JOB DESCRIPTION Title: Contract type: Service Desk Technician Full Time, Fixed Term for 12 months Grade: Grade 4 Location: Reporting to: London Campus Head of Information Services MAIN PURPOSE OF JOB The Service Desk Technician s role is to support and maintain the London campus computer systems, desktops, peripherals, Audio and Visual Equipment, Video Conferencing facilities and online information resources. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment, while ensuring optimal workstation performance. The post holder will also be required to provide a source of advice and contact point for staff and students in relation to the Learning Resources Centre services and resources, both print and online as well as troubleshooting problem areas in a timely and accurate fashion, and provide end user training and assistance where required. Another aspect of the role will be working with Marketing in maintaining and updating: London campus webpages Digital signages The role holder will also assist in maintaining: the security system (electronic or otherwise as appropriate) relating to physical learning resources; the general security system of the campus; the timetabling and attendance monitoring systems (working with Information Systems team on resolving issues and reporting requests for change); The students payment system in relation to printing and photocopying A key aspect of the job will be overseeing the support of the Information Technology and the Learning Resources Centre on the London campus, and providing appropriate customer service at all times. The role will be the main contact between London and the central Information Services and Learning Resources Centre teams and so the ability to work unsupervised but also as part of a team is essential. The post holder will also support the Principal in the day to day running of the campus and will undertake any other tasks which may be assigned by the Principal from time to time as the current responsibilities of the role allow it. The London campus of the University of Wales Trinity Saint David is situated in Eagle Wharf in Islington, and is part of the School of Business. The team ethos on the London campus is extremely strong, and there will be an expectation for the post holder to be comfortable in engaging in multi-tasking in order to support other team members as and when required. SPECIFIC DUTIES 1a Communication (oral, written and electronic) - Standard Ensure that all communication is in accord with the University s Dignity at Work principles and Welsh Language Policy. Communicate effectively and professionally in both formal and informal situations with colleagues at all levels within the University, with students (and where applicable their parents/guardians/close relations). Engage appropriately with external contacts and members of the public, always representing the University in a positive way Respond promptly to routine enquiries and requests for information, ensuring that a positive departmental and corporate image is created and maintained at all times. Communication will be mainly of straightforward information but occasionally will require careful explanation or 1
interpretation to help others understand, taking into account what to communicate and how best to convey the information to others. 1b Communication Job Specific Accurately document instances of hardware failure, repair, installation, and removal. Receive and respond to incoming calls, tickets and/or e-mails regarding PC and/or hardware problems Undertake timely response to incoming calls to the Service Desk via telephone, tickets and e-mail to ensure courteous, timely, and effective resolution of end user issues. Assist in writing technical specifications for the purchase of PCs, networking hardware, AV and media related products. 2a Teamwork and Motivation - Standard Effectively participate in and deliver a contribution to the departmental team and when directed with associated teams within the University. Be supportive and encouraging of others in the team, respecting the views of other team members and helping to build co-operation by applying a flexible approach to delivering team results. Contribute to building team morale as an active participant in the team. Cover for colleagues work during absence. Demonstrate strong self-motivation and enthusiasm for the post. Be sufficiently self-motivated in order to undertake allocated duties within given time frames, with the capability to work for periods without supervision. 2b Teamwork and Motivation Job Specific Provide assistance to colleagues in the wider team. Work in conjunction with Information Services and the Learning Resources Centre. 3a Liaison and Networking Standard Carry out standard day to day liaison using existing procedures in order to ensure the dissemination of information in the right format to the right people at the right time whilst also building relationships and contacts to facilitate future exchange of information. Participate in networks within the institution or externally in order to pass on information promptly in order to keep people informed and to ensure co-ordination of effort and that work is done effectively. 3b Liaison and Networking Job Specific Liaise with staff across the University, particularly with staff in technical roles so that knowledge and understanding can be enhanced. Liaise with third-party support and PC/AV equipment vendors, where necessary and as directed. Liaise with, and provide training and support on computer operation, learning resources and other issues, to end users and staff. Liaise with Information Services and Learning Resources Centre on a regular basis 4a Service Delivery Standard Deal professionally with internal or external contacts who ask for service or require information, following set standards or procedures in accordance with agreed departmental aims and objectives. Service requests will usually be initiated by the customer. Provide a consistent, quality standard of service delivery to staff, students and others as appropriate. Undertake administrative duties in a thorough, accurate and timely manner with appropriate attention to detail Create, maintain and process documentation, records and data, in accordance with agreed procedures and standards. Create a positive image of the University by being responsive and prompt in responding to requests and referring the user to a more senior administrator or more appropriate person if necessary. Within this grade there will, on occasion, be a requirement, when dealing with internal or external contacts, to understand and explore customers needs in order to adapt the service accordingly. This adaptation will be within the University s existing policies and procedures. Practice appropriate standards of confidentiality and ensure that all documentation is securely and appropriately filed and stored. 