Technical Analyst - Unified Communications

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De Montfort University is a university of quality and distinctiveness, distinguished by our life-changing research, dynamic international partnerships, vibrant links with business and our commitment to excellence in learning, teaching and the student experience. The contribution of the Information Technology and Media Services (ITMS) directorate is essential in the delivery of the corporate strategy for the university to maintain the quality of its provision and its distinctiveness.

The university is continuing to make a significant investment in its IT and media services provision to ensure the delivery of a consistent, high quality IT and media services across the university. As part of this agenda, we are looking to recruit an experienced, enthusiastic and self-motivated Technical Analyst into the Unified Communications team. While the key focus will be on the main duties and responsibilities, role holders will ensure that staff and students are at the heart of every service delivery.

You will join a team of technical specialists and be responsible for the configuration and operation and support of email and telephony services. This role requires a technical understanding of Microsoft Exchange 2010 and VOIP solutions (preferably Microsoft Lync) as well as a level of understanding of legacy telephony systems.

To be responsible for operation, configuration, maintenance and support of the email and telephony communication systems required to support the University operation for staff and students.

1. Responsible for the configuration and operation of staff email services to include all security aspects, account management, systems monitoring and support. In addition and as required provide support for student email services.

2. Support all university telephony, using both VOIP systems and Legacy PBX. To include system programming, providing reports, system monitoring, creating & amending user accounts and access control.

3. Provide a support service for Unified Communications systems ensuring high availability, and delivery of service to agreed service levels. Respond to incidents and provide technical responses and solutions to the Service Controls team in the event of high priority incidents.

4. Manage the configuration and implementation of proactive system changes, patches and enhancements to ensure all server infrastructure remains highly available, secure and recoverable in the event of failure. Ensure that all changes are reviewed via CAB and that appropriate stakeholder communications are maintained throughout the change process.

5. Provide input to the team to support operational relationship management with suppliers and vendors.

6. Work with other teams within ITMS to continuously look at pragmatic ways that inter-team working can be improved by sharing information, knowledge and best practice. Identify and suggest solutions to any process gaps that appear and help build a collaborative culture based on transparency, openness and trust

Duties of the role

7. Support the transfer of knowledge within the team and ensure appropriate documentation is kept up to date.

8. Contribute to the delivery, development and review of the university’s overall ICT strategy related to the provision of desktop and mobile services.

9. To assist in the development of a culture based on Continual Service Improvement.

10.Form alliances and relationships with key stakeholders across the University to enable effective delivery of services, raising the profile of ITMS and ensuring clear, effective communication with internal and external stakeholders.

11.Ensure compliance with the University’s standards for information systems, security and technology in line with the relevant legislation and audit requirements.

12.Remain innovative and stay abreast of all relevant industry and technological developments in the market place and provide advice to Management on how to take advantage of these to support the development of initiatives that deliver the University’s objectives.

13.Represent ITMS and the University on internal and external groups as appropriate.

14.Support agreed key IT services outside of core business hours as part of a departmental call out rota

15.Perform any other duties commensurate with the job grade as reasonably required from time to time.

16.Treat all DMU staff, students, contractors and visitors with dignity and respect. Provide a service that complies with the Equality Act 2010, eliminating unlawful discrimination, advancing equality of opportunity and fostering good relations with particular attention to the protected characteristics of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief (or none), sex and sexual orientation.

Qualifications and Training:

A-Level or equivalent vocational education.

ITIL Certification

Previous Work Experience:

Experience of providing an IT support service to end-users across a broad range of communications systems.

Experience of delivering Microsoft Exchange email services.

Experience of delivering services to industry best practice.

Knowledge:

A broad technical knowledge of Unified Communications technologies including legacy telephony, VOIP, email & collaboration tools.

Ability to support the integration of legacy telephony equipment into VOIP environment.

A general understanding of the concepts of data security and backup management including business continuity planning

An understanding of legislative requirements in relation to information and data management.

Customer Service:

An understanding of service management methodologies particularly, incident, problem and change.

Excellent customer service skills, with an ability to work consultatively whilst ensuring a consistently high standard of service.

Leadership and Management:

Ability to manage supplier relationships and develop partnerships with suppliers.

Problem Resolution:

Strong analytical and problem solving skills.

Ability to recognise opportunities for improvement and a consistent approach to continuous improvement

Ability to act as a point of contact for major service outage and support major incident resolution.

Strong organisational skills and the ability to prioritise workloads and maintain service levels.

Liaison and Communication:

Excellent communication skills (verbal and written) and well-developed influencing and negotiating skills.

Additional Requirements:

Ability to be part of an on-call rota that supports key IT services outside of core business hours

Resilient and confident to drive through change.

To find out more and apply for this role please click the APPLY button.

Closing Date: 15 March 2015

Interview Date: 25 March 2015