IT HELPDESK ADVISER REF: TC449

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1 Information Services Directorate The Post IT HELPDESK ADVISER REF: TC449 The IT Helpdesk Advisor will be part of a team responsible for the provision of IT support via , phone and face to face for UEA students, staff and visitors. Informal Discussion For an informal discussion please contact Mr Iain Husband (IT Helpdesk Team Leader) on Tel: or Information Services Directorate Information on the Information Services Directorate is attached as Appendix A. Job Description A job description is attached as Appendix B. The precise duties will be agreed in discussion with the Manager. Person Specification The person specification for this post is attached as Appendix C. GENERAL Salary Salary will be 18,031 to 20,198 per annum on Grade 4 on the single salary spine. The normal expectation is that starting salary will be at the minimum of the advertised salary scale. Starting date The post is available immediately on a full-time basis for a fixed term period of 12 months. Terms and Conditions of appointment Full details of terms and conditions of employment for Technical staff will be made available to the candidate to whom the appointment is offered.

2 Annual Leave Entitlement There is an annual holiday entitlement of 20 days plus statutory (8 days) and customary (6 days) holidays. Superannuation The post is superannuable under the Universities Superannuation Scheme. Proof of Qualifications The person specification for this post lists qualifications that are essential and/or desirable and you may hold some or all of these qualifications. Please note that if you are short listed for interview you may be asked to bring to interview original certificates of these educational and professional qualifications. Please DO NOT provide these with your application. Entitlement to Work in the United Kingdom If you are shortlisted for interview you will be asked to bring to interview original documentary evidence of permission to work in the UK. Candidates invited to interview will be provided with a list of appropriate documents that can be provided as evidence. Please DO NOT provide this with your application. Workers from outside of the EU may be eligible to work in this role subject to their immigration status. However, due to the nature of this role and the level of qualifications required, please note that immigration legislation will not allow the University to apply for a sponsorship certificate for this post. Occupational Health Assessment Appointment will be subject to a satisfactory Occupational Health Assessment to be carried out by the University s Occupational Health Service. APPLICATION AND RECRUITMENT PROCESS Your completed application form should quote reference code TC449 and be returned by not later than 12 noon on 9 July 2014 in one of the following ways: accessed via the relevant vacancy details at then downloaded in Word format to be completed electronically then saved and sent as an attachment to or accessed via the relevant vacancy details from then downloaded in Word format to be completed electronically, then printed and posted to the Human Resources Division,

3 University of East Anglia, Norwich, NR4 7TJ, or accessed via the relevant vacancy details from and downloaded in PDF format and printed, to be completed by hand and returned by post to the Human Resources Division at the address shown above or forms received by post from the Human Resources Division should be completed by hand or typed and returned by post to the above address. Postal applications will not be acknowledged unless a stamped addressed envelope/postcard is supplied. For paper submissions please ensure you add the correct postage to your application pack as failure to do so will considerably delay receipt by this office and may jeopardise your application for this post. Please note that feedback will not normally be provided to those applicants who are not shortlisted for this post. Please note that applications received after the closing date will not normally be accepted. If you are submitting an application by post immediately prior to the closing date please contact the Human Resources Division on to let us know that your application has been posted, and if possible also send a copy by fax to or by to in order that we receive these by the closing date. Equal Opportunities Monitoring Form Please note that an Equal Opportunities Monitoring Form must be completed and returned with ALL applications, whether submitted by post or by . If submitted by , the Equal Opportunities Monitoring Form must be sent as a separate document/attachment to the Application Form. The Equal Opportunities Monitoring Form will be detached from the received application before short-listing takes place and will not form any part of either the short-listing or decision making process. Referees In naming referees in your application, you are requested to give only those who can immediately be approached and one of these must be your current employer, or if not employed your most recent employer. Interviews It is anticipated that interviews and tests will take place on 25 July 2014 and candidates who have not heard by this date should assume their application has been unsuccessful.

4 Successful shortlisted candidates may be notified of their interview times by telephone and/or and it is therefore essential you include both of these in your application. This document is available in alternative formats e.g. large print, disc and on-line. If you need this document in an alternative format please contact us on , fax , or

5 APPENDI A INFORMATION SERVICES DIRECTORATE Services The Information Services Directorate, led by Jonathan Colam-French (Director of Information Services) provides a range of academic and administrative support services for the University. Core service areas include: Library Services Group: (Director: Nicholas Lewis) Library providing a full range of print and electronic resources and services to support teaching & learning and research across all disciplines, through a Main Library on campus and a small branch Nursing and Midwifery library at King s Lynn. The Libraries contain approximately 830,000 books, 13,000 e- and print journals and provide more than 1300 reader places. Library Helpdesk services. Learning and Resources Centre supporting e-learning initiatives and staff development and training, run in collaboration with the Centre for Staff Education and Development. Archives & Special Collections including various regional and literary collections of national importance including Lorna Sage and Doris Lessing archives. Corporate Information Services Group: (Assistant Director: Jonathan Richardson) A full range of Corporate Information systems, including Student Information System, Finance, Estates, Payroll, HR, Accommodation, CRM, Library systems and Identity Management. Web services including the support of the main UEA websites via a web content management system, a staff and student portal and management of the Virtual Learning Environment. ICT Systems Group: (Director: Iain Reeman) Network support for the campus, data and telephony network including a student residence network. Central systems include management of two data centres, and central filestore via a SAN, server operating system support and authentication systems. The service develops and supports staff and student desktops and hardware and software procurement services. High performance compute and a large e-science cluster is available for researchers. Local support for specialist and research computing for all Academic and Administrative departments. Student IT areas are provided, including a 24/7 IT area within the Library building. UEA uses Microsoft office productivity tools.

