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EUC Support Analyst

Requisition ID:  18601
Location: 

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  21-May-2022

We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.

 

We understand how important the full employment package is to our colleagues at Newcastle University and we are committed to providing a great range of benefits and discounts for all.  You can learn more about what is available here on our Benefits Website page.

 

Salary: £26,341 - £27,924 with progression to £30,497 per annum

 

Closing Date:: This vacancy will close once the position has been filled

 

The Role

 

Over the last 18 months, we have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.

 

You will be responsible for the remote and in-person support of all end-user computing (EUC) devices. It also includes the build and deployment of new devices, as well as delivering upgrades and changes following customer requests.

 

The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; a minimum of 37 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page. We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.

 

For informal enquiries contact - Mark Gregersen (mark.gregersen@newcastle.ac.uk)

 

Key Accountabilities

  • Provision of desktop support services for PC, Mac, mobile devices and peripherals, to ensure that associated problems and service requests are resolved within agreed timescales. This includes the deployment, installation and updating of software and the provision of advice to customers
  • Responsible for the installation and replacement of equipment within Professional Services and other open learning spaces and cluster rooms
  • Responsible for specialist software and OS deployment for projects and smaller Desk Moves or building changes
  • Management of essential Systems Management Consoles such as MECM (SCCM), Active Directory, and bespoke Applications to maintain, adapt and analyse the core service deployments
  • Act as an EUC subject matter expert (SME) utilising knowledge and experience to deliver excellence in operational support, project and change delivery and help in defining the future strategy
  • Deliver any project or change related activity as part of wider NUIT or NU project teams
  • Understand and implement the Technology Roadmap and help to keep it up to date by being a SME
  • Ensure that policies, standards, procedures and guidelines are followed.
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager

 

The Person

 

Knowledge, Skills and Experience

  • Experience in delivering high-quality EUC support services
  • Experience in delivering both in-person and remote support for EUC devices including relevant support technologies
  • Experience in supporting a diverse EUC technology environment including: Windows, Mac, Chrome,UNIX and UNIX like desktops, Android, iOS
  • Experience in managing stock planning, purchasing, distribution and collection for all relevant EUC devices
  • Interest in identifying and implementing new and innovative technologies to support customer needs, drive up quality and improve value
  • A working knowledge of Cybersecurity processes and practices is essential
  • Must be willing and able to obtain any certifications required for this role including security clearances, health and safety regulations, working in hazardous environments etc. Must be willing and able to work in all University settings including medical laboratories, human tissue laboratories, hazardous areas etc.

 

Attributes and Behaviour

Team Working

  • Encourages and facilitates collaboration, cooperation and results
  • Inspires, motivates and guides more junior team members

Embracing Change

  • Supports organizational change agents to improve maturity and practices, in support of University goals and strategy
  • Mobilizes themselves to support and enable change efforts

Finding Solutions

  • Analyses situations quickly and effectively to determine the best way to deliver the required result
  • Keeps their technical knowledge up to date and has a wider understanding of the technology landscape inside and outside their area

Delivering Services

  • Sets and accomplishes challenging goals
  • Defines standards in terms of doing what is appropriate and doing it well
  • Leads by example in delivering high-quality outcomes that they take responsibility for


Qualifications

  • A relevant technical qualification (HNC/HND equivalent) or equivalent technical experience
     

Newcastle University is committed to being a fully inclusive Global University that actively recruits, supports and retains staff from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.

 

The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers and is a member of the Euraxess initiative supporting researchers in Europe.