Field Team Analyst (2nd Line Support)

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 excess of £12m, multi-million pound programmes of change within year, and approximately 185 staff. The Senior Leadership Team report directly to the Chief Information Officer (CIO) with the following portfolios: Strategy and Change; Operations; Information Systems, and Cyber Security. CIS work with departments across the university to provide academic, teaching and administrative services that underpin the day-to-day activities of the whole organisation. Details of the Digital Strategy and ongoing work can be found at https://www.dur.ac.uk/cis/digitalstrategy/

CIS is a friendly, but demanding department, where much is expected and can be achieved by competent, self-motivated individuals who work well in teams. The department works in a hybrid capacity depending on the job role and individual personal requirements.

The Role

The role requires a passion for customer service delivery, problem solving and communication skill and a high level of IT knowledge.

The key responsibilities of the role include:

• 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.
• 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.
• Perform the tasks of a field engineer to support, maintain, fix, escalate and own incidents and service requests in a number of areas.
• 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.
• Problem solve in a pressured and complex technical environment, ensuring service and operational levels are adhered to.
• 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, working with others 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.
• Deliver appropriate demonstrations of service components, equipment and processes to users as necessary.
• 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.
• 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.
• 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.
• Liaise with outside agencies, local authorities, suppliers and visitors to ensure the safe and secure delivery of services.
• 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

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 access to holiday camps for children aged 5-16 throughout the year.
• 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 and inclusion

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 asterisk* next to it, it may be given additional weighting when your application is considered.

Your application should cover the following criteria:

Essential Criteria

Qualifications/Experience
1. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics or a Post-16 qualification or equivalent experience.
2. Professional practitioner with knowledge and expertise in one or more areas of buildings, estates, services, or IT service provision
3. Experience of working within a team to ensure the delivery of high-quality services.
4. Experience of contributing to the delivery of buildings, estates, services, or IT provision.
5. Experience of providing advice and guidance to a range of customers and colleagues
6. Experience of managing time to meet deadlines.

Skills/Abilities/Knowledge
7. Excellent spoken and written communication skills and the ability to develop effective working relationships, both internally and externally.
8. Strong digital competence across a range of digital devices and apps including digital communication tools, Microsoft 365 applications, business systems.
9. Industry or professional knowledge/recognition relevant to the role supported by relevant courses or certification.
10. Committed to continuing professional development.
11. Ability to solve problems yourself and as part of a team and plan appropriate solutions.
12. Ability to provide support for infrastructure projects.
13. Knowledge of health and safety issues (Such as risk assessments, DSE Guidance).
14. Ability to participate in networks to share and discuss good practice and exchange information.

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:

Contact details

If you would like to have a chat or ask any questions about the role, Andy Scott (Service Desk and Field Team Manager would be happy to speak to you. andrew.scott@durham.ac.uk

• 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 Privacy Notices - Durham University 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.