Job Purpose
The Systems Analyst provides technical expertise, advice and support to end users regarding IT equipment for academic and teaching purposes within the College of Science and Engineering (CoSE). Reporting to the Service Desk Lead, the role involves resolving IT incidents promptly to enhance the College/School staff and student experience.
Main Duties and Responsibilities
1. To provide first and second-line software and hardware support by investigating and providing technical solutions to a broad range of technical IT incidents and requests raised by staff and PGR students across the CoSE, or escalate where necessary. This includes providing in-depth technical support for their use of IT and AV facilities, both remotely and on-site, using the Ivanti Helpdesk ticketing system.
2. Installation, configuration, and support of Student PC Lab's, end user devices and associated peripherals: laptops, desktops, tablets and mobile devices running a range of operating systems (Windows, Linux, and Apple MacOS).
3. Manage logistics for device repairs, including liaising with external vendors, engineers, and contractors. Additionally, where appropriate, monitor consumables stock levels and make purchases within a defined budget as required.
4. Maintain and update the asset inventory and documentation of computer users, IT equipment, system configurations and software licenses in various databases, and ensuring compliance with university guidelines.
5. Regularly review and update documentation, standard procedures, and guidance in conjunction with senior staff.
6. Provide advice and guidance to users on University IT policies and procedures.
7. Contribute to a strong, mutually supportive Service Delivery Team by sharing tasks, knowledge, and ideas to contribute to a process improvement culture.
8. Any other reasonable duties and projects which may from time to time be required by the Line Manager or Head of College IT.
Knowledge, Qualifications, Skills and Experience
Knowledge and Qualifications
Essential:
A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.
Or: Scottish Credit and Qualification Framework level 7 (Advanced Higher / Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent, and experience of personal development in a similar role.
A2 Detailed Technical knowledge and experience of end user computing components, specifications, and standards.
A3 Working knowledge and practical experience of operating systems and software used in the University, within a networked environment, such as Microsoft Windows, MacOS, Linux, Office365 and other main applications.
A4 Knowledge of Apple operating systems and mobile devices.
Skills
Essential:
C1 Proven customer Service, interpersonal and communication skills.
C2 Well-developed analytical and problem-solving capability, including high degree of accuracy and attention to detail.
C3 Ability to work independently, as well as part of an IT Team, using initiative and judgement to resolve problems independently.
C4 Ability to work logically and methodically when investigating IT issues, and suitably recording steps being carried out for subsequent reporting.
Experience
Essential:
E1 Experience with a range of desktop operating systems e.g. Windows, MacOS, Linux.
E2 Experience of understanding and interpreting the technical requirements of service users and implementing appropriate methods of achieving their needs.
E3 Experience providing IT support in a complex IT environment supporting users from multiple disciplines.
E4 Experience of using a ticketing helpdesk system to manage incoming jobs and recording actions.
Desirable:
F1 Experience of providing technical support in a University or Educational Institution.
F2 Experience of configuring mobile devices in a network environment.
Terms and Conditions
Salary will be Grade 5, £26,038 - £30,505 per annum.
This post is full time (35 hours per week) and open ended (permanent).
As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
As a valued member of our team, you can expect:
1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https: // www. gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https: // www. gla.ac.uk/myglasgow/staff/healthwellbeing/.
We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https: // www. gla.ac.uk/myglasgow/humanresources/equalitydiversity/.
We endorse the principles of Athena Swan https: // www. gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.
We are investing in our organisation, and we will invest in you too. Please visit our website https: // www. gla.ac.uk/explore/jobs/ for more information.
Vacancy Ref : 159413 Close Date : 08-Dec-2024 23:45