6 Faculty IT Support Group: (Assistant Director: Steve Jackman) Local support for standard IT provision for all Academic and Administrative departments. Support for the development of e-learning and use of technology in teaching. IT Helpdesk services, (based in the Library). Support for AV equipment in teaching rooms, production services, video-conferencing and Access Grid support. Print Services providing a range of institution-wide photocopying and print services. Strategy, Policy and Compliance Group: (Assistant Director: Raymond Scott) Strategy and policy development and implementation. Ensuring information and security compliance. Project support. Secretariat support for the division. The Secretariat also provides the central telephone switchboard service for the University. Governance An Information Strategy and Services Committee (ISSC), chaired by a Pro- Vice-Chancellor, supports the development of information policies across the University. An Information Services Strategy has been developed through this Committee. The Director of Information Services is responsible for leading the programme of projects associated with the Information Services Strategy. Two sub groups of ISSC; the ISD Education Board and the ISD Research Board have the responsibility to recommend and oversee the strategic development of ISD services to support their respective areas. Two user forums, Library and IT & Computing provide advice on operational activity, best practice and policy development. A copy of the ISD Strategy is available online at: Information on the current ISD programme of work is available at:

7 APPENDI B JOB DESCRIPTION REF: TC449 Job Title: School/Department: Grade: Reporting to: IT Helpdesk Adviser Information Services Directorate 4 (Technical) IT Helpdesk Manager Brief summary of job function or purpose: The role holder will be part of a team responsible for the provision of IT helpdesk support via , phone and face to face for UEA students, staff and visitors. The role holder will be expected to develop paper and web-based user documentation and help sheets. DUTIES AND RESPONSIBILITIES Staffing the Helpdesk and logging/responding to requests for support from staff and students in person, by telephone or via . Referring more complex enquiries to IT support staff for additional support and monitoring to confirm that agreed response times are met. Using remote control and inventory tools to remotely resolve problems. Assisting students with MS Office and other software applications including Endnote. Helping users with assistive technology and other facilities such as scanners, CD Writers, screen readers and other specialist software. Assisting with IT account and software loan administration. Assisting with campus card production and dealing with campus card and access enquiries. Assisting with the provision of user documentation including user guides and help sheets, web pages and Frequently Asked Questions. Assisting with the provision of basic reports and statistical information. Contributing to project teams and supporting the roll-out of new systems into service. Regularly monitoring designated areas to log any malfunctions of IT equipment. Advising users to ensure they adhere to the Library Rules and UEA IT Conditions of Use. SUPERVISION GIVEN None. SUPERVISION RECEIVED The role holder will report to the IT Helpdesk Team Leader who will set and monitor objectives, and provide overall supervision. It is expected that there

8 will be regular meetings to assign work and feedback on progress. The role holder will be expected to work independently on agreed targets, ensuring that deadlines are met. During the initial probationary period a structured induction programme will be provided and signed off when completed. DECISION MAKING The role holder will be expected to make decisions within the assigned areas of responsibility. The role requires good knowledge of IT and an in-depth knowledge of Microsoft Office tools and corporate systems. The role holder will be expected to understand and follow documented procedures. CONSEQUENCES OF ERROR It is important that the answers provided by the Helpdesk staff are accurate, and that requests for assistance are followed up speedily. Failure or lack of clarity will cause frustration for end users and may mean that they are unable to complete work associated with their roles. CONTACTS The role holder will have day to day contact with many members of the University, providing the public face of the Information Services Directorate. The role holder will have regular contact with IT support staff, who will provide support. There may be occasional contact with IT suppliers. ADDITIONAL INFORMATION The post holder will work a rotating shift pattern covering the opening hours of the Helpdesk which is currently staffed between 8am and 7pm Monday-Friday. There may be a requirement to work outside normal hours (such as weekends) to assist with weekend cover or to meet specific deadlines. The role holder will be expected to be flexible in regard to working additional paid hours to cover for staff holidays and sickness. IT systems are regularly upgraded and full replacement systems are procured from time to time. You will be expected to attend staff training sessions to refresh and update systems knowledge and the range of core skills required to undertake the role. All role holders are expected to undertake such other appropriate duties as may be requested by the Director of Information Services.

9 PERSON SPECIFICATION APPENDI C Post: Division: IT Helpdesk Adviser (Ref: TC449) Information Services Directorate Applicants will be expected to demonstrate within their application how they meet the essential criteria for the role and provide evidence to support this. Criteria Essential Desirable Education and qualifications Good general education, including passes at GCSE at Grade C or above in English & Mathematics, or equivalent qualifications. AND/OR Significant experience in a directly relevant role. Qualification in an IT-related subject (NQF level 3 or equivalent) Previous experience Demonstrable experience of working in a customer service based environment. Experience of using and configuring a range of mobile devices. Experience of using and configuring operating systems and Office productivity tools. Experience of working in/providing support in an IT environment. Personal Skills and Attributes Demonstrable written and oral communication skills in English language and excellent interpersonal skills. Ability to deal with requests for help in person and over the telephone. Ability to explain technical solutions clearly and unambiguously to customers at all levels. Ability to follow instructions/procedures accurately with a high level of attention to detail. Demonstrable interest in IT. Evidence of ability to work independently and as part of a team. Appearance and self-presentation appropriate to the public nature of the post. Demonstrable evidence of good time management skills and flexible approach to work including the ability to be responsive to rapid change and to changes in shift pattern. Ability to create and maintain process documentation.

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