Support Advisor

Are you a Support Advisor eager to work with cutting-edge technology? Join our dynamic Student Systems team at the University of Oxford and play a key role in developing and maintaining innovative IT systems that support research, teaching, and administration.

• Location: University Offices, Wellington Square, Oxford OX1 2JD
• Salary: £31,459 - £36,616 per annum
• Contract: Full Time, Fixed Term Contract (1 year)

This vacancy may be considered a secondment opportunity 

About Us 

Student Systems is a department of over 20 people providing IT Services and Support for a number of IT systems designed to aid the administration of the student lifecycle, from application to degree ceremony. Student Systems includes a first line service desk who receive incidents for resolution or triage to technical teams for resolution. Student Systems is also responsible for the development of existing systems or delivering new systems and has a range of business analysts, developers and testers to support these activities.

We are recruiting a Support Advisor to provide first line support, via email, phone and other means, to all our users of our IT systems. The successful applicant will also be required to assist with training and documentation activities as well as assisting with the maintenance of the website.

About the Role  

As Support Adviser, you will be providing users with a first line of support; acknowledging and responding to queries received by phone, email and other means. You will provide users (students and staff) with assistance, supplying solutions to queries where possible, or referring the query to other teams within the Support Centre. You will manage details of all queries in service desk system and will actively follow up queries on behalf of users. You should have the ability to identify common trends in incidents reported, in order to establish common issues which can be addressed via software fixes, training or better documentation. You will also assist in the monitoring of services to aid improvement, and produce ad hoc reports when required. You will also assist in other team tasks such as updating user documentation, training materials and the departmental website as well as working on other communications activities.

About You – see all criteria in the JD attached

• Solid education and a quick ability to learn new skills.
• Proven experience in customer service roles within complex organisations.
• Strong communication and organisational skills.
• High IT literacy, with the ability to explain technical concepts clearly. 

Sponsorship and Right To Work  

For grades 1 – 5 

This role does not meet the criteria for sponsorship under the Skilled Worker visa under the UK Visa & Immigration points-based system. We are therefore unable to offer sponsorship for this role.   

Application Process  

To apply, please upload:  

• A covering letter/supporting statement  
• Your CV  
• The details of two referees  

The closing date for applications is 12 noon on 12 May 2025    

Interviews will take place on 28 May 2025, and will be held face-to-face.

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