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Job Details:
Company name : SKA Organisation
Position Name : IT Support Analyst
Location: Macclesfield SK11
Job ID : 4238d8788895e88e
Description : At the SKAO we are coordinating a global effort to deliver one of the largest science facilities on the planet. The SKAO telescopes will be next-generation instruments that will help to answer key questions in astrophysics, drive technological innovation and support human capital development.
More than a dozen partner countries and over a thousand scientists and engineers around the world are already on board, making the SKA project an international collaboration like no other, and one of the most ambitious science and engineering endeavours of the 21st century.
Headquartered in the UK, with telescope sites in Australia and South Africa, the SKAO will be one observatory operating two telescopes, an endeavour spanning three continents. Multinational by design, in early 2021 the SKAO became an intergovernmental organisation, one of only a select handful of science infrastructures to do so worldwide.
Our Global HQ is located near the buzzing city of Manchester at the historic Jodrell Bank Observatory, a UNESCO World Heritage site located in the Cheshire countryside. It is home to a rapidly expanding international team of more than a hundred, working in a highly collaborative and inclusive way, in coordination with SKAO teams in Australia and South Africa as part of a global astronomy and engineering community.
Being part of Team SKA means contributing to something extraordinary: a uniquely exciting project to advance human knowledge that will last for decades. In return, we offer a diverse multicultural working environment, 30 days annual leave plus public holidays, a generous pension scheme, regular social events, a family-friendly environment and much more. Come and join us!
A unique opportunity for an IT Support Analyst to join a multicultural, international organisation.
The Role
As an IT Support Analyst you will maintain and work to continuously improve the IT service provided to all SKAO staff, by delivering support services and technical development tasks, and administering the asset lifecycle process. You will also perform service maintenance, liaising with the SKAO staff and the wider SKAO community.
The IT Support Analyst reports to the IT Service Manager and works alongside the other IT Support Analysts, support staff in Australia and South Africa, as well as other specialists.
We welcome applications from candidates of all nationalities, especially those from member countries. However, for this role relocation support will not be available and applicants must be able to comply with the terms of a UK based local contract, details of which may be accessed on SKAO’s recruitment portal.
In line with our Flexible Working Policy, flexibility around working hours may be accommodated in agreement with the Line Manager and where operationally viable.
Key Responsibilities, Accountabilities and Duties
Working as part of the international IT Team and the wider technical community, utilising the Service Desk and other tools to deliver support.
Providing technical support for the wider Information & Communications Technology (ICT) services including performing incident, request & problem management, and support of communications, network and presentation technologies.
Operating services and service improvements such as:
Meeting and exceeding SLAs and OLAs for key activities and workflows;
Working to the IT Service policy and related processes and procedures;
Identifying and implementing automation opportunities to reduce repetitive work;
Identifying knowledge sharing, training and documentation requirements to reduce support requests and contribute to the build up of the IT knowledge base;
Maintaining and improving the IT Team’s customer relationships;
Supporting the development, production and automation of reporting tailored to specific audiences.
Supporting and maintaining meeting room systems (video conferencing, audio-visual devices and control/scheduling systems) and providing support to (sometimes large-scale) events such as conferences and large meetings where these can be physical, hybrid or virtual.
Providing guidance and support to junior members of staff in developing their skills and sharing knowledge gained through experience and training.
Operating asset lifecycle management including:
The build of IT hardware assets, customising to customer requirements;
Supporting the identification and maintenance of equipment standards;
Procuring IT Hardware and Software, working with approved suppliers;
Delivering the processes for repair, warranty and disposal of assets;
Supporting the delivery of software asset management in line with software and data residency policies.
Supporting Lean Agile project delivery of key IT projects delivering new services and improvements.
Undertaking any other duties within your capabilities as may be reasonably required.
Mandatory Knowledge, Skills and Experience
Experience and expertise in related technical roles (typically at least three years)
Knowledge and experience in IT service provision
Experience in asset lifecycle management and software asset management
Experience in prioritisation and queue management
Knowledge and background with IT Service Management disciplines and Frameworks such as ITIL and Change Management
Technical expert in the support of Windows client systems (currently Windows 10) and related Microsoft applications technologies
Strong communication skills with international stakeholders
Be a flexible team player who is adaptable to change
Ability and willingness to work outside of normal working hours on occasion to meet service needs
Desirable Knowledge, Skills and Experience
Certification held in industry/community, recognised disciplines/technologies pertinent to the role (i.e. Microsoft Certified Professional)
Experience with Microsoft, Apple and Google computing devices, mobile device technologies and device management systems
Experience with Microsoft Exchange and Microsoft Online services like Azure and O365
Experience in administering and supporting Zoom or Teams, or Cloud products such as Dropbox, Google Workspace (G-Suite) and Atlassian products
Programming/scripting experience and capability across multiple platforms
Experience of Lean Agile project management
Experience of working in a multicultural team
Equality Diversity and Inclusion Statement
SKA Observatory recognises that our diversity is a strength. We aim to create a welcoming and inclusive environment where everyone feels they belong, and diverse perspectives and ideas thrive. As such, Equality, Diversity, and Inclusion are at the core of SKA Observatory’s agenda.
Our aim is to recruit and retain the most talented individuals, regardless of gender, race, disability, age, sexual orientation, marital status, religion, nationality or background.
Women have traditionally been under-represented in the fields of science and engineering; SKA Observatory welcomes and encourages female applicants.
Where applicants with a disability need facilities or adjustments to enable them to participate in the recruitment process, these will be provided.
SKA Observatory welcome all candidates, especially those from member countries.
The “How to Apply” information contained within the SKA Observatory recruitment portal provides more detail regarding our application and selection approach.
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