IT Field Team Senior Analyst

4 days left

Durham (County) (GB)
£27116 - £33309 per annum
23 Sep 2021
End of advertisement period
23 Oct 2021
Contract Type
Fixed Term
Full Time

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.

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.

The purpose of the post is to support and enable University staff and students to use their IT effectively in teaching, research and operations. As a member of the Computing and Information Services (CIS) Support Services Field Team the post holder will be expected to provide effective and customer focused support to all users of University IT in a timely and professional manner. The role requires a passion for customer service delivery, problem solving and communication skill and a high level of IT knowledge.

Core responsibilities:

  1. Experienced Field Team Analyst with responsibility for planning and co-ordinating projects and work streams with inter-related activities and delivering outstanding customer service.
  2. Plan and organise own workload with or without involvement with project work streams.
  3. Specialist support with problem solving and query handling acting as a subject matter expert providing support in resolving incidents and problems.
  4. Reactive and proactive service provision with others to deliver an excellent stakeholder experience.
  5. Relationship building, network participation internally and externally to build and update knowledge and skill, maintaining a high level of technical knowledge and competency through the completion of continual professional development to further expertise.
  6. Engage with external peers and specialists to exchange knowledge and information.
  7. Supervises service users and stakeholders undertaking activities, events, project work and exhibitions.
  8. Interpret, curate, design and present artefacts, information, data, equipment and resources.
  9. Implement and monitor protocols, procedures, processes and regulations.
  10. Monitor and report incidents.
  11. Carry out more in-depth investigations, searches and research information and data to identify trends and patterns, engaging and communicating results in non-technical terms appropriate to audience.
  12. Take responsibility for day to day decision making within own area of responsibility for operational aspects of service delivery, translating external requirements into practical application and advice.
  13. Implement and monitor recognised procedures to ensure compliance and meet University values of inclusion, diversity and participation.
  14. Contribute to business meetings, working groups and committees to help shape service delivery and stakeholder expectations, converting business requirements into viable technical solutions.
  15. Accountable for managing/maintaining financial and budget records and reconciling consumable expenditure queries.
  16. Involved in the purchase and return of goods and services.
  17. Support the capture of business requirements from users and work with colleagues to translate these into recommendations for future service provision.


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