Support Analyst

Job Title / Support Analyst
Faculty/ School/Department / IT Services
Responsible to: / Senior Support Analyst
Job Purpose
Install or remove hardware and/or software, using supplied installation instructions and tools including, where appropriate, handover to the client. Conduct tests, corrects malfunctions, and document results in accordance with agreed procedures. Report details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
Provide assistance to users in a professional manner following agreed procedures for further help or escalation. Maintain accurate records of user requests, contact details and outcomes. Contribute to the development of installation procedures and standards.
Investigate problems in systems and services. Assist with the implementation of agreed remedies and preventative measures.
Receive and handle requests for support following agreed procedures. Respond to requests for support by providing information to enable incident resolution and promptly allocate unresolved calls as appropriate. Maintain records and advise relevant persons of actions taken.
Main activities and responsibilities

Install or remove hardware and/or software, using supplied installation instructions and tools; follow agreed standards, including those for electrical work. Agree the timing of the work with those affected, eg users, operations management, including, where appropriate, hand-over to client.
Conduct test of the hardware and/or software affected using supplied test procedures and diagnostic tools. Help to resolve problems and faults, and corrects malfunctions, calling on help from more experienced colleagues if required. Document results in accordance with agreed procedures.
Carry out required collection of information and records, including using network management systems and appropriate performance analysis equipment to monitor installation performance against agreed service levels. Take action on known or moderately complex problems, advising superiors and specialists only when their attention is required.
Report details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
Provide guidance and assistance to less experienced colleagues in the execution of routine tasks and ensures that all safety, security, clerical and administrative procedures are completed correctly.
Provide assistance to users in a professional manner following agreed procedures for further help or escalation of request. Maintain accurate records of user requests, contact details and outcome. Provide feedback to users.
Contribute, as required, to the development of installation procedures and standards.
Initiate action to resolve problems in systems and services. Document such incidents and problems within the configuration management defect/problem reporting system. Match unresolved incidents against existing problems, known errors and other incidents.
Assist with the implementation of agreed remedies and preventative measures, in close liaison with the service desk, change management, configuration management and asset management functions.
Support service level management in monitoring the impact of problems on agreed service levels.
Produce reports and registers on defect/problem reporting data (e.g. data extracted from the configuration management system/known error database). Take agreed actions relating to problem investigation and resolution within the allotted timescales.
Following agreed procedures, provide advice to users on systems, products and services which are available to them.
Respond to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate.
Provide an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
Assist users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
For all products, services and systems within the area of responsibility, demonstrate, install and commission desk-top systems and their routine upgrades. Provide information on updates, known errors, changes in availability, new facilities etc.
Interpret technical or procedure manuals on behalf of non-technical users and provide routine training in normal usage of systems, products and services, providing information on the full range of capabilities.

Additional Key Requirements:
Managing People and Resources
In predictable and structured areas may supervise others.
Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation andprocedures.
Communication
Demonstrates effective communication skills. Contributes fully to the work of teams.
Collaborative working
Has working level contact with customers and suppliers.
Interacts with and influences department/project team members.
Initiative, problem solving and decision making
Uses discretion in identifying and resolving complex problems and assignments.
Usually receives specific instructions and haswork reviewed at frequent milestones. Determines when issues should be escalated to a higher level.
Makes decisions whichmay impact on the work assigned to individuals or phases of projects.
Performs a broad range of work, sometimes complex and non-routine, in a variety of environments.
Applies methodical approach to problem definition and resolution and demonstrates an analytical and systematic approach to problem solving.
Work Environment
Be aware of the risks in the workplace and potential impact on own work and that of others.
Depending on area of work, conduct risk assessments, take steps to reduce hazards and take responsibility for the health and safety of self and others.
Person Specification

Degree, or equivalent
Professional qualification such as:ITIL ® Foundation in IT Service Management or MCSE - Microsoft Certified Systems Engineer.

Able to demonstrate proficiency in:

Knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) and the IT applications and service processes used within own organisation.

Installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments.
The knowledge and ability to install and maintain hardware systems in a way that ensures they operate within their planned specification and are safe to use by those authorised to work with them.
The use of everyday desktop software including word processing, spreadsheets, graphics.
Methods and techniques for reporting progress and financial conformance against an agreed plan.

Special requirements
Able to undertake duties at different premises including any University campus as required.
Travel may be necessary from time to time in order to attend conferences and events, undertake University business and effectively represent the University in key professional networks.
IT Services provides services across extended hours. A variety of shift patterns, duty management rotas and on-call arrangements will be applicable.
Expectations of all staff
Professional standards
All staff employed by Birmingham City University are expected to exhibit high professional standards which promote and demonstrate the University’s core values of Excellence, People Focused, Partnership Working, Fairness and Integrity.
Equal Opportunities
All staff are expected to understand and enact the University’s commitment to ensuring equality and diversity in all activities. This commitment is enshrined in the Equality Statement and core values.
Dignity at work
Every member of staff has a responsibility to ensure colleagues are treated with dignity and respect.
The University is committed to creating a work environment for all staff that is free from harassment, intimidation and any other forms of bullying at work, where everyone is treated with dignity, respect and professional courtesy.
Health and safety
The arrangements for meeting the University’s health and safety objectives are contained in the Birmingham City University Health and Safety Policy. This includes the responsibilities of key staff and procedures covering the main activities of the University.
All staff are expected to take reasonable care of themselves and those that may be affected by their actions.
Dress code
The University does not operate a formal dress code for its employees, other than for those who are provided with uniform and/or protective clothing. However, employees must ensure that their dress is professional, reasonably smart and appropriate for the situation in which they are working. All staff should ensure that they present a professional image and one that reflects sensitivity to customer perceptions. This may reflect their ethnicity and lifestyle, but should not be provocative or cause offence to those with whom they have contact.
Citizenship
All staff are expected to adhere to good citizenship, being generous with help and support to others, collaborating with colleagues and working for the benefit of the University as a whole. In particular working to provide a positive studentexperience and achieving excellence in all the University’s activities.
This job description indicates the expectations of staff at this level. Job descriptions are not exhaustive and you may be required to undertake other duties of a similar level and responsibility.
Birmingham City University has adopted the Skills Framework for the Information Age (SFIA) to describe and manage competencies required of its ICT professionals. Further detailed information about job requirements, skills and knowledge requirements and additional work activities can be found in the full SFIA profile for this role.