ICT Support Officer – Fixed Term

This is a Gloucestershire County Council job.

  • Job Title:                            ICT Support Officer
  • Job Location:                     Shire Hall, Block 4, 1st Floor 
  • Salary:                               £27,803 – £30,296 per annum 
  • Hours per Week:               37.00 
  • Contract Type:                   Fixed Term 
  • Duration:                            One year 
  • Closing Date:                     18/07/2024 
  • Job Requisition Number:   9495 
  • This post is not open to job share


About the team & role:


An exciting opportunity exists for a Schools Software Support Officer working within a busy ICT Traded Service to Gloucestershire Schools. This team is part of the Education Support Services, based within the Digital & ICT Application Support department.


As a Local Authority ICT Traded Service we offer schools and academies MIS support for both ESS SIMS and Bromcom. This support includes the full range of MIS modules and throughout the year supporting schools with the DFE and LA Statutory returns, helping schools maximse the effectiveness of school data and reduce administrative burdens. There is overlap with our Hardware Traded Service and some software support may utilise aspects of Microsoft 365 or the Google Suite.


Please see our attached Service Level documentation for full details of our Application Support Services.


Your day-to-day role would include being an 1st line support team member, answering customer calls and emails, managing tickets and delivering excellent support. You will be required to report to the Education Services Helpdesk Supervisor, Karen Meredith.


This job is predominantly working from home, with no current plans for this to change, with staff welcome to work within the office environment at Shire Hall. Some work may require attendance at Shire Hall or various venues and schools within Gloucestershire.


This role is a 1 year fixed term contract, with the potential to become permanent.


About you:


The preferred candidate will work to deadlines, have attention to detail, be a problem solver and be comfortable liaising independently with our software providers ESS and Bromcom or senior team members. You will be expected to work closely with the MIS Trainers, Consultants and Tech Leads to assist with projects and support delivery and be familar with techniques for ensuring that full account is taken of customers needs. We pride ourselves on our friendly and efficent support provided by our team of professional, dedicated staff and the preferred candidate would align with these values alongside demonstrating the Glouceshire Employee Behaviours.


Desirable employment background may include but is not restricted to the:-

  • Education Sector

  • Experience of Management Information Systems, Customer Relationship Management Systems or Point of Sale Systems

  • Software Support

  • Customer Service

  • Administration


About us:


Here’s what we offer in return for your hard work. A generous pay and reward programme including:


  • Flexible and agile working opportunities

  • Annual leave entitlement of 25.5 days rising to 30.5 after 5 years continuous service

  • Career development and qualification opportunities

  • Supportive and positive working environment

  • Excellent Local Government Pension Scheme (LGPS)

  • Employee Benefits Programme

  • Cycle to Work scheme

  • Links to employee networks such as Prism (LGBT+) network and the Young Employees Network.

  • Gloucestershire Salary Sacrifice Green Car Scheme (T&C’s apply)



How to apply:


If you want to be part of a creative, skilled, friendly, and passionate team then please express your interest in the role by clicking the “Apply Now” button.

Please contact Karen Meredith (Education Services Helpline Supervisor) for an informal conversation about the role, by email: karen.meredith@gloucestershire.gov.uk


Short-listed candidates will be contacted by e-mail and invited to interview on Thursday 25th of July.


Additional Information

To access the Job Profile for this role, please follow the link below:-


ICT Support Officer – Job Profile

Service Level Agreement – School ICT Application Support

Service Level Agreement – School ICT Hardware

We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire’s diverse communities.  Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential.

It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.

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