GRADUATE INTERNSHIP - IT (Full-time - 11 Month Contract)

Transcription

1 GRADUATE INTERNSHIP - IT (Full-time - 11 Month Contract) Page 2 Page 3 Page 6 Page 7 Page 8 Advertisement Job Description Person Specification Conditions of Service Summary and Staff Benefits Information on Trinity Laban Conservatoire of Music and Dance

2 GRADUATE INTERNSHIP - IT CONTRACT: FULL-TIME, FIXED TERM FOR 11 MONTHS (47 weeks) Salary: 10, for contract Trinity Laban Conservatoire of Music and Dance is a forward thinking, contemporary and world-class Higher Education Institution with a vision to redefine the conservatoire for the 21 st century. At the leading edge of music and dance training, it provides specialist education of the highest quality, which reflects the increasingly collaborative world of artistic practice and supports the lifelong career development of students and professional performing artists. This is an excellent opportunity to gain practical IT support experience in a small IT team, as well as an insight into the Conservatoire sector, in a team within which your contribution will be highly valued. You will provide first line IT support to staff and students, record and manage support requests in a Helpdesk system, play an important communication role during major IT incidents, and participate in the day-today work of the department. It is expected that by the end of the internship you will have gained skills and experience which will increase your marketability to future employers. Experience of working in a professional IT support team is essential, along with a good technical knowledge of desktop systems and the tools and techniques for managing PCs in a corporate environment. You'll also have a working technical knowledge of end user IT hardware, and a basic knowledge of IT security risks and how to mitigate them. You'll be a problem solver with excellent customer service skills, and an eagerness to tackle the unfamiliar. You will be able to plan and prioritise your workload to meet deadlines, and have the ability to work under pressure. For an information pack and application form, please go to the Job Opportunities page of our website at or contact: Paula Emms, HR Officer, on or [email protected] Closing date: 12 Noon, Friday 16 th August 2013 (no agencies) Interviews: Week commencing 2 nd September 2013 CVs will not be accepted unless accompanied by a completed application form. Trinity Laban Conservatoire of Music and Dance is committed to equal opportunities and diversity. City University London validates Trinity Laban s postgraduate diploma and degree programmes across music and dance, including the Research Degree Programme. Within the validation partnership Trinity Laban is responsible for the delivery and management of the provision and City University for assuring the quality and standards of the programmes. Trinity Laban Conservatoire of Music and Dance is a company limited by guarantee registered in England and Wales Company No Registered Charity No

3 JOB DESCRIPTION Post: Department: Reporting to: Contract: Salary: Graduate Intern - IT IT Head of IT Full-time, Fixed-term for 11 months (47 weeks) 10, for duration of contract PURPOSE OF THE POST To provide a first line IT support service to all users of Trinity Laban IT and telephony facilities. The IT Graduate Intern acts as the gateway to IT support services, receiving initial requests for IT assistance, resolving them where possible, or passing them onto the appropriate member of the second and third line support team. As far as possible, the role is desk-based, so as to provide an all-day response service to users. However, it is likely that the role holder will spend some time attending support calls, particularly in the early months while knowledge of Trinity Laban systems is being developed. As the initial contact with IT, the IT Graduate Intern is required to provide excellent customer service and to ensure user confidence with IT support services remains high. The IT Graduate Intern also has an important role to fulfil during major IT incidents, when they will be responsible for ensuring good communications between IT and users are maintained. They will keep users informed during the progress of the incident, take calls and s from users and pass on relevant information to IT team members. The IT Graduate Intern is required to create and update user and system documentation (as appropriate to their knowledge and experience), maintain the IT asset register (and corresponding data held in Active Directory), and uphold the policies and procedures of the IT department. They may also be required to undertake a number of routine monitoring tasks, in order to ensure systems are running effectively and securely. OBJECTIVES To provide a first line IT support service to all users of Trinity Laban IT and telephony facilities; To gain relevant and transferable knowledge, skills and hands-on experience of day-to-day operations in a small IT Team; To receive, record and update support requests in the IT Helpdesk system; To be responsible for maintaining good communication during major IT incidents; To maintain the IT asset register and IT documentation; 3

4 To observe and uphold the policies and working practices of the IT Department and work in close co-operation with all members of the Trinity Laban IT team. DUTIES To provide a first line IT support service to all users of Trinity Laban IT and telephony facilities Respond to initial requests for IT assistance from students and staff; Service and resolve IT requests which are commensurate with knowledge and skills; Escalate IT requests as appropriate to the correct second or third line IT support staff; Keep users informed throughout the process of resolving their reported request; To receive, record and update support requests in the IT Helpdesk system Record and manage incoming support requests in the IT Helpdesk, either taking ownership of requests or assigning to the correct member of the IT team; Encourage and support users to submit requests via the IT Helpdesk; Update support requests as work progresses. To be responsible for maintaining good communication during major IT incidents Answer phone and enquiries from users; Pass on relevant information to second and third level IT support staff; Keep staff and students informed of the situation, following the current IT Incident Management procedures; To maintain the IT asset register (and corresponding data in Active Directory) and IT documentation Update the IT asset register and Active Directory whenever computers are moved or assigned to new users; Create and maintain relevant documentation such as user guides and system details; Publish documentation appropriately, for example on the staff intranet, Moodle, or the IT documentation folder; To observe and uphold the policies and working practices of the IT Department and work in close co-operation with all members of the Trinity Laban 4

