Technical Analyst (EUC)

Job Number: 26001306

Computing and Information Services

Grade 5

27,319 - 30,378 per annum

Open-Ended/Permanent

Full Time

Contracted Hours per Week: 35

Closing Date: 22-Oct-2026, 12:59:00 AM

Disclosure and Barring Service Requirement: Not Applicable.

The University

At Durham University we are proud of our people. A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting Durham is a university like no other.

Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer.

We would be thrilled if you would consider joining our thriving University. Further information about the University can be found here.

Find out more about the benefits of working at the University and what it is like to live and work in the Durham area on our Why Join Us? - Information Page.

The Role and the Department

The Computing and Information Services (CIS) has an annual operational budget in excess of 12m, multi-million pound programmes of change within year, and approximately 185 staff. The Senior Leadership Team report directly to the Chief Information Officer (CIO) with the following portfolios: Strategy and Change; Operations; Information Systems, and Cyber Security. CIS work with departments across the university to provide academic, teaching and administrative services that underpin the day-to-day activities of the whole organisation. Details of the Digital Strategy and ongoing work can be found in our Digital Strategy.

CIS is a friendly, but demanding department, where much is expected and can be achieved by competent, self-motivated individuals who demonstrate team work ability. The department works in a hybrid (remote and on-site) capacity depending on the job role and individual personal requirements.

The post holder will support End User Computing services relating to the supply, installation, and lifecycle coordination of endpoint hardware, including PCs, Macs, phones, and tablets. The role requires the ability to assess hardware requirements, operate the team s fulfilment processes, and ensure requests are delivered efficiently in line with organisational standards. Knowledge of hardware standards and processes will need to be shared across the team. The ability to collect and manage information, administer hardware-related records and supply requests, and communicate effectively with stakeholders are all key.

The role involves regular manual handling activities including lifting, carrying, and moving PCs and related equipment, in line with safe working procedures.

The base location for this role is Boldon House, our exciting new professional services hub. Boldon House is situated on the outskirts of Durham near the Arnison Centre in Pity Me. Boldon House brings a number of professional services teams together in a vibrant office environment which supports collaborative working and is designed to embrace hybrid working. To find out more, visit the project webpage: Boldon House Durham University.

Working at Durham

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University:

You ll receive 27 days annual leave per year in addition to 8 public holidays and 4 customary days per year - a total of 39 days. The University closes between Christmas and New Year.
No matter how you travel to work, we have you covered. We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.
You can access exclusive discounts via our benefits portal including money off at supermarkets, high street retailers, IT products such as Apple, eating out and days out at various attractions.
Our on-site nursery is rated Outstanding by Ofsted, and you can access holiday camps for children aged 5-16.
We provide wide-ranging health and wellbeing support including discounted membership for our state-of-the-art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
We offer all staff the opportunity to take part in volunteering activities to make a difference to the local community.
Our family friendly policies, including maternity and adoption leave, are among the most generous in the higher education sector (and likely above and beyond many employers).
If you are keen on advancing in your role or career, we have a genuine passion for developing our colleagues from qualifications to IT skills, courses and apprenticeships.
We offer generous pension schemes with varying contribution amounts to help you plan for your future.

Discover more about our total rewards and benefits package here.

Durham University is committed to equality, diversity and inclusion

Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work. As a University equality, diversity, and inclusion (EDI) are a key part of the University s Strategy and a central part of everything we do. We also live by our values and our Staff Code of Conduct. At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive.

We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities. If you have taken time out of your career, and you feel it relevant, let us know about it in your application. If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role.

What you need to demonstrate when you apply/Person Specification

When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role. Further information about the role and responsibilities is at the end of this job description. Where a criteria has an asterisk* next to it, it may be given additional weighting when your application is considered.

Your application should cover the following criteria:

Essential Criteria

Qualifications/Experience

Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics or a Post-16 qualification or equivalent experience.
Experience in a similar role or environment.
Experience of working collaboratively with other team members to ensure the delivery of high-quality services.
Experience of contributing to the delivery of systems, services, and processes.
Experience of providing advice and guidance to a range of customers and colleagues.
Experience of managing time to meet deadlines.

