RSPB

SharePoint Support Officer  Reference: OCT20214412 Location: Flexible in England Salary: £25,280.00 - £28,045.00 Per Annum Benefits: Pension, Life Assurance and Annual Leave Saving nature involves large amounts of information and it is vital that it is kept secure and properly organised. The RSPB is looking for an experienced SharePoint user to support its transition to SharePoint Online. You'll be a key part of the team providing support and guidance to people throughout the whole organisation using a combination of Teams meetings, video conferencing, phone and email. In addition to supporting SharePoint you will also help colleagues with use and understand Teams, Yammer, Lists, Forms, Planner, the Power Platform, Delve, etc. You will help us ensure that we adhere to best-practices and methods for collaboration and information sharing and to document those. You will also look at how SharePoint can improve process efficiency by using of automation flows. You will help RSPB colleagues use and manage document libraries by: effective use of views & properties manage, and modify Content Types using, where appropriate, document sets ensuring page authors understand the available web parts and how best to use them You will also play a key role in helping us transition Classic SharePoint Online sites to Modern. Given the ever-changing nature of the Microsoft 365 ecosystem it is essential that you continue to update your skills and technical knowledge and to look for improved ways to support the RSPB’s use of SharePoint. You will help the RSPB prepare for and manage forthcoming changes to SharePoint and associated apps as published in the Microsoft Roadmap by preparing or update relevant training or support material. What we need from you: This role is suitable for working remotely or from an RSPB office in England. Essentials: A thorough understanding of SharePoint’s permission model, options for sharing files, document libraries, content types, site columns, managed terms, custom lists and views Able to use PowerApps to modify the New, Edit and View forms Able to use Power Automate to create event-driven flows Desirables: A good working knowledge of other Microsoft 365 apps such as Teams, Yammer, Power BI, etc. Initiative and judgement to resolve problems independently. Ability to communicate clearly verbally and in writing to ensure effective reporting and customer service. Ability to plan or schedule own work-days, and to respond to changing pressures or requirements. Effective interpersonal and communication skills. Experience of personal development in a similar or related role(s) Experience of using Sharegate or Apricot would be an advantage.  This is a full-time role that we are actively recruiting and assessing applications upon receipt. Closing date: 23:59, 18 November 2021 We reserve the right to close this advert at any time once sufficient applications have been received. TO APPLY AND FOR MORE INFORMATION: If you would like to find out more, please click the Apply button to be directed to our website where you can complete the application process.

Senior Service Desk Analyst Reference: AUG20210296 Closing date: 23:59, 19 September 2021 Location: RSPB UKHQ - The Lodge Salary: £27,574.00 - £33,606.00 Per Annum Benefits: Pension, Life Assurance, 26 days Annual Leave As part of the dedicated Technology Services function within the Digital Technology team this role is a vital finger on the pulse of how our technology is being used and where we have need for improvement; so the role holder must be able to demonstrate a positive can-do attitude, as this is often the first experience a user has of the department and your insight and experience will play a big part in our ability to improve our technology maturity and skill levels across the organisation. As a Senior Service Desk Analyst within the Technology Customer Services team, you will lead the day to day work activities of the Service desk who are responsible for providing first line support for all RSPB staff and volunteers in the day to day use of their IT equipment and business applications. You will work both individually and collectively to support users by phone, face to face and through the call-logging system, and be the first point of contact for escalations where business activities are impacted. As part of your role you will carry out basic research and analysis of call trends identifying areas where service improvement or change is required and work with the Technology Customer Services manager to ensure that the user and their needs are represented in workforce experience strategic thinking. You will be able to communicate with users of all abilities and technological proficiency to understand and advise how best to resolve their issues, while having the support of the Run team’s Senior and Systems Engineers to help overcome technical challenges and provide guidance and experience where needed. You will be able to work under your own initiative, setting team rotas and reporting on service levels and user satisfaction and occasionally represent the team within the Technology Portfolio’s business planning periods. This is an exciting opportunity to shape and demonstrate how investment in this area can provide a step change in the use of business hardware and systems to help save nature and deliver a more technologically aware workforce. Essential skills, knowledge and experience: Ability to line manage individuals on the Service Desk and to deputise for the Technology Customer Service Manager in their absence. Ability to troubleshoot issues and decide where to pass calls to that the Service desk cannot fix and when to escalate both internally and to suppliers, and to flag any gaps in service desk knowledge or documentation to 2nd line teams. Ability to use tools that Service Desk Analysts use for both management of Customers accounts and levels of access as well as software deployment. Proven Customer relationship skills/Communication skills: Via phone, E mail and in person including the ability to deal with escalations. Ability to input into the asset and license management process to ensure records are up to date and to be responsible for flagging up any gaps to the Technology Customer Service Manager and Supplier Manager. Able to represent Customers feedback and their day to day challenges in the use of technology and services and feed into the prioritisation of workforce experience projects and programmes of work An awareness of accessibility and the role this plays in a user’s ability to use our platforms, applications and hardware. Able to demonstrate basic analytical skills. An awareness of ITIL and an understanding of how the Service Desk function fits within the ITIL framework.   We envisage that the successful candidate's time will be split between home-working and our UK Headquarters - the Lodge in Sandy, Bedfordshire. Should you have any queries about this vacancy, please contact   Noreen.Mcloone@rspb.org.uk Closing date:  23:59, 19 September 2021 As part of this application you will be asked to provide a copy of your CV and complete a short form. If you wish to provide a cover letter with your application, please include this at the end of your CV document upload. Please note that we are actively recruiting for this position and reserve the right to close this vacancy once sufficient applications have been received. Previous applicants need not apply.