MIS Support Consultant
Cygnet IT Services CIC provide MIS & IT support to schools. We are currently seeking an MIS Support Consultant to join the MIS Support team, based in Wallington Surrey. The successful candidate will provide comprehensive support to schools and assist in the day-to-day use of their Schools Management Information System. To support schools with the ESS SIMS, Arbor and Bromcom software, resolving problems via a central help desk, liaising directly with school staff and working with schools to maximising their knowledge and use of their systems and running training sessions both online and in person. The position is for an office-based role, based in Wallington but occasional travel will be required to school sites. The position offered is full-time (37.5 hours per week).Duties will include:
• To fully support the use of MIS systems, (SIMS, Arbor, Bromcom), within customer sites. • Helpdesk support for customers, via the phone and remote sessions resolving problems. • To regularly monitor support calls and be pro-active in identifying common problem areas and potential means of resolution. • Training staff in the use of the MIS platforms: SIMS/Arbor/Bromcom and preparing training documentation. • Installing and upgrading software (where applicable). • General advice and support to Senior Leadership Teams, Teachers and School Administrative staff in relation to supporting Management Information within the schools.Qualities:
• Applicants should ideally have previous experience of using either the Arbor, Bromcom or SIMS MIS software (Arbor experience would be a distinct advantage). Applicants without previous MIS experience would be required to have experience of supporting a database, customer service and running training. • Experience of working either within a school environment, within an IT systems support environment or a customer service/training environment. • Secondary school experience including knowledge of course manager, exams or assessment manager would be an advantage, although full training will be provided to the successful applicant. • Confidence in dealing with customers and ability to run customer training sessions. • Willing to continually learn independently and develop your skills. • Good communication skills and the ability to work within a team. • Ability to take on responsibility when required. • Experience of using versions of Windows and Microsoft products including Word and Excel are essential. • Applicants must hold a full driving licence and have access to a vehicle as travelling between sites will be required.Salary:
Salary dependent on experience. Please contact us for further details.Employee Benefits:
22 days annual leave (plus bank holidays) rising 1 day per years’ service to 33 days.
5% workplace pension
Employment Checks:
Position will be subject to satisfactory references, employment eligibility and enhanced DBS checks.
To apply:
To apply or for further information, please contact us or submit your CV to: recruitment@cygnet.it *************Helpdesk Supervisor
Job summary:
Reporting to the Service Delivery Manager. Responsible for Helpdesk and IT support for Cygnet IT Services CIC and customers. Based at our office in Wallington, with occasional visits to customer sites. The Helpdesk Supervisor will train and lead the helpdesk to help ensure that SLAs are met, support tickets are progressed, and customers are kept up to date across all support tiers.
The Helpdesk is the first point of contact for our customers. This includes logging and triaging support requests to our customers.
As a member of the IT support team, you will be expected to build-up and maintain a good level of knowledge across Cygnet’s Services and demonstrate this when dealing with issues affecting our customers.
Role and responsibilities
● Lead the 1st line team:
- Train the Helpdesk team in effective ticket management.
- To ensure that we provide our customers an excellent first point of contact and that support requests are logged, triaged, responded to, or escalated in a timely fashion.
- Ensure procedures and best practice are being followed.
- Manage the day-to-day workflow and monitor performance.
- Provide statistical reporting to Service Delivery Manager.
- Assist in line management tasks for the 1st line team.
● Helpdesk management:
- Manage tickets from end-to-end, capture stalled tickets and clear backlog.
- Ensure that SLAs are being met.
- Ensure tickets are being progressed and responded-to in a timely fashion across all support tiers.
- Monitor, identify and review stale, old, and problematic tickets.
- Identify and allocate priority tickets for action to 2nd and 3rd-line team members.
- Provide the Service Delivery Manager with regular reports of helpdesk performance.
- Be proactive in identifying and putting in place potential improvements in processes, documentation, and systems in agreement with the Technical Services Manager.
- Update / create and identify the requirement for knowledge base articles from other team members when appropriate.
- Perform historical analysis and trend reporting on the helpdesk and support systems.
● As a member of the support team:
- Act as the first point of contact for all support requests alongside other members of the 1st line team.
- Monitor tickets and ensure they are actioned to meet the Service Level Agreements.
- Ensure tickets that are waiting customer or 3rd-party feedback are followed up and updated.
- Ensure customers have relevant and concise feedback when working on their requests.
● General duties:
- Work closely with other team members providing support where needed as and when requested.
- Build and maintain customer documentation.
- Take reasonable actions to ensure data and hardware is secure from unlawful attacks.
- Ensure your knowledge of all company information is up to date.
- Help create a friendly support team that is respected and trusted by all customers.
- Maintain and improve your skillset with up-to-date date knowledge of current server, desktop and mobile operating systems.
- Undertake administrative functions in supporting the Cygnet technical service portfolio, for example: user management, backup and recovery.
- Ensure all activities are undertaken in compliance with Health and Safety policy, equal opportunities policy and other policies and procedures that are provided.
- Attend customer sites if required to assist with rectifying faults and installation of new equipment.
- Undertake such other duties as may reasonably be required by your line manager.
Position will be subject to satisfactory references, employment eligibility and enhanced DBS checks.
To apply:
To apply or for further information, please contact us or submit your CV to: recruitment@cygnet.it