Assistant Analyst (Field Team - 2nd Line Support)

Updated: 2 months ago
Location: Durham, ENGLAND

Assistant Analyst (Field Team - 2nd Line Support) (
Job Number:
 22001563)
Computing and Information Services
Grade 4: - £21,630 - £23,144 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date
: 02-Oct-2022, 6:59:00 PM 

Job Title: Assistant Analyst (Field Team - 2nd Line Support)     
Department: Computing and Information Services, Field Teams      
Grade: 4    
Salary range: £21,630 - £23,144 (Per Annum)  
Working arrangements: 

  • Full time (35 hours)
  • Onsite working

The University  
  
At Durham University we are proud of our people.  A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other.   Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally.  Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer.   We would be thrilled if you would consider joining our thriving University.  Further information about the University can be found here
  
The Department  

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 Role

• Act as an Assistant Field Team Analyst without responsibility for other team members, delivering high standards of customer service.

• Provide a responsive and proactive support service for stakeholders. 

• Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience.

• Respond to service users answering and recording standard queries 

• Contribute to the planning of team activities, work and deadlines to ensure the smooth running and timeliness of service.

• Solve day-to-day routine IT and AV problems and source background information within the role.

• Record data and information accurately and provide reports as required to team members and more experienced staff.

• Record all incidents and requests in the designated IT Service Management Tool finding solutions or escalating queries where necessary.

• Flexible in approach to accommodate the needs of team members and/or service users.

• Assist team members to organise, plan and prepare for events, meetings and activities.

• Liaise with internal and external suppliers, contractors and professional specialists to pass on information.

• Apply professional and regulatory procedures and processes and use of systems.

• Liaise and collaborate with staff in other areas of the organisation to ensure a seamless, smooth and efficient service.

• Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members.

• Report to the Field Team Lead or their deputy working as part of a collaborative team with other CIS teams and academic colleagues, delivering effective and customer focused support to all users of University IT.

• Work with team members to ensure the safe, secure and appropriate buildings, facilities and infrastructure services across the organisation.

• Assist team members to carry out and complete risk assessments and safety records for area of practice.

• Perform the tasks of a field engineer to support, maintain, fix, escalate and own incidents and service requests in a number of areas.

• Provide instruction and demonstration to others within area of working and oversee the safe use of a wide range of physical and digital equipment and tools.

• Liaise with internal and external suppliers, contractors, utility and service providers as part of infrastructure support services.

• Provide 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.

• Apply a range and combination of manual dexterity, physical effort and sensory skills within the role.

• Apply systematic investigatory and problem-solving skills, tests and experimental procedures to ensure the integrity of digital and physical facilities, buildings and infrastructure services.

• Draft, produce and distribute standard technical data and specifications as required.

• Provide guidance on health, safety and wellbeing within the context of the role.

• Assist team members to plan and organise a schedule of maintenance, repair, recovery checks to meet compliance and regulatory standards.

• Assist team members to carry out risk assessments and respond to potential harmful situations according to procedures.

• Conduct asset management, unboxing, initial installation and testing of PCs and other IT equipment.

• Support 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

  • Working outside normal office hours, including responding to significant incidents. 
  • Particpation in the Queens Campus and Saturday morning rota.
  • Working at Durham    
      
    A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits:   
    •    27 Days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 39 days per year.  The University closes between Christmas and New Year.
    •    No matter how you travel to work, we have you covered.  We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.  
    •    Lots of support for health and wellbeing including discounted membership for our state of the art sport and gym facilities and access to a 24-7 Employee Assistance Programme.  
    •    On site nursery is available and children’s clubs in the summer holidays.  
    •    Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers).  
    •    There is a genuine commitment to developing our colleagues professionally and personally.  There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University.  All staff have dedicated annual time to concentrate on their personal development opportunities.   
    •    The opportunity to take part in staff volunteering activities to make a difference in the local community  
    •    Discounts are available via our benefits portal including; money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions.   
    •    We offer generous pension schemes.   
      
