EUC Support Analyst

Job content

We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.

Salary: £25,941.00 - £27,511.00 per annum
Closing Date: 27 July 2021

Over the last 18 months, we have reimagined the way we deliver our University IT Services, forming a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills. Our people have been at the centre of this change, and we are now investing in further knowledge and experience to ensure we have the skills required to serve the complex demands of our world-leading University.

The University is an exciting and dynamic place to work, dedicated to learning and research. You will be based on campus in the centre of Newcastle and have access to fantastic resources on-site and the opportunity to attend relevant conferences and training courses. Benefits include excellent pension; 25 days holiday (rising to 27 days after 5 years), 8 bank holidays plus an additional 4 discretionary closure days over the Christmas and New Year; discounted travel for the Metro and local bus services; and discounts for national retailers.

The Role

Reporting to the End User Computing Manager, you will provide technical and desktop support services for PC, Mac, mobile and other peripherals across all staff and NUIT managed PC clusters with a clear focus on excellent customer service. You will be expected to possess a broad and practical knowledge of PC hardware, along with sound knowledge of PC and Mac software applications, and application deployment.

You must possess excellent communication and interpersonal skills and be able to serve as an example to and coach colleagues in all aspects of the role. Experience of working within a helpdesk environment and the use of helpdesk software is desirable. Experience in interacting with projects and coordinate project activity within the team alongside day-to-day support tasks, the ideal candidate should be confident in taking responsibility and managing various stakeholders and keeping them updated throughout their interaction with the service. You should be able to plan and organise your own workload, demonstrate significant attention to detail and be able to learn quickly. Experience of producing written documentation and providing end user training are also desirable.

Informal enquiries may be made to Ken McGuinness, End User Computing & AV Manager at Ken.McGuinness@newcastle.ac.uk

Key Accountabilities

Provision of desktop support services for PC, Mac, mobile devices and peripherals, to ensure that associated problems and service requests are resolved within agreed timescales. This includes the deployment, installation and updating of software and the provision of advice to customers.
Responsible for the installation and replacement of equipment within Professional Services and other open learning spaces and cluster rooms.
Responsible for specialist software and OS deployment for projects and smaller Desk Moves or building changes.
Management of essential Systems Management Consoles such as MECM (SCCM), Active Directory, and bespoke Applications to maintain, adapt and analyse the core service deployments.
Act as an EUC subject matter expert (SME) utilising knowledge and experience to deliver excellence in operational support, project and change delivery and help in defining the future strategy
Deliver any project or change related activity as part of wider NUIT or NU project teams
Understand and implement the Technology Roadmap and help to keep it up to date by being a SME
Ensure that policies, standards, procedures and guidelines are followed.
Any other reasonable duties that fall within the scope of the post, as allocated by the line manager

The Person (Essential)

Knowledge, Skills and Experience
Experience of delivering high quality EUC support services
Experience in delivering both in-person and remote support for EUC devices including relevant support technologies
Experience of supporting a diverse EUC technology environment including: Windows , Mac , Chrome , UNIX and UNIX like desktops , Android , iOS
Experience of managing stock planning, purchasing, distribution and collection for all relevant EUC devices
Interest in identifying and implementing new and innovative technologies to support customer needs, drive up quality and improve value
A working knowledge of Cybersecurity processes and practices is essential
Must be willing and able to obtain any certifications required for this role including security clearances, health and safety regulations, working in hazardous environments etc. Must be willing and able to work in all University settings including medical laboratories, human tissue laboratories, hazardous areas etc

Attributes and Behaviour
Encourages and facilitates collaboration, cooperation and results
Inspires, motivates and guides more junior team members
Supports organizational change agents to improve maturity and practices, in support of University goals and strategy
Mobilizes themselves to support and enable change efforts
Analyses situations quickly and effectively to determine the best way to deliver the required result
Keeps their technical knowledge up to date and has a wider understanding of the technology landscape inside and outside their area
Sets and accomplishes challenging goals
Defines standards in terms of doing what is appropriate and doing it well
Leads by example in delivering high quality outcomes that they take responsibility for

Qualifications
A relevant technical qualification (HNC/HND equivalent) or equivalent technical experience

Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society. We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent. We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.

The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.

Requisition ID: 9585