Senior Helpdesk Officer

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1 Senior Helpdesk Officer Directorate of Student and Learning Services (SLS) nformation Systems and Technology - Help, Advice and Guidance Permanent Full time Salary 25,013 to 30,728 per annum, dependent on experience Vacancy reference SLS 1110/13 Closing date 3 February 2014 at 12 noon This post is open to existing Sheffield Hallam University employees only The University Sheffield Hallam University is one of the UK's most progressive and innovative universities. We pride ourselves on making a difference - to our students, our staff and to the businesses we work with. Our research and business ideas, alongside our sought after graduates, contribute to the economic and social development of both our region and to the UK as a whole. Our teaching is first-rate and is supported by our world-class applied research. Our students are a diverse group and benefit from a tailored approach that helps them to get the most from their studies. We offer top quality teaching and learning facilities and the ability to learn flexibly in a way that best suits their needs. For example, we are one of the UK's leading universities in e-learning and offer a range of distance learning and part time courses as well as the more traditional full time courses. Our industry partners choose Sheffield Hallam because of our flexible, business led approach and our high quality research, facilities and students. Our partners include Sony, BP, NHS, Network Rail, Cisco, SAP and Microsoft. Our facilities are state-of-the-art and we have invested heavily in new technology to ensure that our technological capability matches the cutting-edge approach of our teaching. We are recognised as a Centre of xcellence for Teaching and Learning, e-learning and employability. Although currently in the process of review, the University's Corporate Plan for outlines our priorities and is available to download at Student and Learning Services (SLS) The Directorate of Student and Learning Services provides learning, T and advisory services and support to our students, from pre-entry advice through to career guidance. The Learning Centres at both City and Collegiate Campuses are also operated by SLS. The Directorate's work is split into four portfolios: Learning and nformation Services (LS) nformation Systems and Technology (S&T) Quality nhancement and Student Success (QSS) Business Services

2 We aim to enable all learners to realise their potential so we work with our colleagues across the University and with external organisations to help give our students a positive experience. Our staff The SLS "People Principles" (see below) demonstrate our commitment to creating an environment in which staff feel motivated and enjoy a stimulating and rewarding experience at work. These principles are underpinned by the SLS Attributes Framework which is used in our recruitment process - see the person specification for further details of the attributes required for the post you are interested in. While the majority of SLS staff are based at City Campus, some are at Collegiate Crescent and some S&T staff are also based at Hallamshire Business Park. Our People Principles SLS staff will: 1. Understand and engage with our students and stakeholders to continuously improve our services 2. Work collaboratively within our teams, across the Directorate and with our partners to achieve shared goals 3. Share information and develop best practice to carry out our work effectively and efficiently 4. Take up opportunities to develop our skills and knowledge to meet changing business needs and to achieve individual potential 5. Create a working atmosphere based on mutual trust, where all contributions are valued, successes are celebrated and feedback is given and received constructively 6. mbrace diversity and promote fairness and equality for staff and students 7. Understand our roles and responsibilities and have clear expectations for achievement, retaining the flexibility to respond to new circumstances 8. ngage in meaningful consultation about future plans and goals and support each other through change 9. Seek to meet our challenges creatively, innovatively and positively 10. Recognise the importance of a healthy work/life balance and make use of the University's progressive employment framework when appropriate Find out more about SLS and the services we offer Or take a look at the latest news on our blog We look forward to receiving your application. Aline Hayes, Director of nformation Systems and Technology nformation Systems and Technology (S&T) S&T provides a range of University-wide services including: Direct T desktop support for staff users T nfrastructure supporting all T services across the University, including data-centres, wired and wireless network services, and business continuity Policies and arrangements for the security of systems and data Provision for and support of key University information systems applications Presentational and projection facilities, film and lecture theatre provision and support, media editing suites, and bespoke media services Purchasing for T equipment, software and services across the University

