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Information Services

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  • 1. Information Services Introduction The University of Nottingham is an international research-led institution and is consistently ranked among the world’s top 100 universities for the quality of its excellent teaching, research and facilities. Information Services (IS) provides a range of IT and library resources and services to around 40,000 students, postgraduates and staff at The University of Nottingham campuses. This includes 6000 live staff mailboxes, 34,000 live student mailboxes, 1700 computers available in computer rooms as well as access to over one million books and journals, 650,000 electronic resources, three million manuscripts and a range of special collections of national importance. The department has three divisions: Customer Services, IT Systems and Research and Learning Resources and works closely with Schools and Central Support Services across the University’s Nottingham and international campuses. Customer Services Customer Services is responsible for all points at which customers use IS services and facilities. This includes: • Planning and delivering frontline services in libraries, computer and teaching rooms as well as the IT helpdesk, switchboard services, accommodation and service quality management. • The Connected Campus development programme - a major IS strategic initiative that is designed to improve the way IS supports the research, learning and business activities of the University. • IS marketing and communications strategies and activities. • Providing IT training for end users. • Audiovisual and IT support for all computer rooms including teaching and language computer rooms Service quality management. IT Systems IT Systems is at the centre of the University’s communications and data systems. It is responsible for the IT infrastructure and for buying, developing and supporting IT systems to look after the University’s academic and administrative needs across all campuses including: • Managing the University’s voice and data network. • Managing and delivering central IT services and systems. • Managing and integrating all University IT systems in particular business systems including HR, Finance, Payroll, Student Records, Portal and Web application as well as specialist teaching and research applications. • Providing local IT support. Research and Learning The Research and Learning Resources division manages information resources for research, learning and teaching and provides support for their use. This includes: • Buying and managing library collections (printed and electronic) including Manuscripts and Special Collections. • Developing technologies/products to support the University’s eLearning strategy e.g. virtual/managed learning environments such as Second Life. • Organising exhibitions from our own collections including items on loan from private collections. Further information For more information about the IS department, including a review of some of the projects and initiatives delivered by IS, visit our website at: www.nottingham.ac.uk/is You can also read the department’s latest Annual Review at: www.nottingham.ac.uk/about/administrative/is/publications-policies.php Visit the main University website at: www.nottingham.ac.uk
  • 2. THE UNIVERSITY OF NOTTINGHAM Job Title: Desktop Development Group Leader Department: Information Services – IT Systems Division Salary: £27,319 - £35,646 per annum, depending on qualifications and experience (salary may progress to £38,951 per annum, subject to performance) The Purpose of the New Role: This post forms part of a team responsible for providing desktop maintenance and developments to University machines across all Schools and Departments. The remit of the role is to lead on the service deployed across all Faculties and Departments and be responsible for the development of future initiatives in conjunction with other teams in IS. The Group Leader is responsible for raising awareness on the potential future adoption and integration of key desktop services offered by IS to the IT Support Section. The person appointed is expected to collaborate with IT Support teams to provide IT Support and liaison to other areas of the University for desktop infrastructure queries working in line with the University IS strategy. The person appointed will also provide line management for a group of Desktop Support Analyst staff within this team. Main Responsibilities: Main Responsibilities % time per year 1. Manage the Desktop Development group within the Admin IT Support Team. Plan organise and review, with the IT Support Team Leader (ITSTL), the group’s programme of work to agree priorities, ensure service levels are met and that there is effective use of time and resources. Manage the common welfare of the group, providing training, activity/performance review, and including motivational and performance monitoring to ensure that the work of the group is carried out to required standards and to maximise individual contributions. Ensure accurate documentation, recording and reporting to ensure quality information provision by the group (e.g. Supportworks, inventory, monthly group reports, maintain collaborative knowledge base). Deputise for ITSTL at team and section level as necessary. 