Senior Field Team Analyst

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 Role and 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 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 2nd line 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

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 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 

Desirable Criteria

• ITIL 3 / 4 Foundation or Higher
• Experience of supporting AV equipment for teaching 
• Demonstrable experience of server support 
• Demonstrable experience of supporting applications such as Financial & HR systems, Student Records systems, Azure Platform, Collaboration Tools such as Microsoft Teams, Zoom
• 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   
•    A covering letter or statement which shows examples of how you meet all of the criteria within the Person Specification    
 

Contact details   
  
If you would like to have a chat or ask any questions about the role, Andy Scott (Senior Manager, Service Desk & Field Teams) would be happy to speak to you. [email protected]
  
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.

Typical Role Requirements

Service Delivery

• Report to the Field Team Lead acting as their deputy as required and working as part of a collaborative team delivering effective and customer focused support to all users of University IT. 
• Work independently or with other staff or contractors across the University to deliver infrastructure services and projects. 
• Take responsibility for carrying out more specialist risk assessments and incident resolution. 
• Reactive and proactive service provision with others to deliver an excellent stakeholder experience. 
• Build, test and implement equipment, facilities, technical and virtual architecture solutions. 
• Monitor and report incidents. 
• Manage and monitor systems to ensure safety, security and compliance with regulations for the University infrastructure.  
• Perform the tasks of a field engineer to support, maintain, fix, escalate and own incidents and service requests in a number of areas. 
• Maintain asset registers ensuring that the administration of the acquisition, storage, distribution, movement and disposal of assets is documented. 
• 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.  
• Take responsibility for day-to-day decision making within own area of responsibility for operational aspects of service delivery, translating external requirements into practical application and advice. 
• Take responsibility for carrying out more specialist risk assessments and incident resolution. 
• Implement and monitor protocols, procedures, processes, and regulations
• Accountable for managing/maintaining financial and budget records and reconciling consumable expenditure queries. 
• Perform maintenance procedures and tasks and takes action to respond to vulnerability issues and security incident, liaising effectively with external IT
• Maintain asset registers ensuring that the administration of the acquisition, storage, distribution, movement and disposal of assets is documented
• Support the capture of business requirements from users and work with colleagues to translate these into recommendations for future service provision. 
• Involved in the purchase and return of goods and services. 
• Conduct asset management, unboxing, initial installation and testing of PCs and other IT equipment. 
• Experienced Field Team Analyst with responsibility for planning and co-ordinating projects and work streams with inter-related activities and delivering outstanding customer service.
• Problem solve in a pressured and complex technical environment, ensuring service and operational levels are met and adhered to. 
• Develop further technical competencies in one or more of the following areas: Specialist AV equipment including Video Conferencing, Lecture Capture and Streaming; Specialist hardware, software and device configuration to support accessibility; Desktop deployment and package management; Mobile Support & Working; Network Configuration; Security; or Mac Support 

Planning and Organising

• Plan and organise own workload with or without involvement with project work streams. 
• Plan, review,monitor and investigate mechanisms to ensure all organisational stakeholder requirements have been met. 
• Carry out more in-depth investigations, searches and research information and data to identify trends and patterns, engaging and communicating results in non-technical terms appropriate to audience. 
• Support continual service improvement activities associated with IT service operation, anticipating changes in technical delivery. 
• Engage with internal and external networks, exchanging knowledge and information to provide input into the planning and development of future projects and services. 

Teamwork and Team Development

• Supervises service users and stakeholders undertaking activities, events, project work and exhibitions. 
• Support your local team through supporting at least one of the following: Servers (Windows and Linux); Linux equipment and installs; Specialist desktop software to support administration, teaching and research (e.g. Banner, SPSS, SAS, etc.); or Specialist Local Services (such as science lab equipment). 
• Create and maintain documentation, developing and providing end user training and support. 

Communication/Networking/Stakeholders

• Contribute to business meetings, working groups and committees to help shape service delivery and stakeholder expectations, converting business requirements into viable technical solutions.   
• Engage with external peers and specialists to exchange knowledge and information. 
• Relationship building, network participation internally and externally to build and update knowledge and skill, maintaining a high level of technical knowledge and competency through the completion of continual professional development to further expertise. 
• Coordinate 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. 
• Implement and monitor recognised procedures to ensure compliance and meet University values of inclusion, diversity and participation. 
• Interpret, curate, design and present artefacts, information, data, equipment and resources. 
• Liaise with key stakeholders and client representatives across the University to inform and advise about key structural, physical, and virtual environmental changes. 
• Liaise with suppliers and contractors to ensure the University receives excellent service and value for money. 
• Specialist support with problem solving and query handling acting as a subject matter expert providing support in resolving incidents and problems. 
• Liaise and network with contractors and third-party suppliers to facilitate the exchange of information, and help focus joint effort with projects and service delivery by adapting in order to meet deadlines.. 
• Any other reasonable duties.