Trainee IT Technician, Apprentice
Computing and Information Services
Grade 2: - £17,361 - £17,682 per annum
Fixed Term - Full Time
Contract Duration: 36 Months
Contracted Hours per Week: 35
Closing Date: 28-Jul-2021, 6:59:00 AM
Job Family: Estates and Information Infrastructure Services
OUR CHARACTERISTICS: We are a globally outstanding centre of teaching and research excellence, a collegiate community of extraordinary people, in a unique and historic setting.
OUR VALUES: We are inspiring, challenging, innovative, responsible and enabling.
Durham University is one of the world's top universities with strengths across the Arts and Humanities, Business, Sciences and Social Sciences. We are home to some of the most talented scholars and researchers from around the world who are tackling global issues and making a difference to people's lives.
The University sits in a beautiful historic city where it shares ownership of a UNESCO World Heritage Site with Durham Cathedral, the greatest Romanesque building in Western Europe. A collegiate University, Durham recruits outstanding students from across the world and offers an unmatched wider student experience.
Durham University seeks to promote and maintain an inclusive and supportive environment for work and study that assists all members of our University community to reach their full potential. Diversity brings strength and we welcome applications from across the international, national and regional communities that we work with and serve.
It is expected that all staff within the University:
- Contribute to our learning culture by engaging in mentoring, training and coaching.
- Positively contribute to fostering a collegial environment; as well as demonstrating commitment to equality, diversity and inclusion.
- Have due regard to Health and Safety requirements appropriate to grade and role.
Family key attributes
Roles in this family manage and maintain the integrity of University buildings, estates and information services.
Overall family purpose
- Ensure safe, sustainable and fit for purpose buildings, internal and external environments in and on which to conduct University business.
- Liaise and engage with stakeholders across the University to identify and plan infrastructure projects to update and improve services and facilities.
- Align services to meet organisational strategic and operational objectives.
- Design new, adapt existing and implement services, working with external contractors and suppliers.
- Manage and monitor systems, mechanisms and processes to ensure compliance with internal and external regulations.
- Implement procedures to ensure safe and secure buildings, facilities, estates and information networks.
- Design and construct real and virtual test environments to ensure the most fit for purpose technology and services are available to underpin University business needs.
- Manage technology driven services and third-party platforms to underpin teaching, learning, research and administrative activities across the University.
- Engage with external suppliers, contractors, manufacturers and developers to ensure the highest-standards and quality of buildings, estates and information services.
- Work collaboratively and network across the University with staff in other families to ensure a smooth, timely and high-quality delivery of service.
Link to key strategic plan
- An economically sustainable approach to delivering infrastructure services across the University;
- Develop an academic estate that will allow the University to deliver world-class education, research and student experience;
- Ensure the long-term availability of suitable residential accommodation
- Ensure the continuing renewal and maintenance of our estate;
- Improve the environmental sustainability and ease of travel around our estate and city locations;
- Support and facilitate a first-rate digital learning environment and experience on a par with the best in the UK;
- Running and ongoing development of a first-rate digital learning environment on a par with the best in the UK;
- A stakeholder-focused orientation, offering satisfying careers to all staff;
- Ensure that an increasingly diverse workforce is treated equally, fairly and with respect, and that all staff are demonstrably valued and actively engaged.
The Department and role purpose
The Computing and Information Services (CIS) has an annual operational budget in the order of £10m, multi-million pound programmes of change within year, and approximately 140 staff who are predominately based at the Durham University campus. The Senior Leadership Team report directly to the Chief Information Officer with the following portfolios: Strategy and Change; Operations; and Information Systems. CIS provide academic, teaching and administrative services across the organisation that underpin the day-to-day activities of the whole organisation.
Recent infrastructure improvements include investment in a new network backbone, including new cable runs throughout the city to all of the Universities core buildings, new scalable user facing storage, and a new hosting environment. Corresponding business led investment also continues to be made with a new Oracle Enterprise Resource Planning suite, investment in research administration, and maximising the breadth of opportunities available to the University through Office365, alongside numerous other important initiatives.
CIS is a friendly, but demanding department, where much is expected and can be achieved by competent, self-motivated individuals who are demonstrable in their team work ability.
As an IT Apprentice you will assist with activities to maintain the day to day operation and on-going development of Computing and Information Services (CIS). Working in a number of teams within CIS during the course of the apprenticeship you will maintain a high level of IT services throughout the University, assisting students, staff, visitors in their use of Durham University IT systems.
You will undertake activities relating to but not limited to:
- Operating Systems (Including but not limited to Windows 10, Linux and Mac OS)
- Desktop Software (Including but not limited to products such as Word, Excel, Outlook, PowerPoint, Skype
- Specialist AV equipment including video conferencing and lecture capture and streaming.