4b Service Delivery Job Specific Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products. Provide first level technical support including install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products. Construct, install, and test customized configurations based on various platforms and operating systems. To support specific academic events such as conferences, seminars and other special events as directed. 2
To support and maintain in-house audio-visual equipment and non-print media assets for academic, corporate and commercial use. The type of technology to be supported includes: Digital subtitling and voice recognition systems Digital photography technologies Welsh Video Network studios, desktop and campus software, capture systems On campus room facilities e.g. sound, lighting, web cam, projectors and applications such as lecture capture, podcasting and media streaming. Assist in the smooth operation, maintenance, distribution, installation, configuration, repair, and upgrading of various AV and media technology products while ensuring their optimal performance. Adopt a friendly, caring approach towards the provision of services within the Learning Resources Centre Respond to requests for information from students and staff, and other customers of the Learning Resources Centre. 5a Decision Making Standard Take some independent decisions to a level that could have minor impact Participate in some collaborative decisions, working with others to reach an optimal conclusion that could have minor impact. Provide advice or input in order to contribute to the decision making of others to a level that could have minor impact. 5b Decision Making - Job Specific Recommend, schedule, and perform PC, hardware, peripheral and AV equipment improvements, upgrades, and repairs. 6a Planning, Organising and Managing Resources - Standard Plan, organise and prioritise own work and resources, and that of any direct reports on a daily, weekly or monthly basis. Make constructive contributions to improvements in the use of resources. Within this grade there may be, on occasion, a requirement to plan and manage small projects, ensuring the effective use of resources and monitoring progress against plan. Receive information from individuals and process in order to provide information to others to complete their planning. Monitor own performance and progress of task completion in accordance with pre-determined parameters and timeframe set by line manager. 6b Planning, Organising and Managing Resources - Job Specific Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC, AV and online resources performance. Support development and implementation of new computer projects, hardware & AV installations and learning resources developments. Develop and maintain an inventory of all PC, AV, monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment. Engage in small projects if directed, ensuring the effective use of resources and monitoring progress against plan. 7a Initiative and problem solving Standard Make constructive contributions to improvements to departmental service or procedures. Demonstrate proactivity in undertaking tasks rather than expecting work to be allocated. Use initiative and creativity to resolve problems where the optimal solution may not be immediately apparent but has to be assessed by a process of reasoning, weighing up the pros and cons of different approaches, identifying and assessing practical options and breaking the problem down into component parts. 7b Initiative and problem solving Job Specific Contribute to and recommend changes and improvements to develop the level of service provided Aid in the development of business continuity and disaster recovery plans, maintaining current knowledge of plan executables, and responding to crises in accordance with business continuity and disaster recovery plans. Perform on-site analysis, diagnosis, and resolution of complex PC/AV problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed. Demonstrate initiative in suggesting developments or improvements to the service provided by the Learning Resource Centre. 8a Analysis and Research Standard Analyse routine data or information using predetermined procedures and gathering the information from standard sources, working accurately to complete the task precisely as specified. 8b Analysis and Research Job Specific Conduct research on computer products in support of PC procurement and development efforts, evaluating and 3
recommending hardware products for purchase. Monitor and test PC performance and provide PC performance statistics and reports. Conduct research into PC and AV issues and products as required Carry out literature and database searches. 9a Sensory and Physical Demands Standard Carry out tasks that require learning certain methods or routines and which may involve moderate physical effort. Provide support for work colleagues and students as appropriate. 9b Sensory and Physical Demands Job Specific Use of IT devices for inputting data or finding information Use of standard office equipment Inspect and install cables in floors and ceilings. Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals. 10a Work Environment Standard Work in an environment which is relatively stable and has little impact on the role holder or the way in which work is completed Ensure compliance with the University s health and safety regulations, taking standard actions within health and safety guidelines and reporting any concerns to others. Ensure that work area is kept neat and tidy in order to comply with personal health and safety requirements at own base and when working at other locations within the University. Demonstrate flexibility in the workplace to meet the requirements of specific deadlines and work schedules. 