Senior AV Analyst

Senior AV Analyst Apply Post Details

Full time Open ended

The closing date for applications is midnight on Sunday 14 April 2024. Interviews are expected to take place w/c 22 April 2024.

There is an expectation that work will be undertaken in the UK.

For the purposes of sponsorship, this is a role under SOC code 2135.

The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role. We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.

The Post

The Senior AV Analyst is part of the AV team working as part of the Information Centre which provides first and second line support to staff, students and visitors in the use of university IT services and facilities. This role is focussed on the support and development of the AV facilities across the whole University, including: teaching rooms, lecture theatres, meeting rooms and social study spaces.

The Senior AV Analyst is a technical expert in the AV environment and assists with the technical planning, development and provision of modern learning, teaching and meeting facilities across the campus. We have made a multimillion-pound investment in our AV facilities over the past year, including state of the art AVoIP solutions, interactive displays with wired and wireless connectivity, configurable PTZ cameras and high-quality audio input/output and we are in the process of implementing remote management and support tools. The role holder will work closely with IT support teams to ensure the AV facilities across the University are monitored, supported and maintained to a high standard.

Working alongside our IT Service Desk, the AV team are responsible for the ongoing development, maintenance, support and training for our AV and other IT equipment across the University, including: learning spaces, computing labs, meeting rooms, events spaces, digital signage and social spaces. The team procure and commission new equipment, providing a responsive support and maintenance service and ensuring that our community is trained in the use of our equipment and facilities and have the necessary digital skills required to use them effectively.

The Senior Analyst is often the first point of contact with users and in addition to their technical competence, they must possess excellent customer service skills. The role is a senior role requiring advanced technical skills, with the ability to analyse and diagnose faults, provide technical solutions or guidance, and develop user support materials and internal documentation. The post-holder must demonstrate an effective use of ITIL processes and standards in the delivery of this function to agreed service levels, performance indicators, targets and objectives, as defined by service level agreements. The role is essential in the effective delivery of a high performing IT/AV support service, improving the experience of students, staff, and stakeholders.

The core working hours of the post are 36 per week. Out of core hours support is required for some University events.

Description of Duties

Lead on the IT support function for AV related incidents and service requests:

Monitor the IT Service Management system for new AV related incidents and service requests, processing these based on priority and urgency

Provide remote and in-person technical support for IT/AV technologies in learning and teaching spaces, focussing on a fast and efficient resolution

Working with the University events team to ensure that key University events, such as graduations, public events, open days etc all run smoothly with the appropriate level of AV support

Support the AV Team Leader in the continuous development and improvement of AV services and facilities:

Support the liaison with suppliers and contractors in the design and implementation of AV solutions

Undertake thorough testing and evaluation of pilot/test equipment as our solutions are developed and evolved, particularly as new technologies emerge

Communicate effectively, both internally and with users, ensuring accuracy, timeliness and clarity at all times:

Maintain a high level of accuracy in all spoken and written communications throughout the life span of an enquiry; demonstrate active listening to hear the concerns or requirements of our users, and to unpick the nature of the issue presented; translate technical issues or solutions into plain English responses which are jargon-free and users can understand

Lead on the ongoing development, review and maintenance of user support materials across a range of channels including the knowledgebase, website and others

Maintain accurate records in the ITSM platform and other systems or databases:

Ensure accurate logging of support requests and responses; maintain datasets in support of asset management, contract management, configuration management, etc

Contribute to the operations of the IT Service Desk, including:

Take the lead on AV issues as they are reported to the Service Desk. Support Service Desk colleagues in their ability to effectively triage AV incidents

Train and support colleagues, sharing new knowledge, documentation or changes to process and procedure

Undertake regular (short) shifts working on the IT service desk, in order to maintain knowledge of the IT support function and wider IT trends, with and alongside service desk colleagues handling IT support tickets

Take responsibility for own learning and development to keep up to date with changes to technologies and frequent changes to processes in a constantly evolving service. Have an active interest in new technologies and awareness of their potential impact on the provision of learning and teaching facilities

Essential Criteria

Qualifications

Educated to degree level OR

Significant experience in an AV technical role

Knowledge & Experience

Substantial technical AV knowledge and a wide-ranging understanding of all types of AV equipment relevant to their duties

