DESKTOP IT SUPPORT ANALYST
Job Ref: S-559278
Department: Computing Services
Salary: Depending on qualifications and experience Range: £22,475 - £26,004 pa
Location: Computer Lab, University Campus Hours of work: Full-Time
Tenure: Permanent Grade: 5
Closing Date: 30 May 2012 Interview Date: To be confirmed
Informal enquiries to Andrew Williams, email: firstname.lastname@example.org
Applications should comprise a completed Application Form for Support Staff and an Equal Opportunities
If you have any particular requirements should you be invited to interview, please make this clear in your
Applications may be submitted by e-mail to email@example.com or by post or in person to: Human Resources
(Recruitment), The University of Liverpool, Hart Building, Mount Pleasant, Liverpool L3 5TQ
ROYAL MAIL – Postal Pricing System. Please ensure that postal applications carry the correct postage according to the weight and
measurement of the item, as items with insufficient postage will be held and delayed by the Royal Mail. Details of their pricing system are
available online at www.royalmail.com or from a Post Office branch.
Acknowledgement of Applications
Please note that we are unable to acknowledge postal applications. If you would like an acknowledgement
please enclose a stamped addressed card or envelope, and place it at the front of your application. If you e-mail
your application you will receive an automated acknowledgement.
Shortlisting and Interviews
Shortlisting and interview arrangements are the responsibility of the recruiting Department. Please contact
Andrew Williams, email: firstname.lastname@example.org if you have a query after the closing date.
Outcome of Applications
Vacancies at the University often attract a large number of candidates and it is not always possible to respond
individually to every application. If you have not heard from the recruiting Department by late June 2012 please
take it that your application has not been successful.
Job Ref: S-559278
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Asylum & Immigration
The University will comply with the Immigration, Asylum and Nationality Act 2006, which requires all employees
to provide documentary evidence of their legal right to work in this country prior to commencing employment.
Candidates will be required to bring their passport (and visa if applicable) to interview so that it can be copied
and verified by a member of the Selection Panel.
For support staff vacancies, it is not likely that the University would be able to make a successful application
for a Certificate of Sponsorship. For this type of post, it is unlikely that we would be able to appoint an
individual who is not currently eligible to work in the UK.
Further information about Certificate of Sponsorship and eligibility to work in the UK, can be found at:
Diversity and Equality
The University of Liverpool is committed to diversity and equality of opportunity. All employees and applicants
for jobs will be considered on their abilities and will not be discriminated against on the grounds of age,
caring responsibilities, colour, disability, employment status, gender, gender identity, marital status,
nationality, race or ethnic origin, religion or belief, sexual orientation, socio-economic status or any other
irrelevant distinction. Training is available to support career progression within the University.
Two Ticks Disability : Guaranteed Interview Scheme (GIS)
The University of Liverpool is committed to the employment of disabled people, and as part of our
commitment, we guarantee to interview all disabled applicants who meet the essential criteria for a post and
consider them on their abilities. If your disability prevents you completing the application form by the specified
closing date, or when the vacancy closes early, due to a high volume of applications, please call the
Recruitment Team to discuss alternative arrangements.
To apply for a post under the disability GIS, you must disclose your disability (as defined by the Disability
Discrimination Act, 2005), and mark X in the yes box on the Equal Opportunities Employment Form. This
form must be returned with your application form. Full details of the scheme are available at
If you require copies of documentation in alternative formats, for example, large print or Braille, please
contact email@example.com or telephone 0151 794 6771.
If you have any other requirements which will help you access the application or interview process or
employment opportunities at the University of Liverpool, please let us know by contacting firstname.lastname@example.org or
telephone 0151 794 6771.
The University has adopted a Code of Practice on Smoking, copies of which are available from the Human
Resources Department website www.liv.ac.uk/hr
Role Description and Employee Specification
The attached Role Description outlines the duties and responsibilities of the position, and highlights the skills
and attributes which the post-holder would need to develop whilst in post.
The Employee/Person Specification outlines the criteria to be used in the selection process. Applicants are
advised to concentrate in their applications on demonstrating how they meet the selection criteria.
PS / 26 April 2012
Job Ref: S-559278
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COMPUTING SERVICES DEPARTMENT
DESKTOP SUPPORT ANALYST
Reporting to the Desktop Support Team Leader, the Desktop Support Analyst will play a key role in
providing desktop support and 2nd line support within the PC Systems and Desktop Support Teams.
You will work within the Desktop Support team to implement and maintain customer focused support for
the University PC Scheme.
In addition you will be working with the PC Systems team providing 2nd line support to systems supported
by the team.
You will liaise closely with the Helpdesk to ensure that all PC related requests and incidents are
progressed, through call tracking, communication and escalation where appropriate. The incumbent will
use their knowledge of IT systems to troubleshoot and resolve issues in a timely manner or re-direct to the
appropriate team as required within agreed response times.
