Field Analyst

University of Derby; East Midlands; On-site; GBP 31,000 - 37,000; Full time

Benefits offered by this job

38 days annual leave (incl. bank hols)

Cycle to Work scheme

Flexible working environment

Wellbeing benefits and EAP

Job summary

University of Derby is seeking a capable Service Delivery/Second Line IT professional to provide broad IT support across Derby sites, ensuring systems meet security standards and performance targets. The role emphasizes collaboration, customer focus, and continuous improvement within a fast-paced environment.

The successful candidate will join the Digital Solutions & Services team, contribute to daily IT operations, and support staff and students across multiple campuses with opportunities to

Qualifications

• Broad knowledge of technologies across IT delivery, networking, operating systems and infra.
• Strong customer-focused mindset with a proactive, service-oriented approach.
• Attention to detail and commitment to delivery quality.

Responsibilities

• Deliver support to University IT systems in line with IT strategy and business priorities.
• Provide high-quality support to staff and students, manage expectations, and promote a service-focused culture.
• Investigate incidents, log escalations, and drive effective resolutions with cross-team collaboration.
• Maintain and optimise IT systems for reliability and performance.

Skills

Broad IT knowledge

Customer-focused service

Problem solving

Communication skills

Team collaboration

Education

Relevant Degree / HND or equivalent

Tools

Crestron systems

AV management tools

Job description

Location

All Derby Sites

Monday 21 September 2026

£30,577 to £32,455 per annum(for exceptional performers, there is scope for further progression up to £37,323.25 per annum).

Onsite
This role will be based on site, primarily in the named location.

We have one simple promise – to make a positive impact. Through our ground-breaking research, teaching excellence and commitment to sustainable living, we are changing lives for the better.

The University of Derby is a modern university with a modern outlook. Everything we do is driven by delivering excellence and opportunities for our students, our staff and our region.

We have some of the best university facilities in the UK and achieve outstanding results for our teaching and research and have been awarded Gold in the prestigious Teaching Excellence Framework (TEF) 2023 – making it one of the top universities in the country recognised for its outstanding student experience and student outcomes.

Financially strong and seriously ambitious we offer our employees an inclusive culture that centres itself around staff wellbeing, where you can be confident you will receive all the help and encouragement you need to build a rewarding career with lots of opportunities to enhance your skills.

Digital Solutions & Services are responsible for providing the digital platform to enable the best possible service to staff, students and stakeholders across the University and beyond. We take a collaborative approach to developing strategic goals to provide a diverse range of information technology and business services designed to support learning, teaching and research at the University of Derby.

Digital Solutions & Services are responsible for ensuring that the University’s IT capability is fit for purpose, future focused and able to protect, support and enhance the full breadth of services that will be delivered either on campus or digitally online with contributions across the department. We aim to assist students, teaching staff, support departments and collaborative partners to ensure we are making an impact on the University’s current and future digital landscape.

The Second Line team, develop and maintain University IT and AV systems that support the University’s teaching, learning and management functions; driving forward the efficiency, reliability and quality of the systems to maximise value and minimise risk.

The role will provide general IT and AV support to students and staff across the University, with opportunities to develop a broad range of IT Skills and future potential for specialisms in key areas. The role is in a fast paced and demanding but supportive environment.

The role will help ensure all services are running as expected and are maintained to the correct standards.

As part of the Service Delivery function the field analyst will be expected to work across the various teams as and when the business requires. The role will also require cross site working between the Derby sites e.g. Chesterfield and Derby campuses. Providing excellent development opportunities and full systems training supported.

We are looking for a highly skilled, technically curious, and customer-focused professional with a broad understanding of modern IT technologies and their practical application within an operational environment.

The ideal candidate will demonstrate:

• Broad technical knowledge across a range of technologies, including application delivery, networking, operating systems, infrastructure, and related platforms, with an understanding of their capabilities, benefits, and appropriate use.
• A creative and innovative approach to delivering a consistent, high-quality operational service, with the confidence to challenge existing systems, processes, and practices where they do not sufficiently meet customer needs.
• Strong attention to detail and a commitment to achieving excellence, ensuring services are reliable, efficient, secure, and delivered to a consistently high standard.
• A customer-focused mindset, with the ability to understand operational requirements, identify opportunities for improvement, and translate technical knowledge into effective solutions.
• Relevant qualifications or equivalent experience, such as a relevant Degree or HND, or demonstrable professional experience that provides an equivalent level of technical knowledge and capability.
• A continuous improvement mindset, with the ability to identify issues, explore new technologies and approaches, and contribute positively to the development of services and operational practices.

This role would also be an excellent opportunity for a recent graduate or early-career IT professional to build practical experience, broaden their technical knowledge, and develop a rewarding career in technology and service delivery.

