Application and Infrastructure Specialist

We welcome applications from candidates with disabilities, neurodiversity and long-term health conditions, and we are committed to ensuring fair treatment throughout the recruitment process.

We will make adjustments to support the recruitment and interview process wherever it is reasonable to do so and, where successful, adjustments will be made to support people within their role.

If you are unable to complete your application via our recruitment system or would like to discuss any reasonable adjustments to support you in the application process, please get in touch with us on e.recruitment@durham.ac.uk

Job Description - Application and Infrastructure Specialist (24002023)

Computing and Information Services

Grade 7: £37,999 to £45,163 per annum

Open-Ended/Permanent - Full Time

Closing Date

03-Dec-2024, 11:59:00 PM

Disclosure and Barring Service Requirement: Not Applicable.

At Durham University we are proud of our people. A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other.

The purpose of the role is to support and enable University staff and students to use their IT effectively in teaching, research and operations. As a member of the Computing and Information Services (CIS) Service Desk team, the post holder will be expected to provide effective and customer-focused support to all users of University IT in a timely and professional manner.

It requires a passion for customer service delivery, problem-solving, and communication skills, as well as a high level of IT knowledge.

You will be expected to show leadership skills where appropriate. This may include technical, team, and project leadership or the drive to implement a proposed service improvement.

You will be working closely with all teams across Computing and Information Services supporting professional support services, Durham University students, academic departments, and research institutes.

Delivering specialist services as an expert technologist with a good understanding of operating systems including Windows, Mac, Linux, and network technologies.

Proactively working with 1st, 2nd, and 3rd line CIS colleagues to investigate, triage, and implement solutions, whilst identifying trends and persistent incidents. As required, provide management for the delivery of high-quality IT infrastructure and application support across the University.

Promote and foster positive and highly collaborative approaches to problem-solving and incident prevention whilst motivating, mentoring, and coaching team members. Creating and maintaining internal service documentation, liaising with relevant service owners where appropriate ensuring accuracy. This includes the development of FAQs, collating existing support documentation, and providing training where necessary.

Being a point of contact for the IT service desk and the wider department to interpret, analyse, and resolve complex infrastructure, application, and technical information. Contribute to the design and development of intelligent applications, AI solutions, and innovation within the service desk function. Take responsibility for monitoring and updating risk assessments and safety procedures, including cyber security for the service, providing guidance to others where necessary and promoting best practice within the team and wider university.

Boldon House is situated on the outskirts of Durham near the Arnison Centre in Pity Me. Boldon House will bring a number of professional services teams together in a vibrant office environment which supports collaborative working and is designed to embrace hybrid working.

Working at Durham

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits:

• 30 Days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 42 days per year.
• The University closes between Christmas and New Year.
• We offer a generous pension scheme, As a new member of staff you will be automatically enrolled into the University Superannuation Scheme (USS).
• No matter how you travel to work, we have you covered. We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.
• There is a genuine commitment to developing our colleagues professionally and personally. There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University. All staff have dedicated annual time to concentrate on their personal development opportunities.
• Lots of support for health and wellbeing including discounted membership for our state of the art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
• On-site nursery is available plus access to holiday camps for children aged 5-16.
• Family-friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers).
• The opportunity to take part in staff volunteering activities to make a difference in the local community.
• Discounts are available via our benefits portal including; money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions.
• A salary sacrifice scheme is also available to help you take advantage of tax savings on benefits.
• If you are moving to Durham, you may be eligible for help with removal costs and we have a dedicated team who can help you with the practicalities such as house hunting and schools. If you need a visa, we cover most visa costs and offer an interest-free loan scheme to pay for dependant visas.

Discover more about our total rewards and benefits package here.

Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work. As a University, equality, diversity, and inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do.

We welcome and encourage applications from members of groups who are under-represented in our workforce including people with disabilities, women and black, Asian and minority ethnic communities. If you have taken time out of your career, and you feel it relevant, let us know about it in your application. If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role.

When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role. Your application should cover the following criteria:

1. Educated to degree level (or equivalent experience).
2. Professional practitioner with knowledge and expertise in IT service provision.
3. Experience of participating in internal or external networks to share and discuss good practice and develop strong and productive working relationships (UCISA, RUGIT etc).
4. Experience of delivering and developing specialist IT provision services.
5. Experience of providing specialist advice and guidance to a range of customers and colleagues, including more senior colleagues.
6. Experience of implementing policies and procedures and supporting service improvements.

1. Excellent spoken and written communication skills including the ability to develop effective working relationships, both internally and externally.
2. Strong digital competence across a range of digital devices and apps including digital communication tools, Microsoft 365 applications, business systems.
3. Achievement of recognised industry and professional standards supported by relevant courses or certifications.
4. Committed to continuing professional development to maintain professional recognition.
5. Professional knowledge and experience of compliance and regulations.
6. Ability to solve problems and decide on and plan appropriate solutions.
7. Ability to play a key role in the delivery of infrastructure projects.
8. Knowledge and experience of health and safety issues, such as risk assessments.
9. Knowledge and experience of ensuring compliance with regulatory and organisational policy and guidelines.

• ITIL 3 or 4 Foundation.
• AgilePM Foundation.
• Experience of intelligent applications and AI solutions within the service desk function.
• Experience of working with Microsoft 365 Apps (Including PowerAutomate, Power BI)

To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above. It will be at the discretion of the recruiting panel as to whether they will also consider any desirable criteria, but we would urge candidates to provide evidence for all criteria.

Contact details
For a chat about the role or any further information please contact Andy Scott - Head of User Services - andrew.scott@durham.ac.uk

1. Show a commitment to equality, diversity and inclusion and the University’s values.
2. Provide specialist advice and guidance relating to your professional area of expertise in line with the University’s policies, regulations and values.
3. Operate as a point of expertise for colleagues and other stakeholders, helping to interpret and resolve complex infrastructure and technical problems.
4. Manage the delivery of infrastructure support services across the University to a high standard.
5. Provide the best possible service by continually reviewing what is required from staff, students and others who you work with and contribute to ideas and service improvements.
6. Provide specialist knowledge and support when interpreting and analysing complex data and information sources.
7. Look for ways to improve processes, techniques and outputs/results across all areas of your work.
8. Identify any learning needs that should be met by the service and design activities and arrange any training.
9. Ensure safe working practices by monitoring and updating risk assessments and safety procedures.

1. Plan, manage and deliver assigned projects and activities using appropriate techniques, tools and protocols to deliver agreed objectives and solve any problems which you encounter.
2. Schedule and monitor projects, maintenance and installation works, and other key activities across the University.
3. Seek feedback from staff, students and other key stakeholders so that the service is being planned and adapted to meet customer expectations and future needs.
4. Meet the development needs of your stakeholders providing training when required.
5. Manage budgets and expenditure including buying (and returning) goods and services.

1. Use your operational expertise to lead and participate in business meetings, working groups and sub-committees.
2. Provide regular status reports on projects and ongoing work to colleagues, service users and managers, highlighting any risks and contingency plans.
3. Interact and collaborate with other specialists across the University to ensure the integrity and delivery of consistent services including the use of modelling and analytical tools, methods and standards.
4. Promote and encourage a collaborative approach to problem solving and project delivery in order to motivate, mentor and coach less experienced project staff.
5. Create positive working relationships, including internal and external networks, using your networks to increase your knowledge and skills and swap information with peers.
6. Liaise with internal and external agencies, local authorities, industries and visitors where required.

• Any other reasonable duties.