Senior IT Technician (Desktop Development)

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1 Senior IT Technician (Desktop Development) Recruitment Pack May 2015 Ref: R1729

2 Dear Applicant Thank you for your interest in this post and in the University. In this booklet you will find information about the University, Computing and Library Services and the post itself. Computing and Library Services (CLS) is a large and diverse department, as you will see from the accompanying organisation chart. Our responsibilities encompass IT infrastructure and support, library services, and archives and special collections. Uniting these areas are the common aims of supporting the University in terms of learning, teaching, research and enterprise, providing excellent customer service and being at the forefront of service delivery. Our organisational structure and ethos encourage creativity and new ideas. In recent years we can boast many successes including: Holder of the national Customer Service Excellence Award the first University department in the UK to achieve this, and receiving an outstanding assessment in 2015 Shortlisted three times for the Times Higher Education Leadership and Management Awards in the categories Outstanding Library Team and Outstanding ICT initiative Many individuals successes including Library Information Professional of the Year, National Teaching Fellow of the Higher Education Academy, and wide scale representation on national and regional professional committees. Awards of several external grants, in the areas of library impact data, open access journal publishing and digitisation. We were recently awarded over 1.5 million by the Heritage Lottery Fund for a new archives centre ( Heritage Quay ) and associated development of archives services. Winner of the IAML (International Association of Music Libraries) Excellence in Music Libraries award CLS is highly regarded within the University and we attach great importance to working in partnership with colleagues in Schools and Services. Equally important are the internal relationships within CLS and good team work. We are fortunate in having many talented and dedicated people working within CLS and I hope that having read through this booklet you will want to join us. I hope the information in this booklet proves useful and gives you sufficient guidance to pursue your application. Further information is also available on our website If you would like to have an informal discussion about the post please do not hesitate to contact Alistair Reid-Pearson on or I look forward to receiving your application. Yours sincerely Sue White, Director of Computing and Library Services

3 1. The Role Job Title: Responsible to: Purpose of Post: Senior IT Technician (Desktop Development) Technical Lead (Desktop Development) To support the development and maintenance of a range of high quality IT desktop systems and services to the University community. Primary Duties and Responsibilities 1. To provide technical development, advice and guidance to Computing Services and School technical staff, in the creation and continuous improvement of the Staff and Student Desktop environment including: Operating system build Virtual desktop environments Operating system updates Apple Mac provision 2. To provide technical development, advice and guidance to Computing Services and School technical staff, in the implementation and promotion of the Staff and Student Desktop experience including: Active Directory Management Image Deployment Servers Microsoft System Centre Technologies 3. To prioritise, respond to and resolve complex customer enquiries, as part of Computing Services incident management process. 4. To support the technical resolution of problems, as part of the Computing Services problem management process. 5. To work as part of a team in the implementation of IT system and service changes, as part of the Computing Services change management process. 6. To produce and update knowledge articles for the Computing Services knowledge base. 7. To proactively reduce faults by systematically and routinely inspecting and maintaining systems and equipment in context of operational demand and activity. (i.e. when it is appropriate and when it is needed). 8. To maintain awareness of current developments in the appropriate areas of technology, and to disseminate and share information with colleagues. 9. To participate in monitoring, assessing and improving the performance and quality of IT services. 10. To promote good practice in the use of technology in accordance with the University IT Strategy and through attending various groups and committees. 11. To undertake any other duty pertinent to the grade of the post which may be requested at any time.

4 2. The Person Attributes Essential Desirable Evidenced Experience Experience of developing, maintaining and supporting desktop environments Experience of working in a Application Form Experience of dealing with requests for help in person, over the telephone and by Further/Higher Education institution and Interview R1729 Qualifications/training Normally qualified to HND/degree level in a computing or other IT related subject; a lesser qualification may be acceptable with equivalent professional experience Application Form Special Knowledge/Ability Extensive knowledge of current common computer equipment, peripherals and mobile devices Good knowledge of Microsoft systems centre suite Good knowledge and understanding of Microsoft operating systems Good knowledge and understanding of Active Directory services Good knowledge and understanding of group policy Good knowledge and understanding of Microsoft best practice for operating system deployment Ability to quickly and effectively solve technical and other work related problems in a logical and methodical manner Good knowledge of current and emerging IT developments relevant to Higher Education, and an understanding of the role of IT in underpinning teaching, learning and research in the Higher Education environment Familiarity with IT service management frameworks (e.g. ITIL) Understanding of networks Understanding of project management concepts and terminology Knowledge of Mac operating systems Application Form and Interview Communication Excellent verbal and written communication skills including the ability to clearly explain technical concepts and solutions to a lay audience and to customers who have varying skills and abilities Personal Qualities Proven analytical and problem solving skills A pride in the quality of the work produced Adaptable, resourceful, self-motivated Professional and flexible attitude towards work Patience and ability to deal with people and situations when under pressure Strong customer service ethos, the tenacity to see problems/incidents resolved, and a strong commitment to the continuous improvement of services Excellent organisational skills, including the ability to work under pressure, to meet deadlines, and to deal effectively with conflicting priorities Ability to work as part of a team Physical Requirements Physically fit to undertake the requirements of the post Ability to move moderate weights such as computer units Interview Interview Interview

