JOB DESCRIPTION. 4. DEPARTMENT: Primary Base: University Centre Shrewsbury (UCS) Secondary Base: Chester (University of Chester UoC)

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1 JOB DESCRIPTION 1. JOB TITLE: LIS Assistant: Desktop and Audio-visual 2. HRMS REFERENCE NUMBER: HR ROLE CODE: FINCITA 4. DEPARTMENT: Primary Base: University Centre Shrewsbury (UCS) Secondary Base: Chester (University of Chester UoC) 5. ORGANISATION CHART: Desktop Services Manager LIS Assistant Desktop & AV 6. JOB PURPOSE: To provide a communications, Information Technology (IT) and audio-visual (AV) support service, including installation and maintenance, to the UCS. To maintain department computer and AV systems in both lab and office environments in accordance with agreed service levels. 7. BACKGROUND INFORMATION: The University of Chester and Shropshire Council are working in collaboration to deliver an exceptional Higher Education experience in Shrewsbury. University Centre Shrewsbury will provide world class Higher Education in Shropshire to provide unprecedented opportunities for students and the community. UCS is being created through support and guidance from the University of Chester in its early days, but will, in time, seek its own self-governing status and ultimately become a free-standing university. Learning and Information Services provides the following categories of service to the University in several physical locations: communications and IT infrastructure, network, desktops and software; information systems and management of the VLE; printed and electronic library resources and services; AV installation and support; graphic design and a Print Unit. PB 25/01/2016

2 The main Desktop Services team are based at the Chester Campus, with responsibility for the technical support of all University-owned computers on that campus and at 2 of the Faculty of Health and Social Care Education Centres. This post is based at the University Centre Shrewsbury. Support is managed through a Helpdesk system. 8. WORK PERFORMED AND/OR KEY RESULT AREAS: 8.1 Communicating Effectively The role holder will provide technical support to the University's academic and administrative users including assistance on usage of University systems and guidance on future LIS needs. To work within the procedures and processes of the Helpdesk system according to agreed levels of service delivery. The role holder will participate as required in audits and the maintenance of inventories and other records of University hardware and software systems. The role holder will carry out clerical duties involved in the administration of the relevant services, including full accurate record keeping and effective communication processes. Occasionally undertake technical/demonstrator support duties within open access labs and assist in the general upkeep of the open access areas. The role holder will be required to explain to a computer user what the problem is or has been with their machine and how they should use it in the future. 8.2 Leadership and Working Collaboratively The role holder is a member of the Learning and Information Services team as a whole and contributes as a team member to the achievement of the department s objectives. The role holder is a member of the Desktop Services team and contributes both general and specialist knowledge and support to achieve the service objectives of that team. 8.3 Liaison and Networking The role holder liaises regularly with other team members in LIS about the solution of technical and other problems and with computer users in all University departments when supporting their equipment. The role-holder participates and contributes to university networks by attending Faculty Support Partnership meetings. 8.4 Delivering a High Quality Standard of Service The role holder will be required to deal with academic or support staff and students who ask for service or require information. To create a positive image of the LIS department by being responsive and prompt in responding to requests and referring the user to the right person if

3 necessary. Contact is usually initiated by the customer via the Helpdesk system and typically involves routine tasks with set standards or procedures. To install and maintain both PC and Mac based computer hardware systems on the University network. These are provided in open access and teaching labs and staff offices. To install and maintain University client software on all machines, including reimaging, upgrades, configuration fixes, virus checking etc. To maintain University AV equipment and services at the UCS, including setting up classroom equipment and providing technical help to users as necessary, administration of consumables and arranging for equipment checking and repairs and keeping inventory records. To assist in the provision, maintenance and support of data and voice cabling connections and other infrastructure duties. 8.5 Effective Decision Making The role holder is required to take independent decisions for example, a recommendation for the replacement of a defective component or the need to install software updates. The role holder is required to be party to some collaborative decisions with colleagues, for example in problem solving or the organisation of a particular task. 8.6 Planning and Organising Self and Others The role holder is required to complete tasks to a given plan, with allocated resources, as organised by the team manager. It is an important requirement of the role to plan, prioritise and organise their own work or resources to achieve the objectives they have agreed with their manager. 8.7 Innovation and Improvement (Effective Problem Solving) The role holder is required to solve standard day to day problems as they arise, to choose between a limited number of options which have clear consequences, by following guidelines within the Helpdesk system or referring to what has been done before, and to recognise when a problem should be referred to others. It is an important requirement of the role to use initiative and creativity to resolve problems such as the diagnosis and analysis of technical computer problems and the testing of possible solutions before implementation. 8.8 Analysis and Research The role holder is required to establish the basic facts in situations which require further investigation and inform others if necessary, for example, to identify the source of technical faults and pass information on to the relevant specialist team.

