Total 2 Senior Executive information technology job vacancies in ah plymouth clinic

We are seeking to appoint a highly motivated, well-organised individual to the post of Senior Information Adviser. You will be based at the Charles Seale-Hayne Library (at our City Centre Campus) and will report to a Service Operations Managers OR Information Specialist and work collaboratively to deliver a customer focused, cost effective and efficient library and digital support service.

What will you be doing?

• First and second line Library and IT Support e.g., resolution of face to face and remote enquiries.
• Delivering standard digital skills training to students and others e.g., Endnote basics, Microsoft basics etc. 
• Administrative duties in support of Information Specialists and collection development e.g., reading lists and order checks, book orders, design of content for promotion and displays, updating subject guides, etc. 
• Collecting & collating management statistics.
• Participating in stakeholder engagement/consultation (communications, surveys, focus groups etc).
• Designated projects as appropriate.

We are looking for a positive and pro-active individual with excellent customer service skills who is comfortable liaising with teammates, academics, professional service staff and external customers alike, with a flexible approach to working in a busy team. 

Please provide examples of how you meet the skills below in the ‘Supporting Statement’ section of the application form 

Required skills include: 

• Demonstrable enthusiasm and skillset regarding customer service, problem solving and analytical thinking.
• Effective verbal and written communication skills.
• Ability to work effectively as part of a team and to promote team goals.
• Demonstrable ability to adopt new digital technologies and tools and stay up to date with developments in the digital environment.
• Aptitude and motivation to deliver training to students or others (role holders are not expected to design their own training or support materials but will  deliver pre-prepared training in support of existing programmes of Digital Skills support).
• Aptitude and motivation to investigate, advise and resolve, or refer issues and difficulties when necessary. 

For an informal discussion or further information, please email abigail.allen@plymouth.ac.uk

Closing date: 12 Midnight, Monday 27th May 2024

Interviews are likely to take place week commencing Monday 10th June 2024 and you will be notified if you have been shortlisted or not.

This is a full-time, permanent position, working 37 hours a week Monday to Friday plus weekends on a rota basis 

Flexible working options including job share will be considered.

We offer a competitive salary package and a generous pension and holiday scheme. We also offer a range of other benefits, including ongoing development opportunities.

A summary of our comprehensive benefits can be viewed here.

A successful external candidate for this position would be employed by the University of Plymouth Services Limited, a wholly owned subsidiary of the University of Plymouth. Employees of the University of Plymouth Services Limited work alongside the University of Plymouth colleagues in delivery of Plymouth’s strategic vision, and will adopt the University of Plymouth’s HR policies and procedures in full unless otherwise stated.

The University of Plymouth is a diverse, welcoming community where everyone makes a difference and is encouraged to bring their whole selves to work. To find out more about our inclusive community, initiatives such as Athena Swan and the Race Equality Charter and our range of benefits / support mechanisms such as flexible working, staff networks and enhanced maternity, paternity & adoption leave please visit our Equality, Diversity and Inclusion webpages

We particularly welcome applicants from under-represented groups such as BAME/BIPOC and LGBT+.

Number of Job Openings Available:

1

Date Posted:

March 08, 2024

Department:

62729900 Pulmonology and Sleep

Shift:

Day (United States of America)

Shift Length:

8 hour shift

Hours Per Week:

40

Union Contract:

Non-Union

Weekend Rotation:

None

Job Summary:

As the regional technical point of contact this position is cross-trained in many areas to provide optimal support and resolution to fulfill internal customer’s desktop, telecom & network infrastructure field support needs including—desktops, printers, scanners, handheld devices, monitors, laptops, tablets, IOS devices and other related desktop hardware and software issues.

This position works very closely with regional coordinators ensuring projects and daily tasks are properly staffed with the appropriate technical resources and ensuring technical tasks are accomplished per schedules, per customer requirements and SLA’s while reviewing status updates and technical escalations for the regional team. Participation in a non-prime 24 x 7 on-call rotation in response to reported field support incidents is required.