3 T provision for learning and teaching, including open access spaces, for all University students - this includes us investing 5 million a year in our T facilities to make sure our students are fully supported. We have over 3,600 student PCs in learning centres, teaching rooms, catering outlets, nformation Works PC areas and other locations around the University, with the latest versions of over 250 applications. Find out more about S&T at or via Twitter Help Support and Guidance Help Support and Guidance offer a frontline T support service across the University, via phone, , chat and Learning Centre Helpdesks. We are responsible for the proper logging and escalation of issues presented to the T service and for ensuring users get up to date information about the state of the service as a whole. Generally we will be looking to answer as many queries as possible at the front line, acquiring knowledge from second and third line teams in order to do so. n parallel we will be developing a selfservice framework whereby service users can get access to tools and guidance to resolve their problems independently. The area consists of three teams: Service Desk - This team is primarily responsible for the operation of the virtual service - contact is made by phone, and chat. Helpdesk Team, City - working mainly in the Adsetts centre on City campus this team are responsible for offering specialist T support at the Learning Centre helpdesks as well as ensuring the proper operation of the T equipment in the learning centre. Helpdesk Team, Collegiate - working mainly in the Collegiate Learning centre on Collegiate campus this team are responsible for offering specialist T support at the Learning Centre helpdesks as well as ensuring the proper operation of the T equipment in the learning centre We aim to provide a consistent service across the University and there is a principle that while staff are based in a given team, Help Support and Guidance operates as a single unit. n as much as this is the case, all staff will become familiar with the working environment of others across the area in order to be able to support colleagues should the need arise and also to widen their knowledge and expertise. Location Collegiate Crescent Campus This post is based at our Collegiate Crescent Campus which is a leafy oasis set in Victorian landscaped gardens. The Campus is close to cclesall Road, which is bustling with shops, bars and cafés.

4 Discussion and selection event For informal enquiries regarding this post please contact Duncan Holden (Helpdesk Team Leader) on: Telephone mail Proposed selection event Week commencing 17 February 2014 The selection event for this post will comprise of an interview and scenario based presentation.

5 Job description Job Title Faculty/Dept Senior Helpdesk Officer Directorate of Student and Learning Services Grade 6 Reports to Direct reports Role Purpose Appropriate Team Leader Student Placement as required Deliver first and second line T and AV Support services at service points or visiting user as necessary, utilising a high level of experience and depth of knowledge contributing to the delivery of a quality service. Responsibilities Actively promote and support the new shared services and new ways of working to deliver services in an efficient and effective manner. Contribute to the continuing development and improvement of S&T services and the user's experience. Work effectively and collaboratively as a member of the team. Work collaboratively with other members of S&T and colleagues in faculties and directorates to ensure the effective delivery of services. Work to ensure documentation are created and maintained to enhance and facilitate information sharing across the shared service. Continually develop and maintain the skills relevant to your role. Take a customer focused approach to the delivery and development of all S&T services. Work with other team members and across S&T to achieve a common understanding of S&T's objectives and those of the University. Work with other team members and across S&T to demonstrate to adhere to and embody the SLS people principles and attributes. Take ownership of issues and make decisions that are appropriate to the role to ensure the delivery of the service. To ensure work is carried out following agreed processes and frameworks. Specific Responsibilities The focus of an individual s member of staff s work will be determined by which team they are located in. Specific duties include Provide a customer focused first and second line T and AV support services as required including delivery of phone and face to face support at defined service points and at elbow support for staff and students. Bringing a high level of expertise and depth of knowledge to the support of users and acting as a point of reference for colleagues. Proactively identifying and resolving problems with services or systems within their area of expertise. Provide support to staff and students in their use of T Support Services, including fault finding, resolution of incidents and provision of advice and support as to the best solutions and services to meet their needs. The approach to the resolution and recording of all user issues is to be in line with defined processes and procedures. Take responsibility for the co-ordination and delivery of defined aspects of T and AV Support, Service desk and helpdesk operations. These would include but not exclusively:

6 o T teaching spaces o T and AV facilities in the learning centres. o T and AV Support for University events and processes e.g. Clearing, enrollment and ad hoc events, this will occasionally require out of hours working. o Communication of operational service status, changes and development to colleagues on a day to day basis o Configuration and maintenance of the service desk phone system o Testing of systems development o Software support service; o Self help-material production and FAQs o Liaison with external service provider o Other operations as required Develop and maintain expertise, knowledge and skills in an agreed area of information technology to enable the role holder to provide first and second line advice and support to students and for specific services for teaching, research and administration as required. Working with the appropriate technical lead or expert as necessary. These would include but not exclusively: o Support of T associated with specialist research and teaching equipment in various subject areas. o Support for specified software packages or systems, e.g. Photoshop, Autocad, Word, digital signage, etc. o User account administration for and filestore o Network printing o Mac OSX o Linux desktop o nfrastructure configurations and corporate systems developments Contribute to the delivery of learning centre services including, but not exclusively: first line information and other enquiries on the learning centre helpdesk, learning centre projects and groups as required. Develop and maintain a knowledge and appreciation of learning centre activity and projects in order to answer first line information enquires as required. Manage small scale projects or tasks as part of larger projects, service delivery or enhancement Undertake the line management of student placements as required. Working with the appropriate team leader manager and service manager to ensure that the placement achieves its objectives and provides quality student placement. Contribute to the support and delivery of research and teaching including providing help and support with the use of T within a classrooms teaching environment and working with colleagues to install deploy and support specialist hardware and software. Contribute to the delivery of workshop repair services and the management of the lifecycle of T and AV equipment, including the disposal of redundant equipment, as appropriate to their role and team s responsibilities. Contribute as required to the installation of fixed AV equipment. Contribute to the 1:1 support service providing direct support to staff and students using T and AV services on a bookable basis Work as part of S&T project teams as required Any other duties as required in order to deliver the objectives of the service area or the S&T portfolio Attributes Customer focus Core nformation sharing Core Personal responsibility and accountability Core Team working Core

7 Person Specification Job Title Faculty / Directorate Senior Helpdesk Officer Directorate of Student and Learning Services / S&T (* ssential or Desirable) Details * D* vidence** Attainment Degree in T or T-related technical discipline D videnced achievements e.g. relevant qualifications (or equivalents), training, membership of professional bodies Relevant qualification or training (e.g. T Support, Service Desk, Customer Service qualification) D xperience xperience in T and/or AV focused customer support Type of experience and specific knowledge required for this job xperience of leading operational implementation of work and/or delivering small scale projects Broad technical understanding of T and/or AV Demonstrable in depth knowledge of at least one software package, technology or technique relevant to the role + Practical experience of a wide range of application software and a working knowledge of Microsoft Office products Work experience in a H/F environment D Competencies Commitment to providing customer services + Skills and abilities required for effective performance e.g. numeracy, attention to detail, oral and written communication, planning and organising, leadership skills, ability to cope with conflicting demands/deadlines Ability to follow processes and procedures and work within management frameworks Strong analytical and problem solving skills xcellent communication skills with the ability to communicate technical and non-technical information to staff at all levels using a variety of media and formats (e.g. web, video, , telephone or face-to-face methods.) P P + Proactively develops own capability Good interpersonal skills + Ability to be supportive of and work well with others as part of a busy team Methodical approach to tasks with the ability to prioritise and work to deadlines P Can make and take responsibility for operational decisions Attributes Please refer to the SLS Attribute Framework Applicants should be to able to demonstrate the following attributes: Customer focus (core level) + P nformation sharing (core level) + P

8 Personal responsibility and accountability (core level) + P Team working (core level) + P Other relevant information e.g. shift work or weekend working, travel in UK or abroad (state approximate frequency i.e. travel abroad twice a year) vening or weekend work on occasions Call out and occasional working outside standard hours may be required Will be expected to work on any campus as required **vidence/method of Assessment: = Application form G = Group xercise = nterview n-tray = n-tray xercise T = T Test OT = Occupational Test P = Presentation PT = Psychometric Testing Q/C = Qualifications/Certificates