- Multi-Function Devices and Desktop Printers.
- Remote administration and software distribution tools.
- Network troubleshooting
- Mobile and tablet support
- Hardware, software and device configuration to support accessibility.
- IT Applications and technology to support staff and students with disabilities.
- Contribute input within a service team to provide a responsive service for stakeholders.
- Contribute input to deliver a stakeholder-focused service.
- Respond to straightforward requests for information from stakeholders.
- Contribute to team effort with more straightforward tasks during peak work flows.
- Follow documented service procedures including Knowledge Base articles, How to guides and FAQs, referring to more experienced colleagues with less straightforward issues.
- Demonstrate some pre-employment familiarity with the techniques, and processes used in the service area.
- Learn new skills and techniques on the job working alongside more experienced team members.
- Learn about the hazards and risks within own area of work and report incidents in accordance with recognised procedures and protocols.
- Communicate with supervisor, team members, other staff, students and visitors in person or using electronic tools and applications, communicating in non-technical terms appropriate to audience.
- Report to the Senior Manager (Service Desk) or their deputy working part of collaborative team with other CIS teams and academic colleagues.
- Learn and apply strict guidelines and risk assessments to ensure safe, secure practice when working in different environments.
- Follow and apply strict procedures and guidelines to ensure compliance with regulations for all activities.
- Apply escalation procedures to highlight interventions required by more experienced team members.
- Assist team members and contractors to set-up, and dismantle specialist equipment, tools and resources, under supervision.
- Clean and maintain specialist equipment, tools and resources, under supervision.
- Assist team members to collect, carry and transport equipment and resources.
- Carry out a range of tasks that require a more than standard level of physical, manual and sensory dexterity, following training, for short periods of time.
- Wear and use protective equipment and clothing to carry out tasks on a day to day basis.
- Any other reasonable duties.
Specific role requirements
- To be eligible to apply for an apprenticeship position, you must not have obtained a higher education qualification at Level 4 or above as defined on the NQF or QCF, including being awarded a first degree by a recognised university or other recognised higher education institution, with the exception of anyone who has participated in New Deal. In order to fulfil the terms and conditions of the apprenticeship, the post-holder will be required to complete training on a weekly basis towards the BCS Level 3 Infrastructure technician apprenticeship.
- Whilst working on the Service Desk the hours of service for the Service Desk are currently 8.00 am to 6.00 pm Monday to Friday but a flexible approach to work will be required to ensure that all duties are covered. Occasional evening and weekend work may be required and includes cover at the Queens Campus.
- Whilst working on the Service Desk there is a four-week annual leave ban in place at the start of the academic year Sept/Oct to support staff and students over that known busy period.
Recruiting to this post
In order to be considered for interview, candidates must evidence each of the essential criteria required for the role in the person specification.
In some cases, the recruiting panel may also consider the desirable criteria, so we recommend you evidence all criteria in your application.
Please note that some criteria will only be considered at interview stage.
How to apply
We prefer to receive applications online.
Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement https://www.dur.ac.uk/ig/dp/privacy/pnjobapplicants/ which provides information on the collation, storing and use of data.
What you are required to submit
- A CV;
- A covering letter which details your experience, strengths and potential in the requirements set out above;
- Examples of how you satisfy the essential criteria in the person specification, this will require completion of the 'Questionnaire' application section.
Please ensure that you submit all documentation listed above or your application cannot proceed to the next stage.
For further information please contact;
Andrew Scott - Service Desk and Field Team Area Manager
At Durham University, our aim is to create an open and inclusive environment where everyone can reach their full potential and believe our staff should reflect the diversity of the global community in which we work. We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities.
We will notify you on the status of your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to ensure you receive all emails.
Person specification - skills, knowledge, qualifications and experience required
- Good oral and written communication skills.
- Basic IT skills including Microsoft Office.
- Basic numeracy and literacy skills.
- Evidence of personal development to maintain skills.
- Experience of managing time in order to meet deadlines.
- Ability to follow instructions, written or oral, accurately.
- Experience of working in a team.
- Health and safety compliance knowledge.
- Experience of working in a buildings, estates, services, or IT provision area. Including Service Desk, Helpdesk.
- Some previous experience of working with computers. For example: using applications, installing software, and programming, repairing or building computers
- Experience providing telephone or/and face-to-face user support
Realising Your Potential Approach
The Realising Your Potential Approach clarifies the behaviours expected to be demonstrated by all staff across Professional Services in the University regardless of their role. Along with the core responsibilities, role responsibilities and the person specification, the Realising Your Potential Approach behavioural indicators are used to inform the recruitment and selection process. Further information on the Realising Your Potential Approach is available here.
DBS Requirement: Not Applicable.