Experience of providing technical support during teaching and conference events, or similar

Working knowledge of basic network services and protocols relevant to modern AV systems including AVOIP

Demonstrable experience of writing formal documentation including user support materials and of communicating across a broad range of channels

Experience of delivering excellent customer service

Good technical knowledge of core tools and services such as Windows, Microsoft 365 (Teams, SharePoint, PowerPoint and others), web browsers, mobile technologies (iOS and Android operating systems)

Skills & Attributes

Team worker with proven track record in working within a team environment

Excellent customer service skills

Excellent communication skills with the ability to communicate appropriately and effectively with a wide range of users, in person, over the phone, digitally and in writing

Highly organised approach to managing workload, with the ability to work calmly and systematically in a busy environment; prioritising work as required in order to meet agreed deadlines

Desirable Criteria

Qualifications

Relevant qualifications / certifications e.g.

Control system programming Crestron

Dante level 3

Avixa CTS qualification

Knowledge & Experience

Experience of working in a second-line AV support role

Experience with a helpdesk ticketing system

Experience of a Digital Signage system

Experience of working in Higher Education

Behaviours and Competencies

The role holder will be required to evidence that they can meet the qualities associated with the following behavioural competencies, as detailed within the AUA Competency Framework.

Managing self and personal skills Being aware of your own behaviour and mindful of how it impacts on others, enhancing personal skills to adapt professional practice accordingly.

Delivering excellent service Providing the best quality service to external and internal clients. Building genuine and open long-term relationships in order to drive up service standards.

Finding solutions Taking a holistic view and working enthusiastically to analyse problems and to develop workable solutions. Identifying opportunities for innovation.

Embracing change Being open to and engaging with new ideas and ways of working. Adjusting to unfamiliar situations, shifting demands and changing roles.

Using resources effectively Identifying and making the most productive use of resources including people, time, information, networks and budgets.

Engaging with the wider context Enhancing your contribution to the organisation through an understanding of the bigger picture and showing commitment to organisational values.

Developing self and others Showing commitment to own ongoing professional development. Supporting and encouraging others to develop their professional knowledge, skills and behaviours to enable them to reach their full potential.

Working together Working collaboratively with others in order to achieve objectives. Recognising and valuing the different contributions people bring to this process.

Achieving Results Consistently meeting agreed objectives and success criteria. Taking personal responsibility for getting things done.

About Us

Information Services delivers the library, IT, digital learning technology and other information needs and services to enable all students and staff of the University of Stirling to learn, research and work here. Our mission is to equip and empower our users and ourselves to function and achieve successful outcomes in the digital age. We strive to achieving excellent customer service and always aim to exceed our users' expectations.

The University

The University of Stirling is committed to providing education with a purpose and carrying out research which has a positive impact on communities across the globe – addressing real issues, providing solutions, and helping to shape society. Stirling is 4th in Scotland and 43rd in the UK for research impact, with 87% of its research having an outstanding or very considerable impact on society – and more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021).

The University of Stirling is ranked among the top 30 UK universities for student satisfaction (National Student Survey) and top 30 in the UK for postgraduate student experience (Postgraduate Taught Experience Survey), and has an overall five-star rating in the QS Stars University Ratings.

More than 17,000 students study with the University of Stirling globally, with over 140 nationalities represented on its scenic central Scotland campus alone. The University – also home to 1,700 staff – is ranked first in the UK and top three in the world for its campus environment (International Student Barometer 2022, wave two). Ranked first in the UK and top five in the world for its sports facilities (International Student Barometer 2022, wave two), Stirling is Scotland's University for Sporting Excellence. Its world-class facilities provide the perfect training environment for the University's sports scholars – many of whom compete at the highest level, including at the Olympics and Commonwealth Games – and for students, staff, and the wider community.

The University has twice been recognised with a Queen's Anniversary Prize – the first for its Institute for Social Marketing and Health (2014) and the second for its Institute of Aquaculture (2019).

The University is a signatory to the £214 million Stirling and Clackmannanshire City Region Deal and a central partner of the Forth Valley University College Health Partnership. www. stir.ac.uk @stiruni

Job number

SERV01870

Contract Type

Open Ended

Posting End Date

14-Apr-2024

Location:

Stirling Campus

Grade

Grade6 £29,605-£36,024 p.a.