    Durham University is committed to equality diversity, inclusion and values  

    Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work.    As a University equality, diversity, and inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do.  We also live by our values and our Staff Code of Conduct.  At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive. It’s important to us that all of our colleagues are aligned to both our values and commitment to EDI.  
      
    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.  If you have taken time out of your career, and you feel it relevant, let us know about it in your application.  If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role.  

     

    What you need to demonstrate when you apply/Person Specification  
      
    When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role.  Further information about the role and responsibilities is at the end of this job description.  Where a criteria has an asterix* next to it, it may be given additional weighting when your application is considered.    
      
    Your application should cover the following criteria:  

    Essential Criteria

  • Proven experience of assisting with the delivery, support and maintenance of IT services, including the ability to diagnose and resolve IT-related issues
  • Proven ability to work independently and prioritise own workload
  • Proven ability to provide excellent customer service, maintaining a polite, professional and helpful approach at all times
  • Experience of installing, testing and supporting desktop hardware and software
  • Desirable Criteria  

  • ITIL Foundation or equivalent
  • 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
  • How to apply  
    To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above.  Where there are desirable criteria we would also urge you to provide any relevant evidence.  Please don’t forget to check if there is any weighted criteria (see above).  
      
    While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.    
      
    Submitting your application   
    We prefer to receive applications online.  We will update you about your application at various points during the process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to ensure you receive all emails   
       
    What you are required to submit:  

    •    A CV   
    •    Optional - A covering letter which shows examples of how you meet all of the essential criteria (and if possible the desirable) within the Person Specification (above).
       
    Contact details   
    If you would like to have a chat or ask any questions about the role, Andy Scott (Senior Manager Service Desk and Field Team) would be happy to speak to you. andrew.scott@durham.ac.uk


    Typical Role Requirements

    Service Delivery
    •    Solve day-to-day routine problems and source background information within the role. 
    •    Record data and information accurately and provide reports as required to team members and more experienced staff. 
    •    Operate a booking and enquiry service and process requests finding solutions or escalating queries where necessary. 
    •    Flexible in approach to accommodate the needs of team members and/or service users. 
    •    Apply professional and regulatory procedures and processes and use of systems. 
    •    Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members
    •    Apply a range and combination of manual dexterity, physical effort and sensory skills within the role. 
    •    Apply systematic investigatory and problem-solving skills, tests and experimental procedures to ensure the integrity of digital and physical facilities, buildings and infrastructure services. 
    •    Draft, produce and distribute standard technical data and specifications as required. 
    •    Provide guidance on health, safety and wellbeing within the context of the role. 
    •    A commitment to equality, diversity and inclusion and the University’s values.
    Teamwork
    •    Contribute to the planning of team activities, work and deadlines to ensure the smooth running and timeliness of service.
    •    Assist team members to organise, plan and prepare for events, meetings and activities. 
    •    Work with team members to ensure the safe, secure and appropriate buildings, facilities and infrastructure services across the organisation. 
    •    Assist team members to carry out and complete risk assessments and safety records for area of practice. 
    •    Assist team members to plan and organise a schedule of maintenance, repair, recovery checks to meet compliance and regulatory standards. 
    •    Assist team members to carry out risk assessments and respond to potential harmful situations according to procedures

    Communication/Networking/Stakeholders
    •    Provide a responsive and proactive support service for stakeholders.  
    •    Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience. 
    •    Respond to service users answering and recording standard queries and bookings for activities and/or events. 
    •    Liaise with internal and external suppliers, contractors and professional specialists to pass on information. 
    •    Liaise and collaborate with staff in other areas of the organisation to ensure a seamless, smooth and efficient service. 
    •    Provide instruction and demonstration to others within area of working and oversee the safe use of a wide range of physical and digital equipment and tools. 
    •    Liaise with internal and external suppliers, contractors, utility and service providers as part of infrastructure support services. 

    •    Any other reasonable duties. 
     

    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.durham.ac.uk/about-us/governance/information-governance/privacy-notices/privacy-notices/job-applicants/   which provides information on the collation, storing and use of data.   

    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.


    DBS Requirement: Not Applicable.
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