ICT Support Officer (Open Competition)

A. Details                  

Position: ICT Support Officer

Grade: Executive Officer (EO) 

Whole time equivalent: Full-time (35 hrs. per week) 

Reports to: ICT Manager (s) 

Duration: Permanent 

Role Closing Date: 12 noon, Thursday 19th of November, 2026.

B. Role Purpose 

The ICT Support Officer is part of a small team of professionals responsible for the development, implementation, configuration, and support of the ICT systems and infrastructure for the Arts Council.  

This role is an ICT generalist and will work across the three ICT units, Operations and Application Support, Networks and Infrastructure and Cyber Security. 

The job requires an energetic and enthusiastic person with excellent customer relationship management skills, as well as a broad-based knowledge of enterprise level ICT systems and technologies. 

C. Key Functions/Responsibility Areas 

Key Responsibilities  

Working with the ICT Manager (Operations and Application Support) on: - 

• Supporting the end-to-end operations of the Grant Management System (GMS), including funding scheme system configuration, award opening/closing, application intake, and document retrieval.  

• Supporting external applicants using the GMS with system-related issues and inquiries. 

• Supporting the current Microsoft Dynamics (Customer Relationship Management) CRM solution and other Microsoft software applications, assisting internal and external users as required. 

Working with the ICT Manager (Networks and Infrastructure) on: - 

• Supporting backup and restore operations, ensuring business continuity across on-premises, cloud, and hybrid environments 

Working with the ICT Manager (Cyber Security) on: - 

• Handling account/asset reconciliation and other Cyber Security Tasks. 

General Tasks 

• Providing technical support and issue resolution to internal employees using corporate ICT systems. 

• Creating training content for corporate systems through technical documents and videos. 

• Contributing to process and procedure documentation, ensuring accuracy and quality. 

• Carrying out other projects or activities as may be assigned by the ICT management team. 

Note:  Arts Council roles and responsibilities are subject to change with ongoing and future organisational requirements and developments. 

D. Person Specification 

• A minimum of three years’ relevant experience working within an ICT environment. 

• Strong administrative, organisational, and ICT skills, with a high level of accuracy, attention to detail, and the ability to manage competing priorities effectively. 

• A commitment to delivering excellent customer service, with a professional and responsive approach when dealing with internal and external stakeholders, suppliers, and service users. 

• A flexible, proactive, and positive approach to work, with the ability to perform effectively in a busy and dynamic environment. 

• Demonstrated ability to anticipate requirements, work collaboratively as part of a team, and use initiative to manage responsibilities independently. 

• Excellent communication and interpersonal skills, with the confidence and professionalism to engage effectively with a wide range of stakeholders. 

• A strong commitment to the principles of public service, including integrity, accountability, and professionalism. 

• Self-motivated, adaptable, and results-focused, with a commitment to quality, continuous improvement, and achieving objectives. 

• Well-developed analytical, problem-solving, and decision-making skills, with the ability to exercise sound judgement and identify practical solutions to complex issues.