JOB DESCRIPTION. Job Title: Multimedia Support Officer. Department /Division/Unit: AAS. Faculty/Professional Service: IT Services

Transcription

1 JOB DSCRIPTION Job Title: Multimedia Support Officer Department /Division/Unit: AAS Faculty/Professional Service: IT Services Location: London based Reports to: Multimedia Manager Responsible for: n/a Full Time/Part Time/Casual: Full time, one year fixed term Hours : Full time Grade: 4 Overall Purpose of the job The Multi-Media Support Officer provides support and assistance to the Multimedia Officers and the Digital Officer in all aspects of the delivery of Multimedia production and presentation services. S/he takes part in filming, recording and editing multimedia content using a range of platforms and for uploading content to various channels. The Multi-Media Support Officer assists the studio Manager with the day-to-day running of the service and plays a key role in supporting events and assisting with studio projects. S/He also assists the Digital Officer with photography shoots and deputises for all multi-media team members in their absence. The roleholder also has primary responsibility for scheduling automatic recordings on the School lecture capture system (Panopto), for editing these and uploading to the School VL (Moodle). They also provide first and second line customer support to teaching and support staff across the School and act as first point of contact for customer enquiries via the Footprints Helpdesk software. The role-holder will: 1. Monitor and respond to customer enquiries via the Footprints helpdesk system 2. Deal with multimedia event bookings and assist with event planning 3. Liaise with customers and advise them on multimedia services and solutions 4. Schedule and monitor remote lecture/event capture via the Panopto recording service 5. Liaise with the Teaching Support Office and staff from academic departments to provide ad hoc lecture/event recordings on request 6. dit remote lecture content and upload to various platforms 7. Assist with the capture and editing of audio recordings 8. Set-up and record/film live events 9. Carry out livestreaming of events Page 1 of 8

2 10. Assist the Multimedia Officers with filming, recording and photography in the multimedia studio 11. Assist with multimedia projects e.g. MOOC production 12. Carry out multimedia editing using a range of programmes. nsure quality standards and approved branding are applied. 13. Deputise for the Studio Manager and other Multimedia Officers in their absence 14. Assist the Digital Officer with photography assignments and with large events 15. Liaise with other ITS staff on all relevant multimedia matters 16. Work to agreed service standards and monitoring multimedia output against these 17. Undertake other such routine duties as may be required by the Digital Services Manager/Studio Manager/Multimedia Officers Principal Duties and Responsibilities Communications Deal regularly with customer enquiries and requests by and telephone and in person. Monitor and respond to tickets via the Footprints helpdesk software. Convey information in the most appropriate format. Convey specialist multimedia information and instructions to non-specialists in a clear and concise manner. Deal politely and appropriately with customers, both internal and external. Give clear verbal instructions to groups at events e.g. high-profile lectures and events, large photography shoots. Promote the activities and services offered by the multimedia team. Write content for the multimedia webpages for dissemination across the School Advise and instruct customers up to senior management level during filming and recordings. Liaise with key stakeholders to deliver services and projects e.g. xternal Relations, the Director s office, leads in the Division of ducation mail communications and documentation to the multimedia user-base and the wider IT Services team xplain systems and procedures to members of functional areas (IT Services, Division of ducation, TSO, Faculties), and other School staff in general. Teamwork and Motivation Contribute flexibly to the work of the Multimedia team and wider Digital Services team, deputising for the Multimedia Officers/Studio Manager/Digital Officer in their absence Work collaboratively within the wider Digital Services team Train other staff in the use of multimedia production and presentation systems as required. Share tasks with others, including agreeing individual responsibilities and ensuring tasks are completed to a high standard and to deadlines Work with limited supervision Page 2 of 8