You will also assist with the implementation of projects initiated by the PC Systems team.
Assisting members of the Desktop Support Team to ensure the University PC Scheme meets the
required standards. When required you will assist with the installation of PCs as part of the Staff PC
Scheme and Teaching Centre upgrades.
Install, upgrade and repair a wide range of IT equipment and provide supervisory cover to team
members as required.
Provide 2nd line remote and desk support to systems supported by the PC Team. Ensure queries from
users referred by the Helpdesk are dealt with. Where necessary liaising with the Desktop Support
Team Leader and the Helpdesk Manager, ensuring that jobs arising from formalised requests are
processed in accordance with agreed service level standards.
You will provide support cover for systems such as Citrix, CCTV and other server based applications.
You will also assist with the implementation of projects initiated by the PC Systems team. This will
involve working with project teams assisting the delivering of outputs to satisfied customers.
You will install server hardware and configure servers for use by the PC Systems Team or
Investigating new technologies and making recommendations for the continuous improvement.
Job Ref: S-559278
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Provide advice and consultation to staff and students when required.
Provide systems support to computing support staff in academic departments.
Maintain effective communication and co-ordinates team activities with other CSD colleagues.
Develop and maintain user documentation.
Carry out any other duties commensurate with the grade which may be required from time-to-time.
SKILLS & KNOWLEDGE
Proven experience of supporting Windows Desktop Operating Systems (XP and Windows 7),
Server Operating Systems and Microsoft Office.
Proven experience of PC hardware fault-finding, maintenance and repair.
A good understanding of Network architectures & protocols. E.g. TCP\IP, DHCP and DNS.
Knowledge of ITIL and experience of working within an ITIL environment.
Expertise in any of the following areas would be desirable:
Windows Server based applications such as CCTV systems.
Citrix and App-V experience installing applications and system administration.
Experience using Microsoft System Center Configuration Manager and modifying MSI files.
Experience & Qualifications:
Experience in Desktop support or 2nd Line Support
Excellent understanding in Operating Systems and Technologies, MS Servers and preferably
You will have recognised industry qualifications such as Microsoft MCP and be working
towards MCSA or MCITP.
Job Ref: S-559278
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Must have good customer facing skills and be well presented.
Must be able to work alone and unsupervised, taking the initiative when necessary.
Must be a team player.
Ensure excellent time management, multi-tasking effectively in order to adapt plans, prioritise and
co-ordinate work, responding as necessary to changing priorities, circumstances, and workload.
Build effective relationships both within the team and across Computing Services and the
Job Ref: S-559278
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EMPLOYEE SPECIFICATION – Shotlisting Criteria
Post Title: Desktop Support Analyst Salary: £22,475 - £26,004 pa
Department: Computing Services Job Ref: S-559278
Attributes No. Essential Criteria - Identified from Desirable Criteria - Identified from
(CV/Supporting Statement/ References/ Interview) (CV/Supporting Statement/ References/ Interview)
1. EXPERIENCE 1.1 Experience in supporting a large PC infrastructure. Practical experience in a similar post within a HE or
1.2 Experience in Desktop support or 2nd Line Support. commercial sector
2. EDUCATION 2.1 BTEC Higher (or equivalent) A degree (or equivalent) in a relevant subject Professional IT
QUALIFICATIONS related qualifications
TRAINING 2.2 Have or working towards Microsoft certification (or equivalent)
3. SKILLS, GENERAL 3.1 An understanding of the requirements of users of an academic Experience with server based applications such as CCTV
AND SPECIAL environment systems
KNOWLEDGE 3.2 Excellent interpersonal and communication skills with diverse Experience using Microsoft System Center Configuration
range of individuals including written reports Manager and modifying MSI files
3.3 Attention for detail and accuracy Citrix and App-V experience installing applications and
3.4 Excellent diagnosis and fault finding skills system administration
3.5 Excellent PC knowledge including: Windows XP\7, PC and Experience and knowledge of ITIL.
server hardware, Microsoft Office and other business
Proven experience installing and configuring Microsoft Server
3.7 Operating Systems
3.8 The management and support of a large PC infrastructure
3.9 Experience providing Second level support
3.10 Understanding of network protocols and technologies
4. PERSONAL 4.1 Able to work independently towards agreed goals, with a very
ATTRIBUTES AND high degree of professional integrity
CIRCUMSTANCES 4.2 Service oriented and willing to provide support to a wide variety
4.3 Demonstrate initiative, flexibility and ability to work under
pressure, a flexible approach to work
4.4 Analytical and organised
4.5 Clean driving licence and willingness to drive University vehicles
4.6 A good personal manner
Job Ref: S-559278
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