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 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 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:  

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  IT service provision.

3.     Experience of providing advice and guidance to a range of customers and colleagues.

4.     Experience of implementing policies and procedures. 

Skills/Abilities/Knowledge

5.     Good spoken and written communication skills including the ability to develop effective working relationships, both internally and externally.

6.     Strong digital competence across a range digital devices and apps including Internet, Email, Financial & HR systems, Student Records systems, Azure Platform, Collaboration Tools such as Office 365, Zoom

7.     Industry and regulatory knowledge supported by relevant courses or certifications

8.     Knowledge and experience of health and safety issues such as risk assessments.

9.     Ability to solve problems and decide on and plan appropriate solutions.

10.  Ability to provide support for infrastructure projects

11.  Committed to continuing professional development.

12.  Ability to work collaboratively with other team members to ensure the delivery of high-quality services.

13.  Ability to participate in networks to share and discuss good practice and exchange information.   

Desirable Criteria

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]
  
Typical Role Requirements  

Service Delivery

·       Show a commitment to equality, diversity and inclusion and the University’s values.

·       Ensure that the University’s procedures and values are always reflected in all aspects of the service and adapt ways of working where this is not evident.

·       Provide specialist advice and make decisions to resolve problems relating to the services you are responsible for.

·       Deliver infrastructure services and projects in collaboration with other staff and sometimes contractors across the University.

·       Build, test and apply any changes to equipment, facilities, technical and virtual architecture solutions.

·       Manage, maintain and monitor designated equipment, facilities, and systems to ensure safety, security and compliance.

·       Provide the best possible service to staff, students and others who you work with by reviewing and make suggestions to improve the service.

·       Collect, organise and record data and information accurately and provide reports and information.

·       Carry out specialist risk assessments and resolve incidents that require relevant expertise.

Planning and Organising

·       Plan and organise own workload to deliver the role.

·       Plan, manage and deliver assigned projects and activities in accordance with agreed objectives.

·       Supervise the work of staff and teams involved in delivering events or project work.

·       Seek feedback from staff, students and anyone else that you come across as part of your role to ensure that the service is being adapted to meet customer expectations.

·       Manage budgets and expenditure including buying (and returning) goods and services.

Communication/Liaison

·       Develop and improve services by taking part in meetings, working groups and committees.

·       Explain and demonstrate to others how to carry out tasks and use a range of equipment and digital services

·       Liaise with staff in other areas to provide advice in relation to any physical or virtual environment changes.

·       Create good working relationships, including internal and external networks which allow you to increase your knowledge and skills, while swapping information with peers.

·       Build relationships with contractors and third-party suppliers to share good practice, exchange information and work together on joint initiatives.

·       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.    

If an internal member of staff is appointed to this role on a secondment basis, for pension purposes this will be processed in line with Step-Up arrangements.  For further details please click here.

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.