IT Support Officer

The Business Support Team are seeking to appoint an enthusiastic and innovative IT Support Officer to join our team on a full-time basis. This role will be part of the wider Business Support Team, providing IT support to services across the Company, but with a primary focus on:

• Acting as the first point of contact for IT hardware management and Microsoft user support (Note that we have an external IT support provider who maintains device security within a cloud-based platform; please see the section below for further details of the IT competency required)
• Supporting the implementation of AI in our organisation, utilising Microsoft Co-Pilot and Agents

This role is ideal for an individual with a background in IT support and a keen interest in the benefits and challenges of using AI, with a willingness to learn and develop their knowledge and practical application of this. While we have an external IT provider responsible for managing general queries and service issues across our IT portfolio, we are seeking a candidate to support our staff with basic day-to-day queries around Microsoft program usage, and to manage the tracking, stocktake and repair of our hardware assets including laptops, headphones, monitors and phones., * The post holder supports the Business Support Manager with the creation and agreement of the Business Support service in line with the Company's vision, values and strategy.

• Supporting the company IT assets (including training room AV setup), infrastructure and software usage
• Supporting the organisation in its development in the usage of AI tools.

PRINCIPAL ACCOUNTABILITIES:

• To handle basic IT support requests received via email, phone or in person, advise to log with our external IT support providers where appropriate.
• To configure and troubleshoot laptops, desktops and phones.
• To basic troubleshoot within Windows, Office 365, SharePoint and Teams, refer on to the external IT provider where necessary.
• To move, set up, and troubleshoot workstations, keyboard, mice, monitors and other IT equipment. This requires the ability to carry IT equipment, go under desks etc.
• To be the first point of contact for printing problems and video conferencing/projector issues.
• To work closely with the external IT support providers to provide administrative support including end user creation, changes and removal.
• To maintain an asset register of all hardware; including new devices and movement of existing devices.
• To arrange device repairs and postage with external IT provider.
• To providing IT inductions for new joiners and temporary set ups.
• To oversee an internal IT staff champions group, ensure staff are able to support each other and that relevant knowledge is cascaded across teams to develop company knowledge, skills and a self-service approach to basic IT support.
• To investigate and advise on secure use of AI in the workplace, with a focus on Microsoft Co-Pilot and the use of Agents.
• To identify faults with other tools/equipment (e.g. printers, wi-fi, training room equipment and connectivity etc.) and report them to the appropriate department for repair where necessary.
• To communicate key IT issues to all staff.
• To arrange the safe and secure disposal of any broken IT equipment and phones.
• To undertake training to be able to facilitate IT-related portable appliance testing (PAT) on an annual basis.
• To oversee IT projects (e.g. software upgrades, annual CyberEssentials certification).
• To provide support and advice to staff on the use of Egress and secure use of laptops and other equipment.
• To develop and maintain training/support materials for staff on good practice, hints and tips, and provide training and guidance where necessary.
• To oversee, and recommend changes to, company IT policies
• To understand personal responsibility regarding confidentiality, GDPR and information governance and adhere to and promote the Company policies in all areas, including Safeguarding of Children, Data Protection, ICT, Health and Safety and Equality and Diversity.
• To ensure attendance and constructive participation in supervisions, appraisals and team meetings in line with the Company's standards.
• To ensure on-going personal professional development and discuss his/her needs with their line manager.
• Any other Business Support or IT related tasks, as directed by the Business Support Manager or Head of Performance & Insight.

GENERIC OBJECTIVES:

Contribute to Cognus Limited's business objectives at the appropriate level by ensuring every child matters and has access to education and learning opportunities, including:

• Health and safety
• Safeguarding and protection of children
• Equal opportunities and management of diversity
• Data protection
• Outstanding Customer care

GENERAL:

SAFER RECRUITMENT:

Cognus is committed to safeguarding and protecting the children and young people that it works with. An offer of employment is subject to safer recruitment practices which include an enhanced DBS check, two professional references acceptable to Cognus Limited, proof of qualifications, proof of right to work in the UK, proof of personal address and employment history covering 5 years and, fitness to work with children (occupational health assessment). These checks must have been completed prior to commencement of employment. We have a range of policies and procedures in place which promote safeguarding and safer working practices across the organisation.

