Information Systems Support Assistant (XN05) in Leeds inLeeds PUBLISHED THU 5 JUN 2025 Jump to job information section

We are looking for an Information Systems Support Assistant to join NIHR Academy. You will be a vital member of our small, dynamic IT team. You'll be the first point of contact for our approximately 130 staff members, providing essential support and ensuring the seamless operation of our IT systems.

We are passionate about delivering excellent IT services, encompassing everything from daily troubleshooting and system administration to supporting critical infrastructure projects and maintaining compliance.

We're looking for an individual with proven experience in IT technical support with an understanding of Microsoft Azure, who can work effectively with minimal supervision. The successful candidate will demonstrate a proactive approach to learning and take full responsibility for their tasks.

If you are passionate about resolving technical challenges, engaging with users, and playing a key role committed to maintaining a high performing IT environment, this position offers a perfect opportunity.

The Information Systems Support Assistant will provide comprehensive IT support, acting as the main contact for all in-hours technical queries. You'll quickly resolve diverse hardware and software issues across laptops, mobile devices, and meeting room systems. Key duties include incident management, liaising with suppliers, and delivering user training.

You'll perform essential system administration, including managing user accounts, maintaining IT assets, and supporting Google Hub/Suite. This role also involves supporting installations/upgrades, updating technical documentation, ensuring adherence to IT policies, and assisting with compliance and risk monitoring to maintain secure and efficient IT operations for the NIHR Academy.

About us

IT Support

• Provide day-to-day consultation, training, instruction, trouble-shooting, problem-solving to the NIHR Academy users of IS services (liaising with suppliers where necessary) to resolve issues within service levels.
• Provide assistance with hardware and software installations, planned upgrades and maintenance as delegated by senior members of the IS team.
• Liaise with other members of the IS team for support and escalation, providing adequate and accurate information in order to discuss and review escalated calls.
• Act as first point of contact for in-hours support of laptops, printers, client software, telecommunications devices, etc.
• Responsible for routine daily administration including (but not limited to):

- Maintaining the IS asset register

- Booking out IS loan equipment

- Checking that IS loan equipment is working and maintained to current standards

• Managing system issues and tracking ticket resolution via relevant Service Desk tools.
• Support the Change & Configuration Analysts in delivery and set-up of NIHR Academy schemes via the ARAMIS Grant Tracker System, including (but not limited to):

- Forms testing

- supporting release management

- post-release checks

- maintaining system lookups

• Support of Google Hub and GSuite apps e.g. Gmail / Drive / Calendars,
• Resolving service desk requests
• Responsible for set-up of IT requirements for any management sessions and meetings, including training events
• Assist with development and maintenance of training user guides and other technical support documentation
• Contribute towards the maintenance of the website and intranet servers
• Support management of change requests
• Ensure accuracy and data quality within systems
• Assist with production of reports (incidents and changes)
• Provide end-user support for other software in use at NIHR Academy e.g. Qlikview, SQL, Adobe, Turning Point etc.
• To participate in appropriate training and development activities.
• To ensure that all systems users comply with current IS policies
• Other reasonable duties as required by Senior Management.

Compliance

• Report breaches of confidentiality following NIHR procedures, and advise managers and staff reporting potential breaches of confidentiality of the appropriate procedures.
• Help to identify and monitor risks, governance and compliance requirements related to the Service Desk environment.
• Help to specify and implement appropriate mitigation and/or control measures.

General

• Liaising with suppliers where necessary to resolve issues within service levels.
• Working with members of a team for support and escalation, providing adequate and accurate information in order to discuss and review escalated calls.