c >• 01 .ti Q. U> O oi <u > .c c Further Particulars This document includes information about the role for which you are applying and the information you will need to provide with the application. 1. Role details Vacancy reference: 8884 Job title: Regional IT Facilitator Reports to: Regional Services Co-ordinator Salary: £20,764 - £23,352 Terms and conditions: Support Staff Grade: 5 Duration of post: Permanent Working hours: Full time Location: Nottingham Closing date: 12 noon on Thursday 4 April Type of application form accepted: Full application form and covering letter Number of referees required: Two Unit recruitment contact: [email protected] Human Resources HRG158 Issue 2 January 2010 Page 1 of 5 2. Summary of duties The role holder provides the local and 'first line' response to requests for IT and Telephony allocation and support from all staff based in the East Midlands region. User support: • First point of contact for IT support, responding with assessment of hardware faults, user incidents, software issues; resolving or liaising with Central IT to facilitate a resolution • Monitoring the regional IT box • Local point of contact for anti-virus protection and response • Providing induction, instruction and guidance to users, including one-to-one training where appropriate on data management and use of software packages, PCs, printers, laptops, AV and VC equipment, telephone systems and mobile technology (e.g. iPads) • Setting up, providing support and troubleshooting video conferences • Member of regional Incident Response Team • Maintaining data confidentiality of the University and of individual users • Providing support for remote working • Contributing to Region's Health & Safety policy Hardware: • Liaison with Central IT over supply, storage and installation of new equipment and removal of redundant equipment • Maintain IT inventory using OU's database • Ensuring all IT equipment is regularly maintained, updated and ready for use, and dealing with tickets raised through the central housekeeping programme • Liaising with 3rd party maintainers with regard to hardware faults, oversee their work whilst on site and store work log sheets • Liaising with Regional Services staff, ensuring the day-to-day physical security of equipment, maintaining loan equipment and logging usage Networking/ communications: • Liaison with Central IT for all IT services including failure of Comms Room equipment, internet services, VC and corporate systems • Work closely with the Sub-Unit IT Co-ordinator to ensure a continuous improvement ethos within regional IT services • To assist Network Support Group (NSG) staff in day-to-day housekeeping tasks and assist and liaise with NSG staff in the diagnosis and resolution of network and telephony faults under supervision from NSG • To patch and re-patch Network and telephony services within the Regional Centre • To report telephone faults and request changes to telephone services to the University's telephone maintenance contractor through Central IT • To assist NSG staff in major network and telephone project, such as office moves, equipment upgrades etc. Active directory and account administration • Resetting OU network passwords using Active Directory/ snap-in utility • Request new accounts for permanent staff and visitors • Creating, managing and deleting shares and permissions on network attached storage/ nodal servers • Creating new groups and assigning access to shares, remove old groups, add and remove users from groups • Creating Guest Network accounts for visitors (using the University's internal system) and Human Resources HRG158 Issue 2 January 2010 Page 2 of 5 sending their records to Central IT • Maintenance of AD entries for computers and mobiles, enabling and disabling equipment appropriately Additional duties: • Support creation and maintenance of regional intranet pages • Identifying IT and other equipment needs for the region and individual staff and recommending solutions • List Manager Administrator using LM2001 for maintenance of email distribution lists • Supporting the Regional Services Manager in their records management/ data protection officer role • Maintain awareness of relevant procedures and technologies deployed by Central IT • Member of IT support groups as appropriate • Maintaining knowledge of relevant developments in IT • Co-ordination of DSE in the location All staff are expected to: • Comply with the University's Health & Safety and Equal Opportunities policies in the performance of their duties • Take reasonable care of the Health & Safety of themselves and that of any other person who may be affected by their acts or omissions at work • Co-operate with the Open University in ensuring as far as is necessary, that statutory requirements, Codes of Practice, University policies and Departmental Health and Safety arrangements are complied with • Have a strong commitment to the principles and practice of equality and diversity. This is not intended as an exhaustive list of duties or a restrictive definition of the post but rather should read as a guide to the main priorities and typical areas of activity of the post- holder. These activities are subject to amendment over time as priorities and requirements evolve and as such it may be amended at any time by the line manager following discussion with the post-holder. 3. Person specification The successful candidate will need to demonstrate the following experience, qualifications and competencies: Essential • A range of qualifications at Level 2, including English and Maths and/ or substantial equivalent experience • Knowledge and experience of Microsoft desktop systems within a work environment and of Microsoft Office, with a good understanding of customer service procedures • Significant experience in networked systems and user support in an office environment • Good understanding of LAN and WLAN Networking principles and protocols • Evidence of continuing professional development • Strong team player with the ability to work on own initiative • Excellent organisational and time management skills using a range of strategies to work efficiently and effectively under pressure to meet deadlines • Confident and highly proficient user of IT - particularly MS Word, Excel, Outlook, including Human Resources HRG158 Issue 2 January 2010 Page 3 of 5 custom built databases and networks • Ability to identify and resolve technical problems quickly and efficiently • Good interpersonal skills and ability to communicate in a clear and concise way • Can-do approach to problem solving and delivering high quality customer service (face to face, on-line and on the telephone) • Commitment to continuous improvement • Ability to self-start whilst operating in an environment with standardised systems and procedures • Flexible approach to working hours (occasional requirement) • Willingness to travel to Milton Keynes and other locations on occasion Desirable • Qualification in IT • Level 3 qualifications • Knowledge of external IT developments and changing software/ hardware • European Computer Driving License (ECDL) qualification • Experience of supporting telephony systems • Understanding of distance learning and/ or the higher education environment 4. Role specific requirements e.g. Shift working This is a full time (37 hours per week) role. Some out of hours work may be required occasionally. 5. About the unit/department The Open University's East Midlands Region covers the counties of Nottinghamshire, Leicestershire, Northamptonshire, Lincolnshire, Rutland, Derbyshire (apart from the High Peak) and part of Staffordshire. The Regional Centre is located at Clarendon Park, Sherwood Rise, Nottingham, NG5 1AH close to the city centre and is the base for a team of over 100 academic, administration, secretarial and clerical staff. We currently provide support services for over 10,500 students based in the East Midlands as well as for 3,000 nation-wide students studying postgraduate courses in Mathematics, Computing and Technology. Staff are involved in planning and organising large-scale operations, using new technology to produce materials and information, and effective management of resources to produce and deliver services to schedule. All staff are concerned with the maintenance and improvement of our high standards of support to individual students and have a strong customer service ethos. Important issues currently facing the University include student recruitment and retention in the increasingly competitive higher education environment. During the next few years, there will be changes to the patterns and mechanisms for supporting students. It is therefore important that staff are flexible in their approach to work and the duties that they undertake. 6. How to obtain more information about the role or application process If you would like to discuss the particulars of this role before making an application please contact Julie Murray on 0115 9625451. If you have any questions regarding the application process please contact Helen Desforges Human Resources HRG158 Issue 2 January 2010 Page 4 of 5 on 0115 9625451 x.65151 or email [email protected]. 7. The application process and where to send completed applications You will need to complete a full application form and covering letter. CVs will not be accepted without an accompanying application form and covering letter. Please ensure that your application reaches the University by 12 noon on Thursday 4 April. Applications received after the closing date