Skills/Abilities/Knowledge

Strong digital competence across a range of endpoint devices including Macs, PCs, Linux, Android and iOS phones and tablets.
Attention to detail, process driven.
Committed to continuing professional development.
Ability to solve problems yourself and as part of a team and plan appropriate solutions.
Ability to provide support for PC deployment projects.
Ability to participate in social networks to share and discuss good practice and exchange information.
Ability to assess and interpret user hardware requirements, translating business needs into appropriate technical solutions.
Strong communication skills, including the ability to manage expectations and communicate decisions clearly and professionally.
Ability to explain technical concepts, limitations, and policies to non-technical users in a clear and accessible way.
Experience in request triage, prioritisation, and coordinating fulfilment to meet service targets or SLAs.
Knowledge of hardware standards, procurement processes, and device lifecycle management within an organisational environment.

Desirable Criteria

ITIL Foundation
A good understanding of PC Hardware technology
Full UK Driving Licence

How to apply

To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above. Where there are desirable criteria we would also urge you to provide any relevant evidence. Please don t forget to check if there is any weighted criteria (see above).

While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.

Submitting your application

We prefer to receive applications online. We will update you about your application at various points during the process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to ensure you receive all emails

What you are required to submit:

A CV
A supporting statement which shows examples of how you meet all of the criteria within the Person Specification

Contact details

If you would like to have a chat or ask any questions about the role, Peter Chrichard would be happy to speak to you. p.j.chrichard@durham.ac.uk

Typical Role Requirements

Hardware Fulfilment related activities
Hardware Processing, e.g. rebuilding PCs
Administrative activities relating to loss, theft, damage, and repairs

Service Delivery

Contribute to equality, diversity and inclusion, and the University s values.
Respond to queries and provide information/advice, while raising more specialist or complex queries with more experienced team members.
Use your experience and problem-solving skills to investigate and resolve issues relevant to your role such as support call handling and make recommendations based on your findings.
Enhance Durham University s reputation by providing support to the running of internal and external outreach activities.
Monitor and analyse the use of equipment and resources to ensure efficiency and report your findings to senior colleagues.
Continually review what is required from staff, students and others who you work with to make sure the best possible service is provided.
Monitor feedback on the services provided by your area of working and identify changes that will improve the service level that is provided and compliance.
Ensure that information used to analyse the service being delivered is accurate and provide reports and analysis of patterns and trends to senior colleagues.
Prepare reports for consideration by senior managers.
Support the welfare of our students and refer them to appropriate support services when necessary.

Planning and Organising

Plan and organise own workload to deliver the role.
Organise and schedule assigned resources, activities and events.
Monitor processes and activities to ensure team priorities are met.
Help manage and coordinate events, conferences and other activities.

Teamwork

Provide specialist support and advice to team members on hardware and supply related matters.
Make changes to the services provided by your team in discussion with other team members.
Identify opportunities and contribute to decisions on how to improve services being delivered by the team.
Seek feedback from students, staff and anyone else that you come across as part of your role on their requirements from your service and recommend improvements to senior colleagues.

Communications/Liaison

Update and apply changes to processes and procedures.
Use your knowledge and expertise to provide advice and guidance to resolve problems and respond to a wide range of queries.
Provide instruction and demonstrations to others within your area of working.
Create good working relationships with other team members and anyone else that you come across as part of your role to work together on joint activities.
Liaise with staff in other areas to ensure that services are being delivered in an efficient and collaborative way.
Record information such as bookings for activities/events and share with internal partners.
Contribute and engage with staff and students on promotional activities, events and presentations.
Create good working relationships with internal and external partners and suppliers to work together on joint initiatives.
Build relationships with contacts and contribute to internal and external networks to share good practice and exchange information.
Provide induction for external service providers, contractors and specialists.
Any other reasonable duties.

Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Job Applicants/Potential Job Applicants - Privacy Notice which provides information on the collation, storing and use of data.

Durham University is a UKVI sponsor. Applicants who require sponsorship to work in the UK should note that not all roles are eligible. Further information on visa requirements and eligibility can be found on the UKVI website.

We welcome applications from candidates with disabilities, neurodiversity and long-term health conditions, and we are committed to ensuring fair treatment throughout the recruitment process.

We will make adjustments to support the recruitment and interview process wherever it is reasonable to do so and, where successful, adjustments will be made to support people within their role.

If you are unable to complete your application via our recruitment system or would like to discuss any reasonable adjustments to support you in the application process, please get in touch with us on e.recruitment@durham.ac.uk

If you have any issues logging in or creating an account, please get in touch with us on e.recruitment@durham.ac.uk