4 It is a daily requirement of the role to solve technical and other problems by analysing routine data or information provided by relevant equipment, using predetermined procedures and gathering the information from standard sources. It is essential that the role holder works accurately to complete the task and resolve the technical problems. 8.9 Sensory and Physical Demands The role holder is required to carry out tasks at a level which would require either learning certain methods or routines or involve moderate physical effort, such as the use of a trolley to move computer equipment Work Environment The role holder is required to work in the offices, teaching spaces and IT labs within the University. The role holder is also occasionally required to understand how the work environment could impact on their own work or that of colleagues and take standard actions, within health and safety guidelines where applicable, for example, when moving, installing and maintaining computer and other electrical equipment Pastoral Care and Welfare The role holder is occasionally required to show sensitivity to those who may need help or, in extreme cases, are showing signs of obvious distress, for example if data has been lost due to a computer error. The role holder may initiate appropriate action by involving relevant specialist or more senior staff Team Development The role holder will assist new starters working in the same team on standard information or procedures. The role holder is occasionally required to train or guide others on specific tasks, or specialisms, e.g. AV computers, specialist software for those with visual impairment, giving advice, guidance and feedback on the basis of their own knowledge or experience Teaching and Learning Support The role holder is required to provide standard information or deliver teaching or training to introduce students or others who are new to the area to standard information or procedures, such as the configuration of a computer for the ResNet service Knowledge and Experience See person specification General To undertake any other duties commensurate with your grade, and/or hours of work, as may reasonably be required of you.

5 To take responsibility for upholding and complying with the University s Equality and Diversity policies and for behaving in ways that are consistent with fair and equal treatment for all. To comply with all University Health and Safety policies.

6 PERSON SPECIFICATION Job Title: LIS Assistant: Desktop and Audio-visual PERSON SPECIFICATION Department: Learning & Information Services Criteria / Desirable Method of identification Qualifications: Educated to A level standard (or equivalent), or above. /Certificates Proven Experience: Relevant experience working in an IT environment. Understanding of a helpdesk environment. Desirable Delivering academic and service excellence: Knowledge of PC software. Knowledge of PC and Mac hardware. Knowledge of current operating systems. Knowledge of network hardware. Knowledge of AV equipment and systems. Desirable Desirable Managing self and inspiring others: Approachable with good communication skills. Documentation experience and skills. Ability to work on own initiative to resolve problems. / Test Working together: Flexible and capable of working individually or as part of a team.

7 Organisational and stakeholder awareness: Accurate record keeping. Ability to plan, prioritise and organise own workload. Requirements are those, without which, a candidate would not be able to do the job. Applicants who have not clearly demonstrated in their application that they possess the essential requirements will normally be rejected at the shortlisting stage. Desirable Requirements are those that would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements. Method of identification is where the selection panel will match the candidate s skills and abilities to the required criteria outlined (i.e. application form, interview, test)

8 UNIVERSITY OF CHESTER TERMS & CONDITIONS OF EMPLOYMENT UNIVERSITY CENTRE SHREWSBURY LIS ASSISTANT: DESKTOP AND AUDIO-VISUAL SALARY SCALE University Scale OS5, points 15-18, 20,400-22,249 per annum payable monthly in arrears. RESIDENCE REQUIREMENT It is a requirement of this post that within 12 months of appointment, the post-holder should live within a 30 mile radius or within a one hour travelling time by public transport from the University. HOURS OF WORK Monday to Thursday Friday 9.00am pm 9.00am pm (less one hour for lunch each day) A flexible approach to work will be required as there may be occasions when it would be necessary for you to work additional hours as dictated by the workload. HOLIDAY ENTITLEMENT 22 days per annum (pro-rata during the commencement and cessation years), rising to 27 days after five years' continuous service. Two extra statutory days per annum during the Christmas period. MEDICAL EXAMINATION Successful candidates will be required to complete an Occupational Health questionnaire, and may be required to undergo a medical examination. ESSENTIAL CERTIFICATES Short-listed candidates will be asked to bring to interview, proof of qualifications as outlined on the Job Description and Person Specification provided. Upon appointment, copies of essential certificates will be required by HRM Services. PENSION SCHEME The University operates two pension schemes for support staff: The default scheme is the Higher Education Defined Contribution Scheme (HEDCS), which is administered by Friends Life. The Cheshire Local Government Pension Scheme, to which the University is an admitted body. All support staff are entitled to participate in one of these schemes. Some staff will be automatically enrolled into a scheme, depending on their age and earnings, but if they do not wish to remain a member of the scheme, they will be entitled to opt out after enrolment. EQUAL OPPORTUNITIES The University has a policy of equal opportunity aimed at treating all applicants for employment fairly. SMOKING POLICY The University operates a No-Smoking policy.

9 PROBATIONARY PERIOD A nine months' probationary period applies to all University posts. CLOSING DATE Candidates should apply for this vacancy via our online recruitment website ( by Thursday 18 th February 2016 quoting reference number HR15116.

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