BIRMINGHAM CITY UNIVERSITY. Job Description HELPDESK DEVELOPMENT OFFICER

Transcription

1 BIRMINGHAM CITY UNIVERSITY Job Description HELPDESK DEVELOPMENT OFFICER Reference: Salary: 29,559-32,101 per annum Reporting to: Head of the Student Records System Division (Academic Registry) A. PURPOSE OF POST The University s Student Hub enquiry service is a new development that brings together the student reception, enquiry and information services delivered across its three campuses and other city centre buildings. The aim of the service is to provide consistent, correct information to students covering a wide range of queries, which it aims to resolve at the first point of contact. This is a strategically important development for the University and the Student Hub is seen as critical in the delivery of a high quality student experience. The main Hub enquiry desk will be physically located in the new Curzon Building (due to open in September 2015) on the University s City Centre campus providing a face-to-face service to students, with subsidiary enquiry desks at other campuses in due course. Students will also be able to access the service through an online helpdesk, telephone enquiries, through online self-service functionality and via a team of roving student advisors. Reporting to the Head of the Student Records System in Academic Registry, the Helpdesk Development Officer will be responsible for designing, developing, testing and implementing the online helpdesk software (Enterprise Service Desk ESD) and e:vision web portals. As part of the Academic Registry, the Student Records System Division provides operational support to key business functions within the University and is responsible for the ongoing development and implementation of the corporate student records system (SITS) including the e:vision web portal functionality and the ESD helpdesk. The Student Hub is currently in its first phase of development and the Helpdesk Development Officer will support the development and launch of the helpdesk in 2015 and its maintenance and development in the later phases of the project. B. PRINCIPAL ACCOUNTABILITIES The post holder has responsibility in the following areas under the supervision of the Systems Development and Information Manager: 1. Design, develop, test and implement the Helpdesk and e:vision web portals. Lead on system enhancements, development and security. 2. Manage and maintain the helpdesk software. Set up and maintain the call categories on ESD, monitor usage and service levels, reporting to the Student Enquiry Service Manager on areas of concern. Helpdesk Development Officer Page 1 of 5

2 3. Contribute to ongoing business analysis to inform further developments and enhancements to the Helpdesk and e:vision web portals. 4. Write and maintain system documentation. 5. Contribute to writing and maintaining training materials for the Helpdesk and delivering training to users on a one-to-one basis or in group sessions. 6. Provide technical support to users of the Helpdesk, investigating and resolving technical problems. 7. Liaise with the software supplier (Tribal) in relation to technical problems and future upgrades. 8. Keep up-to-date with future software upgrades and new components and make recommendations on their usefulness for the University. 9. Contribute to a regular schedule of system maintenance, upgrades and testing. 10. As required to provide general support to the team in the Student Records System Division in the development of the student record system and online portals. Context The University is in an exciting phase of its development. Phase 1 of the expansion of our City Centre Campus, the Parkside Building, opened in Phase 2, the Curzon Building, is set to open in September 2015 and several other major construction projects are either under way or planned. This work is ensuring that the University remains competitive and maintains the popularity it has developed in recent years. It also supports our strategic vision and commitment to improve the student experience and develop the student community. The Student Hub is a key building block within the University agenda to transform the student learning experience. It supports the delivery of the University s objectives to continuously improve operational systems and processes and to maximise student satisfaction and the learning experience. Health and Safety The University is committed to the Health and Safety of its employees and all staff are expected to participate in health and safety related training as instructed by their line manager. All staff are expected to take responsibility for themselves, and for the staff they manage, to ensure that they are up-to-date with health and safety information, risk assessments and training. Special Conditions None Helpdesk Development Officer Page 2 of 5

3 Other The post holder will uphold and promote the University s core values of Excellence, People Focused, Partnership Working, Fairness and Integrity. These values define how we work together with our staff, students and partners. The University reserves the right to vary the duties and responsibilities of staff. The above duties may be altered to suit the future needs of the service. Staff may be asked to work at any of the University s places of employment and campuses January 2015 Helpdesk Development Officer Page 3 of 5

4 PERSON SPECIFICATION Qualifications Honours degree or an equivalent relevant qualification or degree-level experience A good honours degree in ICT or web development or a related area A professional ICT-related qualification Essential Desirable Assessed by: Application Experience Experience in the use of a corporate student records system Experience in the development of web portals Experience in the use and development of an online helpdesk Experience and understanding of modern web standards and experience of development using HTML, CSS and Javascript Application / Interview / Test A broad knowledge of the underpinning business processes and business functions for an online helpdesk Familiarity or experience with SITS:Vision student records system Familiarity or experience in the development of web portals using e:vision Familiarity or experience with Enterprise Service Desk Practical and Intellectual Skills An understanding of helpdesk operations and management Excellent level of ICT skills Numerate with a meticulous attention to detail and accuracy Personal Skills and Qualities A systematic, disciplined and analytical approach to problem-solving A client-centred approach to service delivery Application / Interview / Test Interview Helpdesk Development Officer Page 4 of 5

5 Flexible, adaptable and able to deal with a wide range of issues and competing priorities Ability to work effectively as part of a multifunctional team Demonstrable commitment to the University s core values of Excellence, People Focus, Partnership Working, Fairness and Integrity. Helpdesk Development Officer Page 5 of 5