ITS Support and Operations Analyst

Job Summary

Robert Gordon University – Aberdeen’s university of choice for thousands of staff and students - has a well-established reputation as an innovative and modern workplace, with multiple awards and recognition of our courses and Schools.

As part of the ITS Operations team, you will assist with the ongoing availability of systems through monitoring of performance, capacity of servers, back-ups, which support all IT Systems. You will provide support for data and systems access through assisting callers directly or responding to formal requests. You will also be responsible for managing the full life cycle of user accounts, running of the Identity management system, and be involved in wide ranging projects across IT. In addition, you will be expected to support the IT Helpdesk by providing first level support to staff and students.

This job is demanding and rewarding as the university's needs are ever changing and being able to adapt and understand the underlying systems, services and the university’s structure is essential in the role. You'll therefore need experience of delivering support services for desktop hardware, standard desktop applications (e.g., Microsoft Office) OR demonstrable experience working in a computer operations environment, with direct responsibility at any level for carrying out operations activities (e.g., backup, system monitoring, environment monitoring, database admin, access control).

In keeping with RGU's commitment to work/life balance you will have the opportunity to work from home for a portion of the working week and also benefit from a generous pension scheme, 46 days annual leave (including statutory days) an onsite nursery and sports centre, as well as a range of voluntary health and travel benefits. 

Salary on first appointment is normally to the bottom of the scale, although in exceptional circumstances an appointment further up the scale may be considered. To apply, you'll need to send your CV and a cover letter, clearly detailing how you meet the requirements for the role.

 

Job Description

RESPONSIBLE TO: Service Desk Team Lead

RESPONSIBLE FOR: No supervisory responsibility

PURPOSE OF POST: To receive and log reported faults/queries by telephone, e-mail, or hard copy and where possible, to resolve these faults/queries directly. To monitor call progression and to escalate to an appropriate level of management any calls where progress or response falls below accepted standards.

To monitor and record performance, status, and capacity for:

• Servers
• Network
• Business and other Application Systems
• Databases
• Citrix
• VMWare

To assist in the provision of a user registration service. To carry out routine tasks designed to implement the University’s security policy and to detect breaches in security. To participate in disaster recovery tests and to have a sound understanding of relevant disaster recovery procedures in the event of a major incident. Where reported problems/faults indicate a possible major incident, to alert management according to the apparent severity of the incident. To maintain communications with the User Community advising them of key aspects of service status/known problems. While carrying out these duties to always ensure that the physical and operational security of IT systems is maintained. To carry out the above duties according to documented procedures.

PRINCIPAL DUTIES OF POST: To receive and log reported faults/queries by telephone, e-mail, or hard copy and where possible, to resolve these faults/queries directly. To monitor call progression and to escalate to an appropriate level of management any calls which have fallen out with their service level targets or where progress or response otherwise falls below accepted standards. To carry out computer backup operations to secure IT software and data to magnetic tape or other storage media, and to store these in secure locations on site and off site.

To monitor and record performance, status, and capacity for:

• Servers (hardware and operating software)
• Network (hardware and operating software)
• Business and other Application Systems
• Physical Computer Room Environments and service supplies.
• Databases
• Citrix

To assist in the provision of a user registration service. To carry out routine tasks designed to implement the University’s security policy and to detect breaches in security. To participate in disaster recovery tests and to have a sound understanding of relevant disaster recovery procedures in the event of a major incident. Where reported problems/faults indicate a possible major incident, to alert management according to the apparent severity of the incident. To maintain communications with the User Community advising them of key aspects of service status/known problems. While carrying out these duties to always ensure that the physical and operational security of IT systems is maintained. To carry out the above duties according to documented procedures. The post is closely linked to other ITS teams and we encourage crossover between the teams to further the knowledge of the core systems

 

Person Specification

ESSENTIAL REQUIREMENTS

Qualifications and Professional Membership

HNC or equivalent in computing or a related subject area or equivalent work experience/standard.

Knowledge

Skilled in the basic use of desktop operating systems (e.g., Windows, Apple OS); and desktop applications (e.g., MS Office365) Displays a responsible attitude to following procedures, keeping records, and caring for equipment and other assets familiar with the concepts of IT Security with an emphasis on user registration and access control.

Experience

Demonstrable experience of delivering support services for desktop hardware, standard desktop applications (e.g., Microsoft Office) OR demonstrable experience working in a computer operations environment, with direct responsibility at any level for carrying out operations activities (e.g., backup, system monitoring, environment monitoring, database admin, access control).

 

DESIRABLE REQUIREMENTS

Qualifications and Professional Memberships

Formal accreditation in a recognised area e.g., Microsoft Certified Professional, ITIL Foundation.

Knowledge and Experience

Familiar with management information systems, particularly those used in the University. e.g., HR/Finance/Student records/ CELCAT

Proficiency in desktop, network and server systems and their interactions, with a clear competence to provide sound problem diagnosis

Awareness of ITIL best practice

Familiar with the operation and support of relational database systems and servers e.g., Oracle Experience of computer operations in a mission critical environment.

Experience of participating in disaster recovery and business continuity planning/rehearsals. Experience of delivering support services within a formal IT Help Desk environment.

Experience of contributing to a support service in a large multi-user environment (1000+ users). Experience of participating in disaster recovery and business continuity planning/rehearsals Experience of computer operational tasks to support management information systems.

Behaviours

Behaviour 1: Communication - Ability to receive, understand and convey information requiring careful explanation and information of a complex or conceptual nature, in a clear and accurate manner

Behaviour 2: Service Delivery - Experience of exploring and adapting a service to meet customers’ expectations and identifying ways of improving standards

Behaviour 3: Initiative and Problem Solving - Experience of using initiative and creativity to resolve problems, identifying practical and suitable solutions.

Behaviour 4: Team Development - Experience of providing advice or guidance to new starts delivering training or instruction to others on specific tasks or activities