5 3. The post The post will work within Computing and Library Services, 2 nd Line team and report to the 2 nd Line IT Support and IT Training Manager. The 2 nd Line team works closely with the Service Desk and 3 rd line infrastructure teams to ensure the delivery, maintenance and continual improvement of the University desktop environments, including all staff and student desktops and the remote desktop solution UniDesktop. The post will have responsibility for the day-to-day maintenance of the desktop development service catalogue. This includes desktop systems, for example Microsoft Systems Centre Configuration Manager (SCCM), App-V and Deployment Toolkit (MDT). The post holder will also maintain Active Directory components responsible for the management of computer objects including organisation unit structures (OU s) and group policy (GPO s). The post will be expected to not only maintain these systems but to ensure continuous service improvement and be actively involved in the introduction of new services where required. The post holder will be involved in meeting KPI s associated with the University IT strategy, the Desktop Strategy and Computing and Library Services strategy. The post holder will be expected to maintain a high level of professionalism in line with the Desktop team values. Computing and Library Services 2 nd Line deliver a wide portfolio of services to staff and students. Particular services to note are the development and delivery of the University standard Desktop, support for VIP s and a liaison service to School Technicians. Hours of Work These are 37 hours per week; occasional evening and weekend duties may be required throughout the year. A flexible working hours scheme is in operation. On appointment, all Computing and Library Services staff undertake a comprehensive induction programme.

6 4. Our Offer The post provides an exciting opportunity to work in an innovative library service, leading a team of professional and talented colleagues to develop library services for the future. In return we offer a generous remuneration and benefits package: Starting salary grade 6 ( 25,747 upwards) A Career Average Revalued Earnings (CARE) Pension Scheme (Local Government Pension Scheme) 30 days annual leave plus statutory holidays Significant opportunities for professional development A friendly and supportive work environment A range of voluntary benefits 5. How to Apply Applicants are asked to complete an application form. Attention is drawn to the person requirements listed above and applicants are asked to provide evidence of their match to these criteria in some detail in their supporting statements. This information will be used to shortlist candidates. Successful applicants will be given the opportunity to meet colleagues within CLS and Academic Services as part of the interview process. The timetable is as follows: Advert closes: 1 June 2015 Interviews: 29 June 2015

7 6. Organisation Chart R1729

8 7. The University R1729

9 The University s vision is, To be an inspiring, innovative university of international renown. The University s achievements were recognised by the award of the Times Higher Education University of the Year for This follows hot on the heels of its success at the awards last year where it collected the Entrepreneurial University of the Year award. The University of the Year is awarded to an institution that has demonstrated exceptional performance in the past academic year providing evidence of particular bold, imaginative and innovative initiatives that have advanced the institution s reputation. Just some of those initiatives are: A commitment to our students with nationwide top 10 ratings for student satisfaction and graduate employability as well as a top 10 rating for financial security. The opening of the 3M Buckley Innovation Centre, a collaboration with conglomerate 3M to foster business partnerships leading to new research, technology transfer and entrepreneurial ideas. The award of a Queen s Award for Enterprise International Trade as well as a top 10 position in the 2012 International Student Barometer. A commitment to excellence in teaching Huddersfield is the only University in the UK where 100 per cent of academic staff are fellows of the Higher Education Academy which provides professional recognition of their teaching abilities. These factors, combined with a continued commitment to being a university that is at the heart of its home town and a strong commitment to be a great employer makes the University an interesting and rewarding place to work. The University consists of seven Schools, each led by a Dean Applied Sciences Art, Design and Architecture Business School Computing and Engineering Education and Professional Development Human and Health Sciences Music, Humanities and Media The professional services comprise Computing and Library Services, Estates and Facilities, Financial Services, Human Resources, International Office, Marketing and Communications, Planning and Information Services, Registry, Research and Enterprise and Student Services. The University s staff are involved in scholarship, research and reach-out activities. We want to attract and retain the best staff, provide opportunities for them to remain professionally engaged and up-to-date. We were one of the first universities in the country to achieve institutional recognition under the Investors in People Award in 1999 and we have maintained this standard ever since. We are committed to the development and support of our staff. In the Quality of Working Life Survey, looking at the satisfaction and well-being of our staff, the University of Huddersfield has higher scores across all six factors than the Higher Education benchmark, showing lower levels of stress and greater satisfaction with working conditions than the benchmark data. Our striking town centre campus straddles the refurbished Huddersfield Narrow Canal and offers extensive views of the wooded Pennine foothills. The campus combines both new and historic buildings, and since million has been invested in new facilities and buildings for our students. The University has won Civic Trust Awards for the imaginative refurbishment of historic mill buildings for the teaching of Computing, Engineering and

10 Architecture. However, we are also very proud of our contemporary architecture. Our 17 million Business School building opened in 2010 and a 22.5 million Student Central Building which opened in January 2014 providing new sports, leisure, learning and catering facilities. 8. Huddersfield The University is located close to the centre of the thriving West Yorkshire town of Huddersfield. Huddersfield has an extensive range of new retail and social developments with many new shops, cafes, bars and restaurants. Near to areas of outstanding natural beauty publicised in TV programmes such as Last of the Summer Wine and Where the Heart Is we are also in easy reach of Leeds and Manchester. Both are just 45 minutes by road and with quicker access via the regular cross Pennine rail service. Huddersfield is surrounded by a number of attractive villages in the Holme and Colne valleys and within easy reach of the Yorkshire Dales, the Peak District and the major urban centres of Leeds and Manchester. The cost of housing compares very favourably with other regions in Britain and the choice of where to live is outstanding. The town is well known for its musical traditions, including the world famous Huddersfield Choral Society and the internationally renowned Huddersfield Contemporary Music Festival. The Lawrence Batley Theatre and a large sports stadium host various cultural and sporting events respectively.

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