PROCESSING OF DATA:

• You ("the employee") consent to the holding and processing of personal data provided by you to the Company ("the Company") for all purposes relating to your employment, but not limited to administering and maintaining personnel records, paying and reviewing salary and other remuneration and benefits, undertaking performance appraisals and reviews, the compulsory Disclosure and Barring Services check (DBS) details in line with its statutory responsibility to safeguard and protect children and vulnerable service users; maintaining sickness and other absence records and taking decisions as to your fitness for work.
• You hereby acknowledge and agree that the Company may, in the course of its general and statutory duties as an employer be required to disclose personal data relating to you for legislative purposes during or after the end of your employment. This does not affect your statutory rights under the General Data Protection Regulation 2018.

CONFIDENTIALITY AGREEMENT:

• During the course of your employment, you will have access to and knowledge of Company confidential information and trade secrets.
• Disclosure of any of this confidential information and/or trade secrets could have serious financial consequences and/or create serious competitive disadvantages for the Company. There may be material damage, financial or otherwise, deliberate or otherwise, to the Company's legitimate business interest.
• Under the terms of this confidentiality agreement, you agree to keep secret and shall not at any time, either during employment or post-employment, use, communicate or reveal to any person any trade secret or confidential information relating to the Company or any Associated Company.
• You are aware of the Company's policies in relation to compliance with the General Data Protection Regulation and undertake to act in accordance with these at all times. Any breach of these policies will be dealt with under the Company's disciplinary procedure and action taken can include dismissal without notice.

This job description and person specification outlines the summary of key accountabilities and is not an exhaustive list of duties and, is subject to periodical review and changes in line with the business needs.

Proficiency in Microsoft Office applications (including SharePoint, Teams and Co-Pilot) is crucial, to be able to advise and support users with guidance and basic training., The main duties and responsibilities of the post holder are indicated below although other duties of an appropriate level and nature will also be required.

a. Experience of using a wide range of IT packages in a business environment, and to use these to deliver a cost-effective and customer-focused service. (E, S, I)

b. Ability to handle basic IT support requests received via email, phone or in person, advising to log with our external IT support providers where appropriate. (E, S, I)

c. Ability to configure and troubleshoot issues with laptops, desktops and phones. (E, S, I )

d. A high level of understanding and how to troubleshoot issues within Windows, Office 365, SharePoint and Teams. (E, S, I)

e. Ability to move equipment, the set up and troubleshooting at workstations. This requires the ability to carry IT equipment, go under desks etc. (E, S, I)

f. Ability to work with spreadsheets and databases, to ensure accurate recording of assets and equipment issued to staff, and to analyse information, and considering alternative solutions, adapting to new ways of working where necessary. (E, S, I)

g. Ability to process and monitor policy checking. (D S, I)

h. Ensure security and privacy of networks and computer systems. (E, S, I)

i. Develop and maintain training/support materials for staff, providing training and guidance where necessary. (D, S, I)

j. Competency, or willingness to learn to be able to undertake annual Portable Appliance Testing. (D, S, I)

k. A knowledge of practical uses of AI in the workplace, and ability to develop Co-Pilot Agents to support the business (E, S, I)

l. Ability to manage time effectively, to work on own initiative to manage and prioritise own workload, setting appropriate objectives and deadlines and attention to detail. (E, S, I )

m. Ability to provide a customer-focused approach to service delivery and participate in identifying and implementing opportunities for improving the service. (E, S, I)

n. Excellent communication skills and the ability to communicate complex matters clearly and concisely. (E, S, I)

o. Willingness to undertake ongoing learning, training and development. (E)

Cognus is at the very exciting moment in its evolution and growth and is navigating the world of AI and how it can support the wider organisation with greater automation of administrative processes. We are seeking an individual who is very organized, personable, enjoys a varied workload and demonstrates great customer care to both internal and external stakeholders as well as is committed to delivering with excellence for the wider Cognus Team.

You will give us great commitment and in return we offer an excellent package including:

• Workplace pension scheme 4% to 8% matched contributions
• 28 days annual leave (plus Bank Holidays)
• Regular manager support and supervision
• Hybrid and Flexible working
• Staff benefits package, currently including Employee Assistance Programme, Perkbox and (upon completion of probation) Sovereign Healthcare Cashback plans.
• Staff Equality, Diversity and Inclusion group and Mental Health First Aiders to support wellbeing and inclusion.
• Cognus Coaching Programmes
• An ambitious culture with friendly and supportive colleagues., Job Types: Full-time, Permanent

Pay: From £33,574.80 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Transport links

Cognus Limited is a Local Authority Traded Company, which is commissioned by the London Borough of Sutton to provide education services to early years providers, mainstream schools and specialist education settings in Sutton. Wholly owned by the local authority, we deliver a wide range of high-quality services to deliver excellent practice that improve the lives of children, young people, and families in Sutton and beyond.