Faculty/Service

Information Services Post Details

Full time Open ended

The closing date for applications is midnight on Sunday 14 April 2024. Interviews are expected to take place w/c 22 April 2024.

There is an expectation that work will be undertaken in the UK.

For the purposes of sponsorship, this is a role under SOC code 2135.

The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role. We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.

The Post

The Senior AV Analyst is part of the AV team working as part of the Information Centre which provides first and second line support to staff, students and visitors in the use of university IT services and facilities. This role is focussed on the support and development of the AV facilities across the whole University, including: teaching rooms, lecture theatres, meeting rooms and social study spaces.

The Senior AV Analyst is a technical expert in the AV environment and assists with the technical planning, development and provision of modern learning, teaching and meeting facilities across the campus. We have made a multimillion-pound investment in our AV facilities over the past year, including state of the art AVoIP solutions, interactive displays with wired and wireless connectivity, configurable PTZ cameras and high-quality audio input/output and we are in the process of implementing remote management and support tools. The role holder will work closely with IT support teams to ensure the AV facilities across the University are monitored, supported and maintained to a high standard.

Working alongside our IT Service Desk, the AV team are responsible for the ongoing development, maintenance, support and training for our AV and other IT equipment across the University, including: learning spaces, computing labs, meeting rooms, events spaces, digital signage and social spaces. The team procure and commission new equipment, providing a responsive support and maintenance service and ensuring that our community is trained in the use of our equipment and facilities and have the necessary digital skills required to use them effectively.

The Senior Analyst is often the first point of contact with users and in addition to their technical competence, they must possess excellent customer service skills. The role is a senior role requiring advanced technical skills, with the ability to analyse and diagnose faults, provide technical solutions or guidance, and develop user support materials and internal documentation. The post-holder must demonstrate an effective use of ITIL processes and standards in the delivery of this function to agreed service levels, performance indicators, targets and objectives, as defined by service level agreements. The role is essential in the effective delivery of a high performing IT/AV support service, improving the experience of students, staff, and stakeholders.

The core working hours of the post are 36 per week. Out of core hours support is required for some University events.

Description of Duties

Lead on the IT support function for AV related incidents and service requests:

Monitor the IT Service Management system for new AV related incidents and service requests, processing these based on priority and urgency

Provide remote and in-person technical support for IT/AV technologies in learning and teaching spaces, focussing on a fast and efficient resolution

Working with the University events team to ensure that key University events, such as graduations, public events, open days etc all run smoothly with the appropriate level of AV support

Support the AV Team Leader in the continuous development and improvement of AV services and facilities:

Support the liaison with suppliers and contractors in the design and implementation of AV solutions

Undertake thorough testing and evaluation of pilot/test equipment as our solutions are developed and evolved, particularly as new technologies emerge

Communicate effectively, both internally and with users, ensuring accuracy, timeliness and clarity at all times:

Maintain a high level of accuracy in all spoken and written communications throughout the life span of an enquiry; demonstrate active listening to hear the concerns or requirements of our users, and to unpick the nature of the issue presented; translate technical issues or solutions into plain English responses which are jargon-free and users can understand

Lead on the ongoing development, review and maintenance of user support materials across a range of channels including the knowledgebase, website and others

Maintain accurate records in the ITSM platform and other systems or databases:

Ensure accurate logging of support requests and responses; maintain datasets in support of asset management, contract management, configuration management, etc

Contribute to the operations of the IT Service Desk, including:

Take the lead on AV issues as they are reported to the Service Desk. Support Service Desk colleagues in their ability to effectively triage AV incidents

Train and support colleagues, sharing new knowledge, documentation or changes to process and procedure

Undertake regular (short) shifts working on the IT service desk, in order to maintain knowledge of the IT support function and wider IT trends, with and alongside service desk colleagues handling IT support tickets

Take responsibility for own learning and development to keep up to date with changes to technologies and frequent changes to processes in a constantly evolving service. Have an active interest in new technologies and awareness of their potential impact on the provision of learning and teaching facilities

