Durham University
Technical Analyst (EUC)
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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 in our Digital Strategy.
CIS is a friendly, but demanding department, where much is expected and can be achieved by competent, self-motivated individuals who demonstrate team work ability. The department works in a hybrid (remote and on-site) capacity depending on the job role and individual personal requirements.
The post holder will support End User Computing services relating to the supply, installation, and lifecycle coordination of endpoint hardware, including PCs, Macs, phones, and tablets. The role requires the ability to assess hardware requirements, operate the team’s fulfilment processes, and ensure requests are delivered efficiently in line with organisational standards. Knowledge of hardware standards and processes will need to be shared across the team. The ability to collect and manage information, administer hardware-related records and supply requests, and communicate effectively with stakeholders are all key.
The role involves regular manual handling activities including lifting, carrying, and moving PCs and related equipment, in line with safe working procedures.
The base location for this role is Boldon House, our exciting new professional services hub. Boldon House is situated on the outskirts of Durham near the Arnison Centre in Pity Me. Boldon House brings a number of professional services teams together in a vibrant office environment which supports collaborative working and is designed to embrace hybrid working. To find out more, visit the project webpage: Boldon House – Durham University.
What you need to demonstrate when you apply/Person Specification
Your application should cover the following criteria:
Essential Criteria
Qualifications/Experience
- Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics or a Post-16 qualification or equivalent experience.
- Experience in a similar role or environment.
- Experience of working collaboratively with other team members to ensure the delivery of high-quality services.
- Experience of contributing to the delivery of systems, services, and processes.
- Experience of providing advice and guidance to a range of customers and colleagues
- Experience of managing time to meet deadlines.
Skills/Abilities/Knowledge
- Strong digital competence across a range of endpoint devices including Macs, PCs, Linux, Android and iOS phones and tablets
- Attention to detail, process driven.
- Committed to continuing professional development.
- Ability to solve problems yourself and as part of a team and plan appropriate solutions.
- Ability to provide support for PC deployment projects.
- Ability to participate in social networks to share and discuss good practice and exchange information.
- Ability to assess and interpret user hardware requirements, translating business needs into appropriate technical solutions.
- Strong communication skills, including the ability to manage expectations and communicate decisions clearly and professionally.
- Ability to explain technical concepts, limitations, and policies to non-technical users in a clear and accessible way.
- Experience in request triage, prioritisation, and coordinating fulfilment to meet service targets or SLAs.
- Knowledge of hardware standards, procurement processes, and device lifecycle management within an organisational environment.
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Desirable Criteria
- ITIL Foundation
- A good understanding of PC Hardware technology
- Full UK Driving Licence
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 supporting 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, Peter Chrichard would be happy to speak to you. p.j.chrichard@durham.ac.uk
Typical Role Requirements
Hardware Fulfilment related activities
Hardware Processing, e.g. rebuilding PCs
Administrative activities relating to loss, theft, damage, and repairs
Service Delivery
· Contribute to equality, diversity and inclusion, and the University’s values.
· 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 such as support call handling and make recommendations based on your findings.
· Enhance Durham University’s reputation by providing support to the running of internal and external outreach activities.
· Monitor and analyse the use of equipment and resources to ensure efficiency and report your findings to senior colleagues.
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· Continually review what is required from staff, students and others who you work with to make sure the best possible service is provided.
· Monitor feedback on the services provided by your area of working and identify changes that will improve the service level that is provided and compliance.
· Ensure that information used to analyse the service being delivered is accurate and provide reports and analysis of patterns and trends to senior colleagues.
· Prepare reports for consideration by senior managers.
· Support the welfare of our students and refer them to appropriate support services when necessary.
Planning and Organising
· Plan and organise own workload to deliver the role.
· Organise and schedule assigned resources, activities and events.
· Monitor processes and activities to ensure team priorities are met.
· Help manage and coordinate events, conferences and other activities.
Teamwork
· Provide specialist support and advice to team members on hardware and supply related matters.
· 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 students, 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
· Update and apply changes to processes and procedures.
· Use your knowledge and expertise to provide advice and guidance to resolve problems and respond to a wide range of queries.
· Provide instruction and demonstrations to others within your area of working.
· 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.
· Liaise with staff in other areas to ensure that services are being delivered in an efficient and collaborative way.
· Record information such as bookings for activities/events and share with internal partners.
· Contribute and engage with staff and students on promotional activities, events and presentations.
· Create good working relationships with internal and external partners and suppliers to work together on joint initiatives.
· Build relationships with contacts and contribute to internal and external networks to share good practice and exchange information.
· Provide induction for external service providers, contractors and specialists.
· 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 Job Applicants/Potential Job Applicants - Privacy Notice which provides information on the collation, storing and use of data.
Durham University is a UKVI sponsor. Applicants who require sponsorship to work in the UK should note that not all roles are eligible. Further information on visa requirements and eligibility can be found on the UKVI website.
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