9 How to apply Complete the Sheffield Hallam University application form and it to Call us on if you have any questions about completing the form or the recruitment process. You will be informed as soon as possible after the closing date if you have been short listed. f you have not received notification from us within four weeks of the closing date, please assume you have not been successful on this occasion. Non-U nationals We have a legal responsibility to ensure that all employees are entitled to live and work in the UK. f a job requires highly specialist skills and qualifications we may be able to provide a Certificate of Sponsorship to help you gain entry clearance or leave to remain in the UK from the UK Border Agency. Further guidance on the UK Border Agency Points Based System can be found at You can also the Human Resources Directorate at quality and diversity drive our success quality and diversity are essential to our academic and business strengths. We believe that excellence comes through recognising the value of each individual. We aim to create an environment that respects the value of each individual and the diversity of staff and students in the University's community. This will enable them to contribute fully, and to derive the maximum benefit and enjoyment from their involvement in University life. Positive about disability We use the symbol on the right, along with other like-minded employers, to show our commitment to good practice in employing people with a disability. t also enables people with a disability to know which employers will be positive about their abilities. All applicants who meet the minimum criteria (based on the person specification) for a job vacancy and have declared their disability are guaranteed an interview and considered on their abilities. Stonewall Diversity Champions programme We are members of the Stonewall Diversity Champions programme, reinforcing both our commitment to improving the workplace culture for lesbian, gay and bisexual employees and our recognition that people perform better when they can be themselves. Stonewall recognises Sheffield Hallam as a forward thinking 21st century employer which aims to recruit, recognise, and support the very best people regardless of background.

10 Trade unions We are committed to working in partnership with staff representatives. You are welcome to join a trade union, professional association or staff organisation and participate in its activities. We recognise the following unions for the purposes of collective bargaining UNSON, GMB, T&GWU, UNT, UCU. Benefits of working for us We offer generous holiday entitlements - annual leave entitlement is a minimum of 25 days (pro rata if you work part-time) and rises depending on staff group and grade. n addition to the eight standard UK bank holidays, up to six extra statutory days (a minimum of four) are provided each year for extended University closure around some UK public/holidays. We understand the need for a good work-life balance. That's why we support and operate a number of flexible working schemes including job-share and flexible working hours where applicable. We operate an incremental grade structure. This means that you will be eligible to receive an annual pay increase (subject to satisfactory performance) until your salary reaches the maximum salary for your grade. Our defined benefit pension schemes are a real asset to your peace of mind. Depending on the job you're appointed to, you will be entered into either the Local Government Pension Scheme (LGPS), Teachers Pension Scheme (TPS), or remain in the Universities Superannuation Scheme (USS) if you are a current member. We also offer many other benefits including Travel discounts, Family Friendly Schemes, Health and Wellbeing and Training and Development opportunities for staff. For more information about the benefits available to you, visit Living and working in Sheffield Sheffield is the greenest city in ngland. We have over 200 parks and woodlands and a third of the city is in the Peak District National Park. We have excellent rail links to all major cities and the city centre is in walking distance of both our campuses. For more information, visit Other important information All appointments are made subject to confirmation of eligibility to work in the UK and satisfactory declaration of health from the occupational health consultant to make sure you are medically able to carry out the type of work involved in the post. Appointments are also subject to receipt of satisfactory references and any other checks that may be required for the role. We comply fully with requirements of the Data Protection Act This requires us to tell you we will: hold details of your name, address and the post applied for to assist the recruitment process hold the information on your equal opportunities monitoring form, to monitor the effectiveness of our policies retain records for unsuccessful applicants for one year, after which time the records are destroyed For overseas applicants we normally reimburse travel expenses from the port of entry into the UK only.

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