3 Work alone to a received brief Provide training to helpdesk staff and non-specialists as required Develop close working relationship with the stakeholders of the School s digital platforms within the department and across the wider School Build strong relationships with all members of the Digital Services Team, the Application Management and Support (AMS) Team, the Helpdesk and the wider IT Services team Liaise with the Digital Services Manager, members of the multimedia team and other key team members to plan work on day-to-day and project-based initiatives, contributing flexibly to the requirements of the role and the goals of the team Liaison and Networking Under the direction of the Digital Services Manager, liaise with business partners across the School Work collaboratively with other Bloomsbury institutions e.g. Birkbeck to develop shared services and develop best practice Liaise with stakeholders across the School to plan events e.g. xternal Relations In the absence of the Multimedia Officers, liaise with external suppliers and maintenance contractors ensuring high levels of service are provided. Attend external events of relevance to the role and develop a network of associated contacts Liaise with members of IT Services as required to facilitate information-sharing and exchange and to expedite problem-solving frequency; day-to-day or as required. Service Delivery Work closely with the Digital Services Manager, Multimedia Officers and Digital Officer to provide high-quality multimedia services for events (filming, livestreaming, audio recording). Deal with multimedia event bookings and assist with event planning Act as first point of contact for multimedia enquiries escalated by the Helpdesk and elsewhere and ensure queries are dealt with in an appropriate and timely manner. Monitor support provision against set service standards. Liaise with customers and advise them on multimedia services and solutions Schedule and monitor remote lecture/event capture via the Panopto recording service Liaise with the Teaching Support Office and staff from academic departments to provide ad hoc lecture/event recordings on request dit remote lecture content and upload to various platforms Assist with the capture and editing of audio recordings Assist the Multimedia Officers with filming, recording and photography in the multimedia studio Assist with multimedia projects e.g. MOOC production Carry out multimedia editing using a range of programmes. nsure quality standards and approved branding are applied. Deputise for the Studio Manager and other Multimedia Officers in their absence Page 3 of 8

4 Decision Making valuate and advise the wider team and department on alternative products and systems which contribute to the development and enhancement of multimedia, according to departmental operating plans and wider School objectives. valuate and advise on multimedia solutions within specified remits and contribute to multimedia budget planning accordingly. Decide on best solutions for multimedia project requests and advise customers accordingly Decide on multimedia set-up for filmed events e.g. large lectures, public engagement events and carry out associated filming and recording duties Make decisions on editing work in order to achieve high quality end products which best promote the business of the School. Manage own workload, prioritise projects and tasks in order to ensure deadlines are met Contribute to multimedia service development through team events and planning meetings Decide on appropriate platforms and tools to ensure high-quality outputs Assist the Studio Manager and Multimedia Officers with the prioritisation of multimedia work e.g. managing competing demands for studio use Planning and Organising Organise the studio calendar and bookings for multimedia services Contribute to the planning of events e.g. high profile lectures, conferences Work on assigned tasks that are delegated to the role from the Digital Services Manager, and/or Multimedia Officers. On a day-to-day basis organise one s own work regime, planning time to achieve objectives in a timely and agreed manner. Initiative and Problem Solving A key area of the role is to liaise with stakeholders over their multimedia requests and capture requirements for multimedia projects. The role holder needs to analyse these in order to formulate and devise best solutions. The role requires that problem-solving & fault-finding, as well as general support, are core components of the support of the multimedia systems. This would manifest itself on a day-to-day basis as general and technical administrative tasks and the decisions to be made as and when to apply solutions. Technical expertise is required, covering all multimedia platforms, both from an application and operating system point of view, utilising proactive reporting and alerting tools and the analysis of system logs and monitoring facilities. This applies individually and through the approach of the TDM team as a whole. The role would also be expected to contribute to suggesting innovations that could be applied to multimedia systems, either from a technical or business process point of view. These would need to be perceived, considered and developed within the wider strategic framework, both at a team and School level. Troubleshoot and initiate timely solutions in the event of systems failure e.g. equipment failure during filming, recording etc. Be able to operate in a range of locations (including off-site filming and recording). Find the best project solution and initiate work-arounds in adverse filming conditions. Work closely with the Studio Manager and Multimedia Officers to develop bespoke solutions to service requests. Page 4 of 8