10% 2. Plan and participate in the installation, support and maintenance of a range of software on the IS Desktop, Netware and UNIX platforms. This will involve detailed liaison with IT Support Teams, Schools and Departments to establish their research, teaching and operational requirements and with the IS teams responsible for particular platforms. Provide feedback on behalf of the group to the ITSTL to constantly assess/monitor the impact of the services provided by the Desktop Development Group and recommend or suggest changes for service improvement. 20% 3. Providing second line support for applications and desktop images deployed across the University. Liaise with and discuss current desktop issues with other IT Support Teams, both within IS and Schools, to ensure and share best practice and to contribute to policy and planning. IT liaison between the Desktop Development Group and specialist sections within Information Services. Assist ITSTL in providing specialist third level specialist advice (strategic planning, consultancy and development) to the University, which may include representation on internal and external groups, influencing others’ thinking and negotiation to achieve an outcome. 20% 4. Management of existing, and future, software licenses for which IS has responsibility (e.g. CHEST) to ensure that the University complies with its obligations under them, including the provision of a channel of communication between the end user and the software supplier. Management of FlexLM licensing service. 10% RECRUITMENT ROLE PROFILE FORM
  • 3. 5. Manage the rolling replacement programme and procurement of PCs for computer rooms and the creation of desktop images for base staff image, computer room desktop and exams including development and evaluation and distribution via Tivoli. 20% 6. Develop personal technical and managerial skills and maintain a broad knowledge of all developments in the rapidly changing discipline of IT through study and experimentation. 5% 7. Assist ITSTLs and other IT Support Group Leaders (ITSGLs) and provide cover when necessary to ensure a consistent quality of service for the whole University. 3% 8. Specialist projects as agree.d with my ITSTL to develop new ideas within IS. 10% 9. Provide tailored IT skills induction and training to staff and students. Produce guides and instructions for staff and students as necessary, with particular focus on new or changed functionality. 2% 10. Any other duties as appropriate to the level of the post including some out of hours on- call support. Knowledge, Skills, Qualifications & Experience Essential Desirable Qualifications/ Education HND (or equivalent) in IT or allied subjects and work experience in a relevant role. OR Proven track record in a similar role. An honours degree (or equivalent) Any industry standard qualifications including MCSE, Comptia A+ etc. Skills/Training Clear understanding of enterprise level IT strategies and policies. Troubleshooting and problem resolution skills developed in a work place environment - minimum 50 networked PCs/users - including: o Microsoft Office Suite. o Windows desktop operating systems. o Use of WWW. o Client/server e-mail systems. o PC/network/server connectivity. Knowledge of the principles of leadership and management of small groups. Working in an academic environment Troubleshooting and problem resolution skills in: o Outlook/Exchange Server 2003. o Windows server 2k series. o Active Directory. o Non-Windows operating. systems (e.g. Linux/Unix/ Macintosh OSX). Knowledge of the principles of ITIL or work in an environment where ITIL has been adopted. Experience Use, support and deployment of: o Microsoft Office applications. o Other PC based applications. o E-mail/e-messaging systems. o Internet applications. o PC hardware. o Other IT hardware and peripherals. o Software installation and delivery tools. Providing face-to-face support to a wide range of users and abilities across all levels and areas of an organisation Server support/admin. Virus detecting software. Data Protection Issues. Electrical safety checking procedures. Imaging & cloning PCs. Health and Safety issues. IT Security issues. Supervisory experience. Producing work and IT solutions to tight deadlines. Project management. Personal Skills Excellent team working skills. including the ability to support colleagues and share expertise. Excellent oral and written communication skills. Excellent organisational skills and the ability to prioritise work under pressure. Ability to motivate and direct colleagues. Ability to communicate with people at all levels. Ability to present complex technical concepts in a clear manner. Ability to contribute to strategic planning. Flexible approach to duties. Broad interest in IT. Presentation skills.