5 Maintain an up-to-date knowledge of Trinity Laban IT policies and working practices; Apply policies and working practices appropriately; Attend relevant IT progress and planning meetings; Undertake specific tasks as directed by the Head of IT. THE POST HOLDER MUST: At all times be committed to Trinity Laban s Equality and Diversity Policy. Adhere to all policies and procedures relating to Health and Safety in the workplace. The above list is not exclusive or exhaustive and the post holder will be required to undertake such duties as may reasonably be expected within the scope and grading of the post. All members of staff are required to be professional, co-operative and flexible in line with the needs of the Conservatoire. Trinity Laban has a no smoking policy on its premises. 5

6 GRADUATE INTERNSHIP - IT PERSON SPECIFICATION EDUCATION / QUALIFICATIONS Undergraduate IT degree (minimum degree classification: 2.1) EXPERIENCE Experience of working in a professional IT support team Experience of working in the HE sector KNOWLEDGE Good technical knowledge of desktop systems, and the tools and techniques for managing PCs in a corporate environment Working technical knowledge of end user IT hardware (for example PCs, mobile devices, printers, scanners) Basic knowledge of IT security risks and good practice required to mitigate these risks SKILLS & ABILITIES Excellent customer service skills Ability to take responsibility for areas of work and see them through to conclusion Ability to plan and prioritise a varied workload and meet deadlines, working on a number of different and separate tasks simultaneously Ability to work under pressure A strong attention to detail Ability to work both independently and as part of a team, including supporting colleagues PERSONAL QUALITIES A proactive and flexible approach to work A commitment to the principles of equal opportunities and diversity and the application of these throughout all activities A problem solver, eager to learn and tackle the unfamiliar Desirable You are advised to provide evidence of all of the above criteria in the supporting statement which accompanies your application, as this will be the basis through which applications will be considered. Please note: Applicants for this internship must be eligible to work legally in the United Kingdom. If you do not have the necessary permissions to do so, unfortunately we are unable to consider your application. 6

7 GRADUATE INTERNSHIP IT CONDITIONS OF SERVICE SUMMARY Contract: Hours: Location: Salary: Annual Leave: Sick Pay: Staff Development: Library: Car Parking: Cafeteria: Classes: Events: Childcare: Eye Care: Full-time for 11 months (47 weeks), subject to three-month probationary period. Thirty-five hours per week, usually 9.00 to 17.00, Monday to Friday. You will be based at the Faculty of Dance Building (Laban, Creekside), but may also be required to work at the Faculty of Music building (Trinity, King Charles Court, Old Royal Naval College) 10, for duration of contract 18 days, in addition to Statutory, Bank and Public Holidays. Trinity Laban Conservatoire of Music and Dance operates the Statutory Sick Pay Scheme, A range of Staff Development opportunities are available. The Laban Library & Archive (Faculty of Dance) and the Jerwood Library of the Performing Arts (Faculty of Music) are available for use. A limited number of parking spaces are available at the Laban, Building subject to availability. Our Cafeterias/Licensed Bars at both sites serve a range of hot and cold drinks snacks. Reduced rates access to Adult Classes. There are a wide range of music and dance performances each week, many of which are free to members of staff. Trinity Laban operates the Edenred childcare voucher scheme. Details are available on request from the HR Department. Vouchers for eye tests are available for VDU users. Health: Reduced rates for Health services and access to the Cash 4 Health plan. Details are available from the Health Department. 7

8 INFORMATION ON TRINITY LABAN CONSERVATOIRE OF MUSIC AND DANCE In 2005, Laban joined nearby Trinity College of Music to form Trinity Laban Conservatoire of Music and Dance. The pairing of these two leading organisations has created a diverse community of performers, choreographers, composers, designers, teachers, researchers and writers. As the traditional divisions between art forms blur, Trinity Laban provides its students with unique collaborative opportunities in an environment of creative and technical excellence. We encourage our students to explore the ever-evolving art forms of music and dance, and provide the real-world skills they need to become the artistic leaders of the future. The Conservatoire runs a vibrant programme of performances and festivals as well as ground breaking education, community and social-inclusion schemes. FACULTY OF DANCE Trinity Laban is one of Europe s leading centres for the training of professional contemporary dance artists, attracting students from around the globe. We have the largest team of specialist contemporary dance teachers in the world as well as exceptional facilities. Our state-of-the-art building won the UK s highest architectural award - the RIBA Stirling Prize for Building of the Year - and recently topped The Daily Telegraph s list of the most inspiring buildings in Britain. We are training the leading dance artists of tomorrow - we provide our students with the best artistic training and the skills they need to succeed in the professional world. Trinity Laban was the highest ranked dance institution in the Guardian Higher Education/University League Tables FACULTY OF MUSIC Located in the beautiful Wren designed King Charles Court at the Old Royal Naval College in Greenwich, Trinity Laban s Music Faculty is one of the UK s leading centres for the training of professional musicians. It is a creative and cosmopolitan community of performers, composers, teachers and researchers. Thank you for the interest that you have expressed in working for Trinity Laban. We wish you success with your application. 8