5 Work with limited supervision to achieve tasks to deadline Manage competing workloads and service demands Work with the rest of the multimedia team to develop automated solutions, improve resilience and reduce demands on frontline services Analysis and Research Monitor usage of multimedia services and provide usage statistics Monitor service against agreed service standards and suggest areas for improvement Develop best practice in relation to the use of multimedia systems. Assist the Studio Manager and Multimedia Officers to capture stakeholder requirements and analyse these in order to formulate, influence and contribute to future developments and strategy relating to multimedia systems. Assist with the analysis of business processes, in order to assess problems and provide efficiencies. Maintain up-to-date knowledge of multimedia technologies and advise on their implementation according to departmental operational plans and wider School objective and strategy. Additional Information Generic duties and responsibilities of all LSHTM employees This job description reflects the present requirements of the post but may be altered at any time in the future as duties and responsibilities change and/or develop providing there is full consultation with the post-holder. The post-holder will carry out any other duties, tasks or responsibilities as reasonably requested by the line manager, Dean of Faculty, Head of Department or Director of Professional Service. The post holder will be responsible and accountable for ensuring all School policies, procedures, Regulations and employment legislative requirements are adhered to including equality and diversity and health and safety. This job description is not a definitive or exhaustive list of responsibilities but identifies the key responsibilities and tasks of the post holder. The specific objectives of the post holder will be subject to review as part of the individual performance review (appraisal) process. Page 5 of 8

6 PRSON SPCIFICATION This form lists the essential and desirable requirements needed by the post holder to be able to perform the job effectively. Applicants will be shortlisted solely on the extent to which they meet these requirements. Job Title: Multimedia Support Officer Department/Division: IT Services Competency vidence /D ducation, Qualifications and Training Higher education to degree level or equivalent or substantial experience directly relevant to the post Degree, NVQ, HND, or City and Guilds qualification in an audio-visual or related multimedia technology vidence of continuing professional development D xperience Providing Front Line Multimedia service support Supporting a broad range of applications, devices and associated software Operating and supporting multiple Multimedia production applications across different platforms diting multimedia content using a range of platforms Remote scheduling of event/lecture capture using Panopto or similar system (e.g. cho360) The ability to operate a wide range of video camera models, sound equipment, audio/visual mixing desks and camera/studio lights both indoors and outdoors. Practical sound production skills D Page 6 of 8

7 Multimedia integration and platforms e.g. Moodle integration Knowledge Knowledge of sound reproduction systems, radio microphone systems, sound mixing techniques - both live and in studio. Knowledge of a wide range of photographic cameras and photographic editing software. The ability to set up lights accordingly for photo shoots. Proficient in the use of a range of multimedia software including: Final Cut Pro, Adobe Premiere or Avid, DVD Studio Pro, Adobe After ffects, Compressor, Adobe Illustrator, Adobe Photoshop Knowledge of lecture capture and event recording systems, including scheduling and editing, integration with other systems and troubleshooting Multimedia applications and operating systems and their management Audio-visual systems knowledge, experience with projectors, knowledge of HD playback systems, Knowledge of sound reproduction systems Knowledge of radio microphone systems Knowledge of current audio-visual control systems Knowledge of back-up systems and disaster recovery xcellent IT skills, including Microsoft office or Mac equivalents D Page 7 of 8

8 Personal Qualities xcellent verbal and written communication skills Good organisational skills and attention to detail Collaborative and flexible approach and ability to work well and effectively with all colleagues and students A strong customer focus demonstrating a thorough understanding of customer needs The ability to think conceptually, demonstrating creativity and innovation Ability to work on own initiative Ability to work under pressure while remaining calm and polite. Commitment to School s policy of equal opportunities and the ability to work harmoniously with colleagues and students of all cultures and background -ssential: Requirement without which the job could not be done D-Desirable: Requirements that would enable the candidate to perform the job well Asylum & Immigration The School will comply with the Immigration, Asylum and Nationality Act 2006, which requires all employees to provide documentary evidence of their legal right to work in this country prior to commencing employment. Candidates will be required to bring their passport (and visa if applicable) to interview so that it can be copied and verified. This role does not meet the minimum requirements set by UK Visas and Immigration to enable sponsorship of migrant workers. Therefore we cannot progress applications from candidates who require sponsorship to work in the UK Further information about Certificate of Sponsorship and eligibility to work in the UK, can be found at: Page 8 of 8