Second Line Analyst Derby 2024

3 days ago

Derby, Derby, United Kingdom University of Derby Full time

Are you an experienced or recently qualified Computing Graduate?

This is an exciting opportunity for an experienced or recently qualified graduate to work within our award winning Digital Services and Solutions Team.

We transform futures via industry-relevant, expert teaching, from foundation and undergraduate degrees through to postgraduate study and research, and effective digital provision is central to our continued success.

Join us, and you can play a crucial part in delivering a modern and secure digital environment for our students and staff. You can also expect exceptional investment in your future and the chance to take your career anywhere you want to go, all whilst working for an organisation committed to success and positive civic impact at regional, national and international level.

Working within a sector leading digital department, The Second Line Analyst role will be based in a hugely supportive environment, providing a huge variety of IT skills and knowledge with lots of opportunities to develop. Delivering 1st and 2nd line support, which involves all aspects of the University business, both remotely and out in the field. Our aim is to have the best engineers at the frontline of the University of Derby, supporting our staff and students.

If you are highly motivated, engaged, and thrive on sharing new ideas, this is the role for you.

Principal accountabilities

System support & exploitation
  • To deliver support to University IT systems in accordance with IT strategy, Strategic priorities and Business service requirements.
Security & compliance
  • Ensure the University IT systems managed within your area of operation are secure and compliant to all necessary regulatory and legal requirements. Work with the other departments in IT Services to ensure robust security systems and processes are in place and where possible are automated and auditable.
Service improvement
  • Ensure the University IT systems within your area of operation are delivered to support the changing demands of the Institution on the IT systems including increasing efficiency, quality of service and provision of a 24x7 service.
  • The Operations & Response Centre Delivery Analyst may be asked to deliver 24/7 Out of hours support on a rota basis to support the team.
  • The Operations and Response Centre Delivery Analyst will be asked to ensure support, via a rota across the Service Delivery Function, is provided 8am to 9pm.
  • The Operations & Response Centre Delivery Analyst will develop, nurture and utilise expertise for the benefit of customers and colleagues.
Business continuity
  • The L5 Service Technician may be asked with service recovery, when there are clear recovery priorities, with well documented, proven recovery plans, supporting the Service Delivery Managers to continually improve Business Continuity processes.
Key interfaces
  • The L5 Service Technician will have a 'can do' approach, fostering and continually improving a sense of service culture by collaboration and liaison across the department.
Policies, procedures and standards
  • To develop and document policies, procedures and standards relating to your area of operations delivery within the Service Delivery function and support the Service Delivery Managers to ensure these are regularly reviewed and updated.
Relationship management
  • To support the Service Delivery Managers in developing customer service with key stakeholders/customers within the University.
  • The Service Technician, in striving to deliver operational and customer service excellence, will support the Service Delivery Managers by acting as an ambassador to Digital Solutions and Services and will seek to maintain good business relationships within Digital Solutions and Services and the wider institution.
  • The Operations & Response Centre Delivery Analyst will demonstrate and encourage inclusivity, trust and rapport across all relationships
  • To support clear, effective, and timely communication from Digital Solutions and Services to its internal and external stakeholders.
  • To support the management team in maintaining the profile of the Service Delivery Division.
  • To promote and exemplify the University's values and behaviours.
Customer service
  • To support the Service Delivery by ensuring that operations related customer services are delivered efficiently and to a high standard, encouraging continuous improvement.
Site responsibility
  • The Technician will assist the Service Delivery Managers with overall site responsibility from a Digital Solutions and Services perspective for nominated sites and escalate any issues that cannot be resolved locally.
Person specification

Essential criteria

Qualifications:

  • Relevant Degree/HND or demonstrable equivalent experience.

Skills, knowledge and abilities:

  • Broad knowledge of a range of technologies e.g. application delivery, networking, operating systems, and their capabilities and benefits.
  • Evidenced ability of acting as an exemplar individual in terms of high performance within a multi-disciplinary IT delivery team and contributing to the overall team's performance constructively and professionally.
  • Understanding of information security and governance.
  • Creative and Innovative approach to successfully providing a consistent, high quality operational service, challenging system and process that do not focus on the customer needs.
  • Ability to evidence excellent communication, engagement, persuasion and influencing skills (verbal and written).
  • Strong analytical skills, ability to be decisive and takes ownership of problems.
  • Responsive to customer needs, consultative and collaborative.
  • Ability to deliver within tight deadlines in a demanding environment.
  • Attention to detail and determination for excellence.
  • Commitment and enthusiasm for continuous improvement and encourages innovation.
  • Creates a service culture within and across teams.
  • Develops and utilises expertise for the benefit of customers and colleagues. Can apply knowledge quickly to new challenges.

Business requirements:

  • Requirement to participate in Response Team Rota.
  • Flexibility with regard to working hours and travel between sites.
  • Engagement with Students to ensure Service if fit for purpose, and to assist with Student employability.
  • Willingness and flexibility to travel and work between University and external sites in a cost effective and timely manner.
Desirable criteria

Qualifications:

  • Professional and /or technical qualifications, e.g. PRINCE 2 /ITIL / CCNA / MCP or substantial, applied equivalent experience.

Experience:

  • Experience of maintaining, operating, troubleshooting Audio/Visual equipment.
  • Experience of operating, developing AV management tools e.g. Crestron systems/Fusion etc.
  • Working within a Higher Educational Institution.

Skills, knowledge and abilities:

  • Scripting skills e.g. PowerShell
  • Understanding of the importance of prioritising resources, experience of working with external 3 rd party contracts, and delivering service against SLA's and OLA's.

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