers' Club is run by volunteers that aims to assist the partners of new staff settle into Oxford, and provides them with an opportunity to meet people and make connections in the local area. See www.newcomers.ox.ac.uk. Blavatnik School of Government, University of Oxford 8 Research staff The Researcher Hub supports all researchers on fixed-term contracts. They aim to help you settle in comfortably, make connections, grow as a person, extend your research expertise and approach your next career step with confidence. Find out more https://www.ox.ac.uk/research/support-researchers/researcher-hub Oxford’s Research Staff Society is a collective voice for our researchers. They also organise social and professional networking activities for researchers. Find out more https://www.ox.ac.uk/research/support-researchers/connecting-otherresearchers/oxford-research-staff-society Blavatnik School of Government, University of Oxford 9
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About the Blavatnik School of Government Our vision is of a world better led, a world better served and a world better governed. We are a global school committed to improving the quality of government and public policymaking worldwide, through three routes: teaching current and future leaders; generating research with impact; and engaging with governments and practitioners. What we offer The School is a collaborative, friendly, and dynamic department based in an award-winning building in Oxford. We host regular events and talks with well-known guest speakers – all of which are open to staff. On the social side, we have regular coffee/cake mornings for staff, a family-friendly Halloween event, and Christmas and summer parties. We genuinely care about our employees’ wellbeing and this is reflected in the range of benefits that we offer including: An excellent contributory pension scheme 38 days’ annual leave Family leave schemes and a comprehensive range of childcare services Cycle loan scheme and discounted bus travel and Season Ticket travel loans Membership to a variety of social and sports clubs. More information about working at the School can be found on our jobs page. About the role As the IT Officer, you'll play a vital role within the Blavatnik School of Government IT team. Your primary responsibility is to provide first-line technical support to our staff, students, visitors and guests. This includes addressing a wide range of issues related to PCs, servers, networking, and hardware, offering assistance through phone, email, or in-person interactions. You will monitor and manage requests for help via the ticket system, ensuring tickets are updated and incidents and problems progress appropriately, while also adhering to communication standards. You will act as the advocate for users. About you We're seeking an someone with a strong service background, with a strong emphasis on exceptional customer service skills. While technical expertise is valuable, we are dedicated to providing the training and support needed to bridge any knowledge gaps. Your core role will involve delivering exceptional customer experiences, addressing IT inquiries, and swiftly resolving issues. If you're customer-focused and eager to learn, we encourage you to apply. It's essential that you have experience of working in an IT service desk environment and have good interpersonal skills with the ability to communicate effectively with all levels of users, suppliers, and technical staff in a patient and helpful manner. Application process You will be required to upload a supporting statement, your CV, and the details of two referees as part of your online application. The closing date for applications is 12 noon (UK time) on Monday 15 April 2024. Interviews will be held w/c 22 April 2024.
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Past vacancies at the University of Oxford