IT Service Desk Technical Analyst (24001917)

The role of the IT Service Desk Technical Analyst involves serving as the initial point of contact for University IT users, which includes staff, students, and visitors. The analyst will utilise various communication channels such as LiveChat, Self Service, Telephone, Email, and Face to Face interactions to meet user requests, provide assistance, and resolve incidents and issues. The successful candidate will be expected to deliver effective and timely support to all University IT users while prioritising customer satisfaction. In addition, the post holder should possess a desire to acquire new technical skills and be adaptable to changing work requirements, including the possibility of working extended hours. Occasional travel may be required to attend user groups or conferences, 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,

• Show a commitment to equality, diversity and inclusion and the University's values.
• When carrying out your role, apply relevant industry and professional standards to ensure that our facilities are safe, secure and appropriate for public access and use.
• Respond to queries and provide information/advice, while raising more specialist or complex queries with more experienced team members.
• Use your experience and problem-solving skills to investigate and resolve issues relevant to your role and make recommendations based on your findings.
• Use your technical knowledge and specialist skills to build, adapt, repair services using the resources available to you.
• Ensure that information used to analyse services is accurate and provide reports and analysis of patterns and trends to senior colleagues.
• Monitor and analyse the use of equipment and resources to ensure efficiency and report your findings to senior colleagues.
• Manage and monitor the use of components, resources and equipment.
• Deliver infrastructure support services relating to IT Services to support the University's activities.
• Support the use of assistive technologies, and applications to meet security and safety requirements.
• Continually review what is required from staff, students and others who you work with to make sure the best possible service is provided.
• Prepare safety documents and risk assessments relating to activities across the estate.
Planning and Organising
• Plan and organise own workload to deliver the role.
• Organise and schedule assigned tasks, activities.
• Monitor processes and activities to ensure team priorities are met.
• Help to plan and evaluate the services provided by your area to ensure that requirements from your service are being met.
Teamwork
• Provide specialist support and advice to team members on IT Service Desk related process and procedures.
• Make changes to the services provided by your team in discussion with other team members.
• Identify opportunities and contribute to decisions on how to improve services being delivered by the team.
• Seek feedback from staff and anyone else that you come across as part of your role on their requirements from your service and recommend improvements to senior colleagues.
Communications/Liaison
• Use your knowledge and expertise to provide advice and guidance to resolve problems and respond to a wide range of queries.
• Provide instruction and demonstration to others within area of working beyond immediate team.
• Explain and demonstrate tasks to others to ensure that components, equipment and processes are used correctly.
• Create good working relationships with other team members and anyone else that you come across as part of your role to work together on joint activities.
• Create good working relationships with internal and external partners and suppliers to work together on joint activities.
• Build relationships with contacts and contribute to internal and external networks to share good practice and exchange information.
• Liaise with outside agencies, local authorities, suppliers and visitors to ensure that services are safe and secure.
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.

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, including a Service Desk or Helpdesk environment. 3. Experience of working within a team to ensure the delivery of high-quality services. 4. Experience of contributing to the delivery of 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, For Example Mac, Windows, Linux, Android OS,Office 365 applications, Azure Platforms, Robotic Process Automation 9. Industry or professional knowledge/recognition relevant to the role supported by relevant courses or certification For example Service Desk Institute (SDI) Analyst qualification, ITIL Foundation version 3 or later. 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. 14. Ability to participate in networks to share and discuss good practice and exchange information. Desirable Criteria 1. Experience of Microsoft power platforms or alternative process automation tools. 2. Experience of managing or supervising a team.

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. Find out more about the benefits of working at the University and what it is like to live and work in the Durham area on our Why Join Us? - Durham University The Role and the Department 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 185 staff. The Senior Leadership Team report directly to the Chief Information Officer (CIO) 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.

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 plus access to holiday camps for children aged 5-16.
• 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.
Discover more about our total rewards and benefits package here. 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.