BIRMINGHAM CITY UNIVERSITY Job Description HELPDESK USER SUPPORT OFFICER Reference: 022015-42 Salary: 24,197-26,531 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 and working closely with the Student Enquiry Service Manager, the Helpdesk User Support Officer will be responsible for providing user support for the online helpdesk service, including user training for the Hub Staff and Student Associates, and non-technical users in the wider University. The role will involve becoming proficient with the online helpdesk software (Enterprise Service Desk ESD) and providing trouble-shooting support to users on a daily basis. 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 User Support Officer will provide user support for the launch of the helpdesk in 2015 and will contribute to its development in the later phases of the project. B. PRINCIPAL ACCOUNTABILITIES 1. Provide a quick-response user support service to all helpdesk users and teams, responding to enquiries received face-to-face, by telephone, and online; providing timely advice and acting to resolve problems where necessary. 2. Support the initial set up and configuration of the ESD helpdesk. Work closely with colleagues in the Student Records System Division and Corporate ICT to plan and manage the roll-out of the system to all users. Helpdesk User Support Officer Page 1 of 5
3. Assist with system testing and organise user acceptance testing for the initial implementation of the system, upgrades and new developments. 4. Organise (and where appropriate deliver) systems training for new users and refresher/update training for existing users. Develop and maintain user guides and training materials for both staff and student users. 5. Manage the processes of updating all information for students and staff, in particular the maintenance of the FAQs section of the ESD helpdesk, ensuring that all helpdesk FAQs are indexed and identifying issues that would benefit from the development of new FAQs. 6. Manage the information provision via the digital information screens and the self-service kiosks located in Curzon and elsewhere in the University; liaising appropriately with Corporate ICT to resolve issues relating to functionality. 7. Design and set up reports as required by the Student Enquiry Service Manager, Hub Partners and University managers relating to the Student Hub s functions; supporting the review and development of policies and processes. 8. Lead on the continuous development and improvement of the ESD helpdesk, using customer feedback to adapt the system, ensuring that it is responsive to the needs and requirements of students and staff. 9. Provide business analysis of relevant processes to support the development of the ESD helpdesk, contributing towards business process improvement, undertaking minor modifications or working with colleagues in the Student Records System Division on more extensive reconfiguration. 10. Monitor usage of the ESD helpdesk and service levels in respect of Service Level Agreements and undertake regular data quality checks. 11. Act as a conduit for sharing and promoting good practice in the use of the ESD helpdesk. 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 2013. 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. Helpdesk User Support Officer Page 2 of 5
Special Conditions Working hours for this post will vary to support the Student Hub s extended opening hours (likely to be 8am 8pm weekdays; 10-4pm Saturdays and/or Sundays during term-time, with reduced hours during vacations). There will be some discretion for the post holder to manage their own working pattern ensuring operational needs are met, but it is anticipated that longer hours will be required at the time of the launch of the service (June-July 2015) and during the peak times for the service (September / early October). At times the post holder may be requested to work at the enquiry desk with the Advisors, or take telephone enquiries or deal with queries received through the online helpdesk when the service requires this. Work wear will be provided. 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 User Support Officer Page 3 of 5
PERSON SPECIFICATION Qualifications Essential Desirable Assessed by: Good honours degree or an equivalent relevant qualification or degree-level experience Application A relevant ICT or Training qualification Experience Experience in developing or supporting either helpdesk software, a student records or CRM system, and/or web-based application Experience in training and supporting other users of IT systems or applications, either formally or informally Application / Interview Experience in business analysis and/or business process design Experience in developing or using the SITS student records system and/or the ESD helpdesk system Experience of working in Higher Education or other student-focused environment Practical and Intellectual Skills A good understanding of the principles and practise of excellent customer service A high degree of self-motivation with the ability to set and meet objectives and deadlines, and to work independently, Excellent problem-solving skills Able to work under pressure, and to plan and prioritise work from a diverse range of customers A high level of IT competency and confidence including proficiency in the use of office technology such as word processing, databases, spreadsheets, email, the internet and/or bespoke systems Application / Interview / Test Knowledge of the legal and regulatory frameworks applying to confidential and personal data An understanding of the organisation and culture of universities Helpdesk User Support Officer Page 4 of 5
Personal Skills and Qualities Excellent interpersonal, negotiation, influencing and communication skills (particularly verbal) that can be adapted to varying audiences 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. Interview Helpdesk User Support Officer Page 5 of 5