Support Adviser

The role We are looking for an enthusiastic Support Adviser to join our Finance and HR Systems Team. Based within the central Finance Division, Finance and HR Systems consists of three smaller teams: Support and Development, Reporting and Training. Working closely with users of all Finance and HR Systems (including ERP – Unit 4) across the University of Bristol, the team deliver excellent customer service to resolve issues, identify training needs and provide development and support with system change requests. The Support Adviser role efficiently delivers systems support services, through providing excellent customer service and first line technical support, actively working to anticipate user needs, and promoting self-service to improve overall service quality. This is an exciting opportunity to work within a key operational team to deliver high quality services with a wide range of customers and stakeholders across the University. We are interested in hearing from you if you are keen to explore and expand your experience working within a team which provides technical partnering, spanning IT, Finance, and HR governance and operational processes. What will you be doing? You will serve as the initial point of contact for all inquiries and support requests from customers, following agreed procedures to provide efficient and excellent customer and technical support service. You will investigate and resolve incidents and service requests within pre-determined limits, proactively seek out advice from more senior colleagues and technical partners to develop knowledge and understanding and escalate complex issues to other teams when necessary. You will promote and encourage self-service options, including knowledge base articles and user guides, to empower customers to resolve common issues independently. You should apply if You have some experience in IT service management, working in a 1st line IT Service Desk or service-oriented support team role. You have excellent analytical, problem-solving, and strategic-thinking abilities applied in a support role. You can deliver efficient and quality services to a range of deadlines. You are customer focused, with outstanding communication and interpersonal skills. As an effective communicator, you can deal with complex issues sensitively and work collaboratively with your team, stakeholders, and 3rd party support partners. Additional information This advert will close at 23:59 GMT on 22nd May For informal queries please contact Oliver Jardine, oliver.jardine@bristol.ac.uk Our strategy and mission We recently launched our strategy to 2030 tying together our mission, vision and values.  The University of Bristol aims to be a place where everyone feels able to be themselves and do their best in an inclusive working environment where all colleagues can thrive and reach their full potential. We want to attract, develop, and retain individuals with different experiences, backgrounds and perspectives – particularly people of colour, LGBT+ and disabled people - because diversity of people and ideas remains integral to our excellence as a global civic institution.