Key Position Details:

Job Description:

Principle Responsibilities

• Processing requests
  • Process new Service Requests from the analysis and definition of customer requirements through acquisition, approvals, service delivery, implementation and fulfillment.
  • Research and work with a Value Added Reseller (VAR) to define technical feasibility, compatibility and supportability of infrastructure hardware/software .
  • Gather requirements and coordinate complex and large scale installation, move, add, changes (IMAC) within established service level agreements.
  • Conduct in-depth research, complex technical analysis and recommendations for non-standard hardware requests or incidents in consideration of technical systems capability, short and long term support implications, feasibility and ownership requirements.
  • Demonstrate and promotes good stewardship of company resources through following proper asset management procedures.
• Providing work direction
  • Prioritize conflicting day-to-day technical workloads and special requests while enforcing Service Level Agreements (SLA) to expected standards.
  • Assign work direction and expectation to technical staff within the region.
  • Serves as key regional technical contact for site contacts and Information Technology (IT) management for special requests, identifying issues and addressing their impact, and proactively recommending solutions.
  • Provide, mentoring, training and work guidance for technical issues to less experienced team members.
  • Monitor training needs of regional team, communicate when training is available and updated manager.
  • Provide technical guidance and oversight of PC Refresh team.
  • Participate in non-prime 24x7 on-call rotation.
• Desktop troubleshooting and support
  • Organize installations, staffing and physical moves, maintaining and troubleshooting various computer equipment, including Desktop PCs, laptops, Integrated Wireless WAN laptops, tablets, mobile devices, printers, and scanners, monitors, IOS devices, etc.
  • Skilled and experienced troubleshooter with ability to determine root cause of complex and problematic issues very quickly and with high resolution certainty.
  • Assess, evaluate and recommend technical solutions for computer hardware, software, network connectivity and basic telecom issues for short term and long term resolutions.
  • Follow and communicate established policies and procedures; create documentation or notify manager if documentation is outdated, incorrect or needs improvement.
  • Able to perform minimum hardware repairs as required.
• Telecom troubleshooting and support
  • Proficient at maintaining Avaya equipment hardware such as removing/replacing phone components, headset issues and verification of network wiring.
  • Maintain, configure and support Avaya equipment software.
  • Perform local phone services by resolving issues regarding local phone services including vendor provided T1 and analog service interruptions and vendor management.
  • Configure and support Vocera and wireless phone systems without supervision.
  • Perform moves, adds and changes at system-wide locations including installation of analog, digital and IP phones and headsets.
• Network troubleshooting and support
  • Install preconfigured network gear such as switches, firewalls and terminal servers, asset tagging of UPS and ATS equipment.
  • Provide on-site after-hour power outage coverage.
  • Replace and/or install failed network equipment.
  • Perform low level access function to switches and term servers.
  • Conduct cross connections and switch documentation in data closets.
  • Maintain data closet best practices, troubleshoot or escalate issues within IT department.
• Project management and customer service
  • Organize, plan staffing and train employees on medium to large project teams.
  • Primary point of contact for regional Business Analyst IT/Coordinator for providing technical resources for projects and ensuring technical staff timely complete required work.
  • Coordinate complex implementation activities working with the regional Business Analyst IT/Coordinator, customers and other IT groups to produce desired business solutions while following standard project management methodologies.
  • Participate in and lead as needed, project meetings, assist in virtual walk-throughs and communicate with regional team members and other IT groups.
  • Communicate technical updates, issues, open issues, etc. to key stakeholders.
  • Maintain ServiceNow ticket service level agreement (SLA) and document customer communications and work completed within SN tickets.
• Process and documentation
  • Proactively identify opportunities for incident resolution, service improvements and internal efficiencies following ITIL best practices.
  • Document processes and procedures for common Services Requests and Incidents, thereby enabling less experienced personnel to become familiar with proven methods of resolution.
  • Participate and lead when needed task groups to define, develop, document, communicate and implement technical process improvements and initiatives.
  • Create, distribute and train on clear and concise technical process documentation for team members, end-users and support groups.
    
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  • Other duties as assigned.

Job Requirements

• Must be 18 years of age with education and/or experience needed to meet required functional competencies as listed on the job description, and High school diploma or GED preferred
• Vocational or Technical Training in computer science, information technology or related field preferred
• Bachelor's degree in computer science, information technology or related field preferred
• 5 to 7 Years experience with operating systems, infrastructure, hardware and software, previous work with desktop, telecom and network hardware required

Physical Demands
Medium Work*:
Lifting weight Up to 32 lbs. occasionally (*Allina Safe Patient Moving Policy), Up to 25 lbs. frequently