The Technical Support Officer implements processes that require in-depth knowledge or the delivery of specific technical skill.This may be IT based, or require knowledge of complex regulation, (normally statutory based), within a specific field. The worker may be based in a service area or professional discipline, organising and delivering duties within the context of operation.Most assignments at this level will supervise other administrative staff.
Allocated tasks may include the following.
1. Deliver complex administrative processes that require the completion of multiple tasks with in-depth knowledge of a specific area/system or application of technical skills. To regularly deal with matters that fall outside standard practice and give guidance to others.
2. Review own practices to reflect changes in legislation, regulation, context of operation. Where appropriate make recommendations on changes in procedure or policy to be implemented by others.
3. Maintain IT systems, including local and corporate IT systems, spreadsheets, databases, text files, web based outputs.Generally the postholder will act at super-user level on at least one local or corporate IT system, giving support to others and be able to produce appropriate outputs, e.g. reports.
4. Work in partnership with other council functions, partners or external colleagues to provide effective services to customers – internal or external.
5. Compose and produce written and statistical reports. Undertake fact finding to tailor reports to identified need and produce using council IT systems, Microsoft Office suite or other appropriate software.
6. Manage staff in the provision of administrative functions.Numbers will vary according to the organisation of the Section, but would typically be a small team whose members are involved in similar tasks.
7. Identify the need for office support tasks and take proactive steps to provide, including the direction of others and providing cover in instances of absence.
8. Represent the administrative function or team at internal and external meetings, giving information or advice, resolving problems, contributing to service developments.This may be as the Council’s representative.
9. Prepare written guidance on administrative processes on area of technical specialism, e.g. preparation of operating procedures
10. Dependent on the work of the Section undertake tasks that require specific knowledge, skills or experience, for example –
·Cross service based responsibility requiring specific knowledge or skills, e.g. complaint handling, Freedom of Information Data Protection.
·Provide training/ support to new staff or small groups.
·The organisation and participation in consultative events under the direction of senior staff.
·Participate in projects led by others as a team member, e.g. involving project planning, research, system development and reviews etc.
1. Knowledge of the support function where assignment is based, at a level to deal with complex queries from both colleagues and external contacts.This will include; underpinning legislation, statutory guidance and requirements (where applicable), service developments and influences.
2. Knowledge of an IT system and related procedures used by the service to enable the postholder to act at super user level.
3. Demonstrate evidence of related continuing professional development and how learning & development enhances the delivery of services.
4. Knowledge of how equal opportunities principles apply in the related services.
5. To understand the principles of supervisory management.
6. Working knowledge of Microsoft Office at a level to compile; reports (including embedded tables / diagrams), correspondence, presentations, maintaining spreadsheets, meeting arrangements.
7. Experience of:-
·working in similar service area in which the assignment is based.
·applying a broad range of communication techniques to convey information that is often technically difficult and complex.This must include; reports, statistical information, face to face contact and e-mails.
·working on own initiative, organise workloads, determine priorities and meet deadlines.
·working in a customer focused environment.
·using a wide range of office equipment and ICT software.
8.Good interpersonal skills to deal appropriately with a wide range people in a variety of settings and encourage positive working relationships with staff and colleagues
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