Field Team Analyst

☞ Durham University

View: 102

Update day: 01-06-2024

Location: Durham North East

Category: Science Labor Pharmaceutical / Chemical / Biotech

Industry: Education

Job type: Full-time, Permanent

Salary: £22,847 - £26,341 a year

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Job content

Field Team Analyst (Job Number: 22000061)
Computing and Information Services
Grade 5: - £22,847 - £26,341 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date: 20-Feb-2022, 5:59:00 PM
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
  • Act as a knowledgeable Field Team Analyst without responsibility for team members, delivering high standards of customer service.
  • 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 acting as a subject matter expert providing support in resolving incidents and problems.
  • 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, communicating in non-technical terms appropriate to audience.
  • 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 with an enthusiasm to undertake continual professional development to further their expertise.
  • 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
  • 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.
  • 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.
  • A flexible approach to work is needed for this post to ensure that all institutional requirements are covered. Occasional evening and weekend work may be required
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.
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. Completion of the Questionnaire section within the application. Candidates are required to evidence how you satisfy the essential criteria shown within the person specification of the job description. Please ensure you give detailed examples for each question.
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 & Field Team Area Manager - 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
Person specification - skills, knowledge, qualifications and experience required
Essential Criteria
  • Good oral and written communication skills.
  • Proven IT skills, including use of Microsoft Office.
  • Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).
  • Post-16 qualification or equivalent experience.
  • Professional craftsperson/practitioner with knowledge and expertise in one or more areas of buildings, estates, services, or IT service provision.
  • Relevant industry and professional recognition and certification of achievement of skills and knowledge.
  • 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.
  • 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
  • Evidence of continuing professional development.
  • 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 managing time in order to meet deadlines.
  • 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
DBS Requirement: Not Applicable.
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Deadline: 16-07-2024

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