Essential Criteria

Qualifications

Educated to degree level OR

Significant experience in an AV technical role

Knowledge & Experience

Substantial technical AV knowledge and a wide-ranging understanding of all types of AV equipment relevant to their duties

Experience of providing technical support during teaching and conference events, or similar

Working knowledge of basic network services and protocols relevant to modern AV systems including AVOIP

Demonstrable experience of writing formal documentation including user support materials and of communicating across a broad range of channels

Experience of delivering excellent customer service

Good technical knowledge of core tools and services such as Windows, Microsoft 365 (Teams, SharePoint, PowerPoint and others), web browsers, mobile technologies (iOS and Android operating systems)

Skills & Attributes

Team worker with proven track record in working within a team environment

Excellent customer service skills

Excellent communication skills with the ability to communicate appropriately and effectively with a wide range of users, in person, over the phone, digitally and in writing

Highly organised approach to managing workload, with the ability to work calmly and systematically in a busy environment; prioritising work as required in order to meet agreed deadlines

Desirable Criteria

Qualifications

Relevant qualifications / certifications e.g.

Control system programming Crestron

Dante level 3

Avixa CTS qualification

Knowledge & Experience

Experience of working in a second-line AV support role

Experience with a helpdesk ticketing system

Experience of a Digital Signage system

Experience of working in Higher Education

Behaviours and Competencies

The role holder will be required to evidence that they can meet the qualities associated with the following behavioural competencies, as detailed within the AUA Competency Framework.

Managing self and personal skills Being aware of your own behaviour and mindful of how it impacts on others, enhancing personal skills to adapt professional practice accordingly.

Delivering excellent service Providing the best quality service to external and internal clients. Building genuine and open long-term relationships in order to drive up service standards.

Finding solutions Taking a holistic view and working enthusiastically to analyse problems and to develop workable solutions. Identifying opportunities for innovation.

Embracing change Being open to and engaging with new ideas and ways of working. Adjusting to unfamiliar situations, shifting demands and changing roles.

Using resources effectively Identifying and making the most productive use of resources including people, time, information, networks and budgets.

Engaging with the wider context Enhancing your contribution to the organisation through an understanding of the bigger picture and showing commitment to organisational values.

Developing self and others Showing commitment to own ongoing professional development. Supporting and encouraging others to develop their professional knowledge, skills and behaviours to enable them to reach their full potential.

Working together Working collaboratively with others in order to achieve objectives. Recognising and valuing the different contributions people bring to this process.

Achieving Results Consistently meeting agreed objectives and success criteria. Taking personal responsibility for getting things done.

About Us

Information Services delivers the library, IT, digital learning technology and other information needs and services to enable all students and staff of the University of Stirling to learn, research and work here. Our mission is to equip and empower our users and ourselves to function and achieve successful outcomes in the digital age. We strive to achieving excellent customer service and always aim to exceed our users' expectations.

The University

The University of Stirling is committed to providing education with a purpose and carrying out research which has a positive impact on communities across the globe – addressing real issues, providing solutions, and helping to shape society. Stirling is 4th in Scotland and 43rd in the UK for research impact, with 87% of its research having an outstanding or very considerable impact on society – and more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021).

The University of Stirling is ranked among the top 30 UK universities for student satisfaction (National Student Survey) and top 30 in the UK for postgraduate student experience (Postgraduate Taught Experience Survey), and has an overall five-star rating in the QS Stars University Ratings.

More than 17,000 students study with the University of Stirling globally, with over 140 nationalities represented on its scenic central Scotland campus alone. The University – also home to 1,700 staff – is ranked first in the UK and top three in the world for its campus environment (International Student Barometer 2022, wave two). Ranked first in the UK and top five in the world for its sports facilities (International Student Barometer 2022, wave two), Stirling is Scotland's University for Sporting Excellence. Its world-class facilities provide the perfect training environment for the University's sports scholars – many of whom compete at the highest level, including at the Olympics and Commonwealth Games – and for students, staff, and the wider community.

The University has twice been recognised with a Queen's Anniversary Prize – the first for its Institute for Social Marketing and Health (2014) and the second for its Institute of Aquaculture (2019).

The University is a signatory to the £214 million Stirling and Clackmannanshire City Region Deal and a central partner of the Forth Valley University College Health Partnership. www. stir.ac.uk @stiruni