Service Desk Technical Analyst

Durham, United Kingdom
£22,847 - £26,341 per annum
01 Dec 2021
End of advertisement period
14 Dec 2021
Contract Type
Full Time

Computing and Information Services

Grade 5: - £22,847 - £26,341 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date: 14-Dec-2021, 7:59:00 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 teamwork ability.

As a Service Desk Technical Analyst you will act as first line support for University Staff, Student, and Visitor IT users, through all appropriate contact channels (Self Service, Telephone, Email, In person) to fulfill requests, provide support and resolve incident and problems.

The Service Desk Technical Analyst will be expected to provide effective, high quality, responsive, customer focused support to all users of University IT in a timely and professional manner. The post holder will have a willingness to develop new technical competencies and an ability to be flexible and work extended hours if required. Some occasional travelling may be required, for example to user groups or conferences.

Specifically the Service Desk Technical Analyst will have an excellent level of understanding of the following areas:

  • 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.
  • Software installation management though distribution and local installs
  • Loan equipment including laptops, teaching hardware and AV equipment
  • Local Digital Signage
  • IT Applications and technology to support staff and students with disabilities.

You will also be expected to have a good understanding of the following:

  • Servers (Windows and Linux)
  • Linux equipment and installs
  • Specialist desktop software to support administration, teaching and research (such as Banner, SPSS, SAS)

Core responsibilities

  • Act as more knowledgeable team member without responsibility for team members.
  • Plan and organise own workload with or without involvement with project work streams.
  • Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members.
  • Respond to stakeholder needs to deliver and shape an excellent stakeholder experience.
  • Apply theory and practice, from academic and professional development and previous knowledge within a service team.
  • Contribute to collaborative decision making within the team with service provision to deliver an excellent stakeholder experience in accordance with policy and procedures.
  • Work collaboratively across the organisation and/or externally with colleagues and stakeholders to deliver a service.
  • Provide guidance and advice to resolve problems and queries for a broad range of service users.
  • Collaborate with team members to implement service alterations.
  • Organise and schedule resources, activities and events.
  • Identify priorities and monitor processes and activities to ensure success.
  • Provide more in-depth independent research and analysis activities within the role.
  • Analyse work activities to ensure the effective and efficient use of capital and consumable equipment and resources.
  • Provide demonstrations and instruction to others outside the team.
  • Support the capture of business requirements from users and work with colleagues to translate these into recommendations for future service provision.
  • Liaise with contacts and participate in networks and communities internally and possibly externally, contributing to effective collaborative working.
  • Advise others and make recommendations into work processes and procedures for consideration by senior management to improve services.

Role responsibilities

  • Deliver infrastructure support services to support administrative, business, teaching, research and learning activities across University Estates and buildings.
  • Assist colleagues to achieve operational service requirements, planning, carrying out and documenting evaluations and tests to ensure stakeholder requirements are met, including creating and reviewing Knowledge base articles, also mentoring and shadowing new and existing staff within the team.
  • Apply technical knowledge and skills to build, adapt, construct and repair fabric, fittings, buildings, services and equipment using new and existing resources.
  • Manage and monitor the use of components, resources and equipment.
  • Deliver appropriate demonstrations of service components, equipment and processes to users as necessary, including carrying out local induction and new starter procedures.
  • Support the use of assistive technologies, social media and applications to meet security and safety regulations.
  • Prepare safety documents and risk assessments concerning activities across the estates environments.
  • Apply recognised professional procedures and techniques, to ensure the security, safety, integrity and viability of infrastructure facilities and components for stakeholder and public access and use. Including but not limited to ITIL Version 3 or later and Service Desk Institute certification.
  • Liaise with outside agencies, local authorities, suppliers and visitors to ensure the safe and secure delivery of services.
  • Any other reasonable duties.

Specific role requirements

  1. Hours of service for the Service Desk are currently 8.00 am to 8.00 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.
  2. Currently operating in two locations on the Durham Campus, Bill Bryson Library and Rowan House.
  3. A two-week annual leave ban is 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 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.

Please Note: Candidates applying via Redeployment are only eligible to apply for a post at the same Grade or one Grade lower.

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 both the person specification and the Realising Your Potential Approach criteria. This may require completion of the 'Supporting Evidence' application section if specified by the recruiting manager. Please ensure you give detailed examples of how you meet these criteria if requested.

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
IT Service Desk 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

Essential Criteria

  1. Good oral and written communication skills.
  2. Evidence of driving improvement in customer satisfaction
  3. Proven ability to provide excellent customer service, maintaining a polite, professional and helpful approach at all times
  4. Experience of providing advice and guidance to a range of customers and colleagues at all levels.
  5. Proven IT skills, including experience of installing, using and administering one or more computer operating systems such as Microsoft Windows, Mac OS and Linux
  6. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).
  7. Professional craftsperson/practitioner with knowledge and expertise in one or more areas of buildings, estates, services, or IT service provision, including a Service Desk or Helpdesk environment.
  8. Relevant industry and professional recognition and certification of achievement of skills and knowledge, For example Service Desk Institute (SDI) Analyst qualification, ITIL Foundation version 3 or later.
  9. Experience of using an IT Service Management system to manage, allocate and monitor support tasks.
  10. Experience of using and configuring mobile device platforms such as iOS, Android, etc.
  11. Demonstrable ability to proactively work with team members to ensure the delivery of high quality services. 
  12. Ability to solve problems and resolve issues, plan solutions and make pragmatic decisions.
  13. Evidence of continuing professional development including developing new technical competencies.
  14. Experience of contributing to the delivery of buildings, estates, services, or IT provision.
  15. Experience of managing time in order to meet deadlines.

Desirable Criteria

  1. Ability to effectively network and exchange advice and information for development purposes. 
  2. Ability to provide support for infrastructure projects.
  3. Health and safety compliance knowledge.

DBS Requirement: Not Applicable.

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