  • 4. An ability to rapidly gain new technical IT skills quickly in a rapidly changing environment. Positive approach to customer care. Ability to effectively manage own time and work on own initiative. Excellent telephone manner. Decision Making i) taken independently by the role holder; Decisions with a short term impact to provide immediate support/problem resolution. Day-to-day decisions for constant improvement of work practices and procedures for the group. Prioritise requests for the Desktop Development Group. Delegating IT support work to members of the group. Advising University staff on specifications for new PCs or IT equipment. Proactively offer IT/IS advice and support to IT Support Teams and University. Discretionary technical decisions for local IT solutions and interpretation of the University IS Strategy. Purchases of equipment that is the current standard and for which a budget has been allocated. In emergency, or in absence of Team Leader, to provide immediate support or problem resolution when necessary. Advising on the appropriate use and exploitation of IT services. Anticipating difficulties, where they might arise and taking proactive measures to minimise their impact – identifying resource requirements to resolve any issues (people, technological solutions, etc.) as appropriate. Identification of Staff training and development requirements for the Group. ii) taken in collaboration with others; Staff training and development for members of the group. Strategic IT support policies and impact assessment. Implementation of standards and procedures for the Group. Purchase of equipment which is not the current standard or for which a budget has not yet been allocated. Changes to systems to enhance functionality, or resolve problems, that require information from or affect other groups or teams within IS. In emergencies and in the absence of colleagues, take decisions about making changes to resolve problems that are having a major impact on services, involving action that in turn may themselves have a major impact. iii) referred to the appropriate line manager (please name) by the role holder. Approval to attend external meetings and courses (Team Leader). Issues significantly impacting on the work of other Groups, Teams or Sections, or affecting strategic University-wide projects (Team Leader). Cases of IT/Network Abuse (Group Leader). Final decisions on purchases from IS budgets (Section Head). Local technical IT solutions that may have wider resource implications for Information Services or elsewhere in the University (Team Leader). Major decisions with financial or political consequences to the University. Scope of the Role This is a new post within a newly created group in IT Support. It has been created in order to streamline the development of desktop services across IS and would combine a number of functions that are currently managed across various parts of IT Systems Division. The group would be responsible for the following: • Planning and procurement of PC replacements for computer rooms. • Management of the PC Purchasing Contract. • Image creation for base staff image, computer room desktop and exams including development and evaluation. • Planning, scheduling and distribution of images via Tivoli and other mechanisms. • Packaging of applications for delivery via AppV and SCCM. • Planning, scheduling and distribution of applications via AppV, SCCM and other mechanisms. • Purchasing of application licences and regular review of usage (in consultation with budget holder (DF)). • Management of the Microsoft licensing arrangements (both Select and Campus). It is likely that the
  • 5. purchasing element will be outsourced to Insight. • Installation and management of application updates: on both server and desktop. Liaison with Systems and Security to ensure Windows and Antivirus updates are tested with desktops. • FlexLM licensing service configuration and licence management. • Basic support for software applications (if it doesn’t work) – escalation from Helpdesk and management of maintenance agreements. • Software audit. • Power management and other initiatives associated with the desktop. Once a desktop is released and “live” then standard IT Support teams would be responsible for resolving problems as at present. This post is open to job share. Informal enquiries may be addressed to Mr D Stapleton, IT Support Team Leader, tel: 0115 951 3350 or Email: Daniel.Stapleton@Nottingham.ac.uk Please note that applications sent directly to this Email address will not be accepted. Please quote ref. LS/00366.
  • 6. purchasing element will be outsourced to Insight. • Installation and management of application updates: on both server and desktop. Liaison with Systems and Security to ensure Windows and Antivirus updates are tested with desktops. • FlexLM licensing service configuration and licence management. • Basic support for software applications (if it doesn’t work) – escalation from Helpdesk and management of maintenance agreements. • Software audit. • Power management and other initiatives associated with the desktop. Once a desktop is released and “live” then standard IT Support teams would be responsible for resolving problems as at present. This post is open to job share. Informal enquiries may be addressed to Mr D Stapleton, IT Support Team Leader, tel: 0115 951 3350 or Email: Daniel.Stapleton@Nottingham.ac.uk Please note that applications sent directly to this Email address will not be accepted. Please quote ref. LS/00366.

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