ICT Operations Analyst

Transcription

1 ICT Operations Analyst Candidate Brief Location ICT Operations Team, Information Services, Bernard King Library Grade/Salary Grade 6, 25,513-30,434 Hours 36.5 Contents Section Abertay University 1 The Service & Area 2 The Role 3 Person Specification 4 Competencies 5 Appointment Details 6 Application Process 7 1

2 1. Abertay University Abertay University is a modern, innovative and distinctive university with around 5,000 students, which has made its mark with high quality, well-directed teaching and research, and a stimulating and enriching experience for its students. The quality of its research is well recognized externally. The University has a strong tradition of innovation in delivery and established an international reputation as a leading-edge centre of excellence for computer games technology. Abertay is committed to being an excellent university, equal to the best in Scotland and making its own unique contribution to society. For more information on our mission and vision please visit: The Campus The campus itself is an eclectic mixture of everything from the Edwardian Old College to our outstanding and award-winning Bernard King Library. The heart of the University lies in Bell Street, with most teaching and learning facilities, offices, research centres and the Library all within just a few yards of each other. The City of Dundee Dundee is a historic city set in a beautiful, sunny location on the east coast of Scotland. The West End of the city is popular, with its historic 19 th century buildings and protected conservation area status, as are outlying towns such as Broughty Ferry and Carnoustie to the east. Dundee also enjoys a convenient central location which means you are always a short distance from other great locations within Scotland, from the North Sea coast to spectacular glens and forests, to the country s historic capital and financial hub Edinburgh, and to Glasgow the vibrant shopping and commercial centre. As well as being a compact city, Dundee has good schools and affordable property prices. Although little more than an hour s drive away from Edinburgh, Glasgow and Aberdeen, Dundee s property prices can easily be half those of Scotland s largest cities. Further information about Dundee is available at: 2

3 2. The Service and Area Information Services is a converged Library and ICT service comprising seven teams that directly support almost all areas of University business activity. The Service has approximately 60 staff and is headed up by the Head of Information Services, Mr. Michael Turpie. The vision for the Service is to achieve excellence in everything we do and contribute significantly to the future transformation of the University. Our staff deliver innovative, sustainable and responsive services that help advance teaching, learning and research for the benefit of all students and staff. An exciting opportunity has arisen within Information Services as an ICT Operations Analyst in the ICT Operations Team. Reporting to the ICT Operations Team Leader you will work with all levels of staff within Information Services and across the University and contribute to the efficient running of the Service. 3. The Role The ICT Operations Analyst will possess extensive expertise in one or more of the team s core support functions - network/voip, servers and storage, audiovisual, printing and end user computing. They will join a team providing high level operational monitoring, maintenance troubleshooting and support for the University s ICT services. Primarily, this role will provide specialist ICT support for the end user computing function covering PC/Macs, managed print services and tablet computers as well as associated software and peripherals in an enterprise Microsoft windows environment. You will be involved in event management and 2nd line incident resolution and request fulfilment as well as contributing to problem management, service improvement and service transition activities. You will also make a significant contribution to projects and other activities that meet strategic and operational planning objectives. There may be a requirement to be on call evening and weekends with appropriate payment or time off during the normal working week. Additionally, you will be expected to provide advice and guidance in your area of expertise to colleagues and the wider University community and assist in the realisation of value added benefits from new and existing ICT services. You will ensure where appropriate, all work undertaken meets University quality standards and priorities and that you comply with appropriate legislation at all times. You are expected to be autonomous when carrying out your duties and make a significant contribution to the effectiveness and development of the teams in which you work and the service as a whole. What you ll be expected to do 1. Perform significant and complex operational/housekeeping/troubleshooting/maintenance tasks and activities related to PC/Macs, printing and mobile devices in a complex enterprise environment to meet business requirements. 3