• Deliver support to University IT systems in accordance with IT strategy, Strategic priorities and Business service requirements.
• Ensure systems meet regulatory and security standards, working with DS&S teams to strengthen processes.
• Being a ‘team player’ and working in a collaborative team environment to deliver complex solutions to multiple internal and external business units.
• Provide high-quality support to staff and students, manage expectations, and promote a service-focused culture through collaboration and liaison, ensuring high standards and continuous improvement.
• Support service recovery and improvement of business continuity processes.
• Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes / remedies. Assists with the implementation of agreed remedies and preventative measures.
• Assist on prioritising and diagnosis of incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures and ensures lessons learned.
• Working with 3rd party suppliers and support partners to log escalated service tickets and proactively work with these to reach a speedy resolution.
• Responsible for ensuring standards for hardware, software and configuration management are maintained.
• Support changing demands, efficiencies, quality of service and where necessary a provision of a 24/7 Out of hours support on a rota basis to support the Service Delivery and Infrastructure Teams.
• Develop and utilize expertise for the benefit of customers and colleagues, embedding problem management, identifying improvements, and support skills development within the team and wider university.
• Support in the development and documentation of policies and procedures.
• Maintain and optimise IT systems, ensuring efficiency, reliability, and alignment with University priorities.
• Assist with overall site responsibility and escalates unresolved issues.

Skills, knowledge & abilities

• Broad knowledge of a range of technologies e.g. application delivery, networking, operating systems, and their capabilities and benefits.
• Evidenced ability of acting as an exemplar individual in terms of high performance within a multi-disciplinary IT delivery team and contributing to the overall team’s performance constructively and professionally.
• Understanding of information security and governance.
• Creative and Innovative approach to successfully providing a consistent, high quality operational service, challenging system and process that do not focus on the customer needs.
• Ability to evidence excellent communication, engagement, persuasion and influencing skills (verbal and written).
• Strong analytical skills, ability to be decisive and takes ownership of problems.
• Responsive to customer needs, consultative and collaborative.
• Ability to deliver within tight deadlines in a demanding environment.
• Attention to detail and determination for excellence.
• Passion, energy and enthusiasm for continuous improvement and encourages innovation.
• Creates a service culture within and across teams.
• Develops and utilises expertise for the benefit of customers and colleagues. Can apply knowledge quickly to new challenges.

Business requirements

• Requirement to participate in Response Team Rota.
• Flexibility with regard to working hours and travel between sites.
• Engagement with Students to ensure Service if fit for purpose, and to assist with Student employability
• Possess valid driver’s license for travel between sites

Qualifications

• Professional and /or technical qualifications, e.g. PRINCE 2 /ITIL / CCNA / MCP or substantial, applied equivalent experience.

Experience

• Experience of maintaining, operating, troubleshooting Audio/Visual equipment.
• Experience of operating, developing AV management tools e.g. Crestron systems/Fusion etc.
• Working within a Higher Educational Institution.

Skills, knowledge and abilities

• Understanding of the importance of prioritising resources, experience of working with external 3 rd party contracts, and delivering service against SLA’s and OLA’s.
• Generous annual leave entitlement of 38 days inclusive of bank holidays and concessionary days (pro rata)
• Suite of holistic wellbeing benefits and support including family-friendly policies, generous sick pay provision and comprehensive Employee Assistance Programme
• Access to a variety of staff discounts at high street retailers
• Discounted onsite gym
• Cycle to Work scheme
• A flexible working environment
• A commitment to personal and professional development

For further information and informal enquiries regarding the role, please contact Dale Baker, Digital Operations Manager via [e-mail]

For enquiries regarding your application and for sponsorship eligibility, please contact the recruitment team via [e-mail] .

The University is unable to sponsor the employment of international workers under the Skilled Worker route for this role; however, applications are welcome from candidates who are able to demonstrate an alternative right to work in the UK.

Equity, diversity and inclusion

The University of Derby is committed to fostering an open, inclusive and diverse community where everyone is treated with dignity, fairness and respect. We are committed to advancing equity, diversity and inclusion regardless of age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief (or none), sex or sexual orientation.

As a Disability Confident employer, we are committed to inclusive recruitment and welcome requests for adjustments throughout the recruitment process. Applicants may choose their preferred title, including ‘Mx’, and may share preferred pronouns if they wish. We also use anonymised shortlisting to help reduce the potential impact of unconscious bias. For more information on equity,diversityand inclusion at the University of Derby, pleasevisitour website .

We are also committed to promoting academic freedom and freedom of speech and expression within the law, in line with our Code of Practice , and value diversity of thought alongside diversity of backgrounds and experiences.

However you identify, we welcome applications from people whose experiences, perspectives and talents will contribute to our inclusive, supportive and intellectually vibrant community.

Environmental Sustainability

At the University of Derby, we are passionate about embedding sustainability into everything that we do. We aim to bring environmental sustainability into all aspects of the University, including teaching, research and operational activities. In line with the University's strategic framework, we expect all our staff to embed sustainability into their working practices and support the University's objective to reach net zero carbon by 2050.