JOB DESCRIPTION. Information and Library Services

Transcription

1 JOB DESCRIPTION Job Title: Technical Support Services Coordinator Grade: SG6 Department: Role reports to: Direct Reports Indirect Reports: Drill Hall Library, Information and Library Services Technical Support Manager None None Date of Job Evaluation: Nov15 Other Key contacts: Technical Support Assistant (SG5). Student workers as appropriate and other IT and Library staff providing IT support. Drill Hall Library staff, staff at Universities at Medway partner institutions (Universities of Greenwich, Kent and Canterbury Christ Church), students, academic staff and all other users of the library and its services. This role profile is non-contractual and provided for guidance. It will be updated and amended from time to time in accordance with the changing needs of the University and the requirements of the job. PURPOSE OF ROLE: To be part of a dynamic and flexible team and contribute to the delivery, planning and operational development of new and existing IT related services as required by the business need. To assist the Technical Support Manager in coordinating the delivery of all aspects of the library IT support service, including those delivered to users of the Library services, and to the Library staff themselves. To provide direct support to users of the library services, and for users of associated teaching rooms in the Drill Hall Library and in the Pilkington building. To lead on the refinement and development of operational processes to enhance the effective delivery of technology-related services. To develop and produce support and training materials including student guides, working procedures and online knowledgebase articles. To assist in the recruitment, training and development of staff delivering technical support.

2 KEY ACCOUNTABILITIES: Team Specific: Technical Support To provide first and second line IT support, including password and print queries, wireless and mobile device support, MS Office, student specialist software including web based services. To provide first line support and carry out preventative maintenance checks of audiovisual and IT equipment in teaching rooms. To carry out repairs where feasible or invoke maintenance contract. This may include some working at height, lifting and movement of equipment. To provide support and training in the use of new technology and systems. e.g. specialist audio-visual equipment such as interactive touchscreens and wireless presentation software. Ensure all IT equipment, including PCs, laptops, Lapsafe and tablets are operational. Provide recommendations for audio-visual upgrades in shared services spaces. Respond to service enquiries received via , social media and website feedback form. To research and make recommendations for effective and innovative use of technology for use by staff and users of the library and help to embed technology within working practices. Update and develop digital signage content and templates, including the maintenance of mobile web pages, PC location maps and other library services delivered digitally. Provide advice and technical support on library specific technologies, including, but not limited to, Library Management Systems. Service Delivery To lead in the day-to-day coordination and delivery of a professional, high quality and consistent IT support service. To assist with the planning of rotas for staffing the service point(s). To liaise with peers and Universities at Medway partner institutions to keep abreast of changes and developments. Communication of IT service changes to support staff and users of the library. Implementation and monitoring of operational procedures, service level agreements and referral procedures to ensure all enquiries are responded to in a timely manner. To constantly re-evaluate, make recommendations for and implement service enhancements. Creation and development of support and training materials including working procedures, student guides and online knowledgebase articles. Administer and develop the Help Desk system including account creation, service

3 categories, report production and training. Logging of incidents and monitoring of referrals and action appropriately. Promotion of IT services including the editing the IT pages on the Drill Hall website and contribution to marketing campaigns. Update various social media streams including Twitter and Facebook. Engage with and organise user group sessions, surveys and other feedback mechanisms. Represent the Technical team on the Drill Hall Equality, Diversity and Inclusion development group. Monitor support services and collate information to aid with problem solving and for use in service development. Liaise with suppliers, service providers as well as staff at the partner institutions for the timely resolution of faults. Generic: To provide front line support services as part of a rota. Seek to embed best practice at all times. To establish and maintain professional working relationships with colleagues at each of the Universities at Medway partner institutions. Ensure that services are delivered in line with library and partner institution policies and regulations. To contribute to the development of relevant IT policies and ensure adherence. Managing Self Ensure continuing personal professional development including best practice in IT and audio-visual support and keeping abreast of emerging technological advances. To work to service deadlines and project timelines. Represent the Drill Hall Library on relevant internal committees and working parties and on external forums as required. Core Requirements Adhere to and promote the University s policies on Equality and Diversity and Information Security. Ensure compliance with Health & Safety regulations Support and promote the University s Sustainability policies, including the Carbon Management Plan, and carry out duties in a resource efficient way, recognising the shared responsibility of minimising the university's negative environmental impacts wherever possible.

4 Additional Requirements: Undertake any other duties commensurate with the grade as may be reasonably required across the service. To travel to all campuses and sites of the Universities at Medway partner institutions as and when required. To contribute to evening work via a rota as required. Evening shifts are likely to be 5pm-9pm. Weekend working may be required on an ad-hoc basis, with shifts likely to be 9am-5pm To promote the Library Services you may be required to wear branded clothing. KEY PERFORMANCE INDICATORS: Timeliness and Quality of Service User satisfaction measured via evidence and feedback Improve awareness of Drill Hall Library IT services and facilities KEY RELATIONSHIPS (Internal & External): Internal: Drill Hall staff (IT and library) Universities of Greenwich, Kent and Canterbury Christ Church liaison with IT and service support staff Student workers Students and other users of the library - advice and education in their use of the library External: Software/hardware suppliers PERSON SPECIFICATION Essential Experience Substantial experience of supporting Windows O/S clients, wireless configuration for mobile devices and MS Office. Substantial experience of working within a customer focussed Helpdesk, Service Desk or Information Service environment, preferably in a lead role. Desirable Experience Working in the Higher Education sector in a service delivery or technical role. Experience of designing, programming and deploying audio visual installations Supporting non-windows OS devices such as Apple Macs/iPads and Android Tablets. Use of helpdesk / service desk software. Support of video conferencing.

5 Experience of developing and delivering training for support desk staff. Experience of supervising the work of others. Experience of supporting audio-visual equipment. Experience of line management. Experience of communicating via social media in a professional context. Experience of administering a helpdesk system. Experience of library specific systems. Skills Excellent communication and interpersonal skills with the ability to provide clear and concise written and oral instructions. Excellent organisational skills and the ability to prioritise and manage a busy workload. Ability to take initiative but also able to distinguish between the need to make a decision and when to defer. Skills Website development, HTML, CSS and Dreamweaver. Knowledge of Microsoft Office 2016 and Office 365. Use and knowledge of ITIL Service Management framework. Ability to plan projects. Ability to provide information to assist others in their decision making process. Demonstrated commitment to delivering highly customer focussed services Ability to identify and recommend service enhancements. An interest in innovative technology (such as mobile devices) and opportunities for use in an academic and service delivery environment. Analytical and logical approach to solving problems. Ability to develop and provide routine training to staff and students. Ability to develop written procedures, guides, and promotional materials including updates to the website and student guides. A flexible and enthusiastic approach to work.

6 Qualifications Educated to degree standard or equivalent qualification in a relevant subject or demonstrable experience. Qualifications Industry specific qualification, eg ITIL Project Management Personal attributes We are looking for people who can help us deliver the values of the University of Greenwich: Excellence, Determination, Inclusivity, Ambition and Creativity.