IT Field Team Senior Analyst

Durham, United Kingdom
£27,116 - £33,309 per annum
19 Oct 2021
End of advertisement period
26 Oct 2021
Contract Type
Full Time

Computing and Information Services

Grade 6: - £27,116 - £33,309 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date: 26-Oct-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

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.

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:

  • Experienced Field Team Analyst with responsibility for planning and co-ordinating projects and work streams with inter-related activities and delivering outstanding customer service.
  • Plan and organise own workload with or without involvement with project work streams.
  • Specialist support with problem solving and query handling acting as a subject matter expert providing support in resolving incidents and problems.
  • Reactive and proactive service provision with others to deliver an excellent stakeholder experience.
  • 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.
  • Engage with external peers and specialists to exchange knowledge and information.
  • Supervises service users and stakeholders undertaking activities, events, project work and exhibitions.
  • Interpret, curate, design and present artefacts, information, data, equipment and resources.
  • Implement and monitor protocols, procedures, processes and regulations.
  • Monitor and report incidents.
  • 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.
  • 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.
  • Implement and monitor recognised procedures to ensure compliance and meet University values of inclusion, diversity and participation.
  • Contribute to business meetings, working groups and committees to help shape service delivery and stakeholder expectations, converting business requirements into viable technical solutions.
  • Accountable for managing/maintaining financial and budget records and reconciling consumable expenditure queries.
  • Involved in the purchase and return of goods and services.
  • Support the capture of business requirements from users and work with colleagues to translate these into recommendations for future service provision.

Role responsibilities:

  • Report to the Field Team Lead acting as their deputy as required and working as part of a collaborative team delivering effective and customer focused support to all users of University IT.
  • Work independently or with other staff or contractors across the University to deliver infrastructure services and projects.
  • Perform the tasks of a field engineer to support, maintain, fix, escalate and own incidents and service requests in a number of areas.
  • Coordinate support around the configuration, deployment, and maintenance of the IT equipment including desktop software and hardware, mobile devices, audio visual equipment, printers and digital resources.
  • Support your local team through supporting at least one of the following: Servers (Windows and Linux); Linux equipment and installs; Specialist desktop software to support administration, teaching and research (e.g. Banner, SPSS, SAS, etc.); or Specialist Local Services (such as science lab equipment).
  • Develop further technical competencies in one or more of the following areas: Specialist AV equipment including Video Conferencing, Lecture Capture and Streaming; Specialist hardware, software and device configuration to support accessibility; Desktop deployment and package management; Mobile Support & Working; Network Configuration; Security; or Mac Support
  • Problem solve in a pressured and complex technical environment, ensuring service and operational levels are met and adhered to.
  • Liaise and network with contractors and third-party suppliers to facilitate the exchange of information, and help focus joint effort with projects and service delivery by adapting in order to meet deadlines..
  • Build, test and implement equipment, facilities, technical and virtual architecture solutions.
  • Liaise with key stakeholders and client representatives across the University to inform and advise about key structural, physical, and virtual environmental changes.
  • Manage and monitor systems to ensure safety, security and compliance with regulations for the University infrastructure.
  • Engage with internal and external networks, exchanging knowledge and information to provide input into the planning and development of future projects and services.
  • Perform maintenance procedures and tasks and takes action to respond to vulnerability issues and security incident, liaising effectively with external IT suppliers and contractors to ensure the University receives excellent service and value for money.
  • Conduct asset management, unboxing, initial installation and testing of PCs and other IT equipment.
  • Plan, review, monitor and investigate mechanisms to ensure all organisational stakeholder requirements have been met.
  • Maintain asset registers ensuring that the administration of the acquisition, storage, distribution, movement and disposal of assets is documented.
  • Demonstrate ability to use a range of tools ensuring adoption of standards and best practice for IT Service Management in line with defined ITIL processes.
  • Take responsibility for carrying out more specialist risk assessments and incident resolution.
  • Support continual service improvement activities associated with IT service operation, anticipating changes in technical delivery.
  • Create and maintain documentation, developing and providing end user training and support.
  • Any other reasonable duties.

Specific role requirements

  • Perform activities to maintain the day-to-day operation of the University's Computing and Information Services within a defined geographical support area.
  • Working outside normal office hours, including responding to significant incidents.
  • An indicative working pattern for a 35hour week might be 9-5 4 days a week and two half days, one of which would be one of which would be Saturday mornings to cover institutional requirements.

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 above (including those listed in the section ‘Realising Your Potential Approach’).

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

  1. A CV;
  2. A covering letter which details your experience, strengths and potential in the requirements set out above;
  3. 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.

Contact details

For further information please contact; Andy Scott - Service Desk and Field Team Area Manager; Email: andrew.scott@durham.ac.uk

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.

When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.

Person specification - skills, knowledge, qualifications and experience required

Essential Criteria

  1. Good oral and written communication skills.
  2. Proven IT skills, including use of Microsoft Office.
  3. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).
  4. Post-16 qualification or equivalent experience as a field engineer.
  5. Professional craftsperson/practitioner with knowledge and expertise in one or more areas of buildings, estates, services, or IT service provision.
  6. Relevant industry and professional recognition and certification of achievement of skills and knowledge.
  7. Proven experience of assisting with the delivery, support and maintenance of IT services, including the ability to diagnose and resolve IT-related issues
  8. Proven ability to work independently and prioritise own workload
  9. Proven ability to provide excellent customer service, maintaining a polite, professional and helpful approach at all times
  10. Experience of installing, testing and supporting desktop hardware and software
  11. Ability to understand end user requirements and translate into business solutions; and written ability in relation technical documentation

Desirable Criteria

  • Evidence of continuing professional development.
  • Regulatory, local and national professional knowledge and experience of compliance.
  • Demonstrable ability to proactively work with team members to ensure the delivery of high quality services.
  • Ability to solve problems and resolve issues, plan solutions and make pragmatic decisions.
  • Experience of contributing to the delivery of buildings, estates, services, or IT provision.
  • Ability to provide support for infrastructure projects.
  • Health and safety compliance knowledge.
  • Experience of providing advice and guidance to a range of customers and colleagues.
  • Ability to effectively network and exchange advice and information for development purposes.
  • Experience of implementing policy and procedures.
  • ITIL Foundation
  • Experience of supporting AV equipment for teaching
  • Demonstrable experience of server support
  • Demonstrable experience of supporting applications such as financial systems, HR systems, student records systems, statistical, graphical or other technical software
  • Demonstrable experience of supporting specialist scientific equipment

DBS Requirement: Not Applicable.

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