ICT Services Analyst – Technology and Operations

Date advertised

27 July 2022

Closing date

17 August 2022

School/Area

IT, Library & Technical Services (ILTS)

Programme/​Department

IT Services

Required hours

Full Time

Site

All three sites

Salary

£32,198 - £36,888 per annum pro rata

The Royal College of Art is the UK’s only entirely postgraduate institution of art and design, dedicated to teaching, research and knowledge exchange with industry. The RCA has been ranked the number one university-level institution for art & design, internationally, for the eighth consecutive year according to the QS World University Rankings by Subject, 2021.

The ICT Team is one of the service divisions of IT, Library and Technical Services (ILTS), a cross-college department, which includes the Library, Archives and Collections, Technical Services and Digital Development.

The post holder will support all users of IT and AV systems products and services ensuring that expertise, help and assistance is readily available by assisting with the proactive maintenance of hardware and software. They will act as an escalation within the ICT Service Desk team and will deliver a high quality service to ensure customer satisfaction and service level standards are met successfully.  They will also support the ICT Service Management Specialist in their day-to-day operation.

Purpose of the post:

* Work with the ICT Services specialist and external partners to develop platforms for Windows device management.

* Work with colleagues to identify and deliver technology upgrades, ensuring that new hardware and software solutions are implemented in line with the college IT security policy.

* To configure and troubleshoot a varied range of software applications from standard business applications to more specialist software used in the creative industry.

* Ensure that all required software is available and appropriately licensed, including assisting with the monitoring and upgrading of vendor licensing management platforms, both on-premise and cloud.

* Work with key stakeholders to deliver the student-facing remote desktop access solution.

* Document current processes and collaborate with colleagues to develop and document processes for new technologies as they are adopted.

* Liaise with third party suppliers/providers such as hardware and software vendors for incident resolution. Document issues and resolutions, accurately to ensure that all user problems are escalated appropriately and users are informed on progress.

* Provide operational IT support including but not limited to device imaging, application deployment and the college managed business print services.

* Identify operational problems and contribute to their resolution.

* Contribute to the decision making of the team, collaborating with team members to share ideas and expertise.

* Record details of all hardware/software items that have been installed/removed so that configuration management records and IT Asset register are complete and up to date.

* Ensure a consistent level of service is provided at all sites across the College.

For more information on the role please see the Info Pack.  

Further details:  Information Pack  
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The Royal College of Art is an equal opportunities employer. The College particularly welcomes applications from all sections of the community and would particularly encourage members of minority groups to apply.  


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