4 2. Perform general operational support tasks and activities related to networks, servers and storage, printing, PC/Macs, mobile devices, VoIP and AV to meet business requirements, 3. Carry out 2 nd line incident resolution and request fulfilment escalating to 3 rd line, if required. 4. Prepare user documentation, reports, operational guidelines, FAQs, promotional material etc. 5. Provide technical assistance to 3 rd line support for resolving major incidents. 6. Carry out access management activities. 7. Implement and test continual service improvement initiatives. 8. Monitor backups and carry out recovery activities, as required. 9. Monitor the status of systems and infrastructure and provide proactive event management at 1 st line. 10. Carry out the physical installation and operational configuration of standard ICT equipment. 11. Provide data as required for the reporting of ICT service performance and operational risk monitoring. 12. Identify risks and advise on countermeasures, carrying out actions to reduce risk as required. 13. Carry out release planning and deployment activities as part of the service transition process. 14. Participate fully in training and staff development and train others to enhance skills to support the user. 15. Assisit with product evaluation and selection, as required. 16. Foster and maintain relationships with staff, suppliers and other relevant groups including contacts outside the University to promote the service as a whole and to ensure that services are responsive to needs. 17. Ensure that the necessary security of all data and software is maintained. 18. Work collaboratively with members of your team and across Information Services to ensure the reliability and robustness of ICT services provided as a whole. 19. Take part in project teams and deliver within pre-determined timescales. 20. Ensure a positive perception of the Service through an effective and efficient execution of specified duties using appropriate skills through interaction with users. 21. Coach and mentor staff to aid staff development and improve service delivery. 22. Carry out all appropriate duties required for the successful delivery of ICT services provided by Information Services. 23. Deputise for the relevant line manager, when required. Special features of the job The hours of work will be 08:45-17:03 (5 days a week). There may be a requirement to work evenings and weekends with appropriate payment or time off during the normal working week. There may a requirement to be on call evening and weekends with appropriate payment or time off during the normal working week. A flexitime system is in operation for all Information Services staff. Operation of the scheme is based on the operational requirements of your team. 4. Person Specification Attributes Essential Selection Criteria Desirable Selection Criteria Education/Qualifications Relevant qualification at degree or postgraduate degree level and/or extensive relevant job experience. PRINCE2 Foundation qualification. ITILv3 Foundation qualification. Vendor specific qualifications, such as Microsoft, VMWare, Cisco etc. 4

5 Knowledge and Experience Extensive proven experience of deploying and supporting Windows and Mac based PCs and applications in a complex enterprise environment. Experience of managing an enterprise print service and software. Experience of using software management tools and applications to routinely monitor and manage ICT Services. Experience of providing high level 2 nd line incident management and request fulfilment for ICT services. Experience in contributing to service transition activities Experience of coaching and mentoring others to improve skills and service delivery. Experience of providing operational management support for servers and storage in an enterprise Windows, VMWare, Cisco UCM/NetApp environment. Experience of installation, moves, adds and changes to VoIP and edge network devices. Experience of managing, maintaining and deploying audio-visual equipment. Experience of mobile device management and support. Competencies Self-starter with a proactive approach to work activities. Strong verbal & written communication skills to suit , telephone and face to face contacts with users at all level. Experience of working in a user facing technical support role Ability to work collaboratively across team and departmental boundaries Analytical and organised approach to troubleshooting, analysing and diagnosing technical problems. A commitment to developing knowledge and skills and transferring this experience back into the workplace Ability to communicate with vendors and maintainers at a technical level. Lead service improvement initiatives to improve service quality, service levels and services offered. Ability to adapt and work fast and accurately under pressure Good time management and well organised Accurately document work and keep guides and procedures up to date. Experience of continuous improvement change activities. Staff supervisory and training skills. An ability to manage projects and deliver within pre-determined timescales. Working in a tertiary education environment. 5

6 5. Competencies In order to achieve Abertay University s goals all employees need to demonstrate the following competencies: Effective Communication Definition: The use of appropriate communications media and methods, to convey, explain or discuss information in a manner that is clear and accurate for the target audience. The ability to use verbal, written and electronic media to receive and convey straightforward information. Liaison and Networking Definition: Active participation in, contribution to or leadership of internal/external networks which build positive relationships and promote collaborative/interdisciplinary working. The ability to effectively develop and maintain relationships with internal and external contacts through the provision of front line service support. Initiative and Problem Solving Definition: Showing desire for continuous improvement in individual and team performance by actively contributing to problem solving and responding positively to opportunities for development. The ability to show initiative in identifying and handling problems with regards to the role and to contribute to team decisions. Teamwork and Motivation Definition: Working with others in a co-operative and collaborative capacity to motivate and, where necessary, lead teams to achieve their objectives. The ability to effectively contribute to a team by working collaboratively and providing support to others. Planning and Organising Definition: Proactive planning, prioritisation and organisation of work activities and resources to ensure best value is achieved whilst maintaining service availability and quality standards. The ability to show initiative in identifying and handling problems with regards to the role and to contribute to team decisions. 6

7 6. Appointment Details Salary will be within the range 25,513 to 30,434 a year on Grade 6 of the University s salary scale. The post is full-time and the hours of work are 36.5 hours per week. The annual holiday entitlement is 28 days, plus 8 University closure days. If the post is part-time, the holiday entitlement will be reduced pro rata. The leave year is October to September. If the post is part-time, or appointment is made part-way through the year, holiday entitlement will be reduced pro rata. You will automatically be enrolled to the appropriate pension scheme LGPS from the start of your employment. 7. Application Process All applications are being handled by Eden Scott. If you have any enquiries regarding the post, please contact: Megan Vinten on megan.vinten@edenscott.com or Committed to Equal Opportunities The University of Abertay Dundee is a Scottish Registered Charity, No: SC