10b Work Environment Job Specific Be prepared to work on occasion at other campuses. Flexibility may be required on occasions. 11a Pastoral Care and Welfare Standard There could be occasions when it will be essential to show sensitivity to those who may need help or, in extreme cases, are showing signs of obvious distress and the post holder will be required to initiate appropriate action by involving relevant people. Be supportive to work colleagues and students. 11b Pastoral Care and Welfare Job Specific Show sensitivity to the needs of students for whom effective use of technology may be vital for their wellbeing and academic success 12a Team Development Standard Occasionally, as required, support or guide new starters working in the same role or unit on standard information or procedures Be supportive of line manager s efforts to develop departmental team. 12b Team Development Job Specific Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs. 13a Teaching and Learning Support Standard Introduce staff, students or others who are new to the area by providing standard information and explaining procedures. Provide standard information or deliver supportive training to students or others outside of the work team on specific tasks, issues or activities and where advised assess performance and provide feedback during the event. 13b Teaching and Learning Support Job Specific Provide end user training and assistance where required. Explain the use of the Learning Resource Centre services and resources to students and staff and other customers of the Learning Resources Centre. 14a Knowledge and Experience Standard Be aware of administrative principles and practices, and have an appreciation of the systems and procedures which directly impact on own work. Apply working knowledge of theory and practice, sharing this knowledge with others as appropriate Demonstrate continuous development by acquiring relevant skills and competencies. Be committed to continuing professional development and evaluation of practice. 4
Maintain an up-to-date awareness of changing external requirements and new developments in own domain, recognising the potential implications for the University and ensuring the unit actively responds to changes in context. Undertake relevant staff development as organised by the University of Wales, Trinity Saint David 14b Knowledge and Experience Job Specific Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations. Have excellent technical knowledge of network and desktop hardware Be experienced in hands-on hardware troubleshooting. Possess working technical knowledge of current network protocols, operating systems, and standards Ability to operate tools, components, and peripheral accessories. Ability to read and understand technical manuals, procedural documentation, and OEM guides. Previous experience in providing high quality technical support. Working technical knowledge and experience of supporting Audio and Visual equipment and possess good working knowledge of Video Conferencing equipment. Knowledge and experience in the use of both print and online learning resources. GENERAL DUTIES 1. Undertake personal Health and Safety responsibilities in accordance with the H.A.S.A.W.A 1974 ensuring that safe systems of work are complied with. 2. Be aware of and take action to report any potential workplace/personal hazards to Health & Safety. 3. Where specific Health and Safety guidelines relate to your post ensure that all duties are carried appropriately. 4. Operate within the terms of University policies and procedures always ensuring that all work and work related activities are operated in accordance with Equal Opportunities, Dignity at work principles, Data Protection Legislation and UK Border Agency regulations. 5. Demonstrate knowledge and understanding and positively promote equality of opportunity. 6. Operate within the standards incorporated within the University s Welsh Language Plan. 7. Be adaptable to change and have an ability to acquire new and relevant skills and knowledge by taking appropriate responsibility for own personal and professional development. 8. Take appropriate care to ensure that University equipment, facilities and infrastructure are not defaced or damaged. 9. Support and promote the University s sustainability commitment and carry out duties in an ethical and responsible manner. NB This job description currently applies but duties may be allocated from time to time which are appropriate to the grade and post and which are not of a substantial ongoing nature to affect the grading of the post. 5
PERSON SPECIFICATION Description Essential Desirable How Evaluated Education and Qualifications a) Good level of general education. b) Degree or equivalent experience in a computer or information-related discipline evidence of qualifications Experience c) Previous experience in providing high quality technical support. d) Previous experience of common software tools, components and peripheral accessories e) Possess excellent knowledge of network and PC hardware f) Previous experience of supporting a Windows domain environment g) Previous experience of supporting Audio and Visual equipment h) Possess good working knowledge of Video Conferencing equipment i) Previous experience in the use and searching of online information resources j) Previous experience of website development and maintenance k) Previous experience of working in a library in a business or Higher Education setting l) Previous experience of working in a Higher Education institution m) Previous experience in providing customer service interview and references Aptitudes and Skills n) Possess excellent IT skills o) Possess good interpersonal and communication skills with the ability to communicate effectively at all levels. p) Ability to demonstrate effective organisational skills. q) Ability to apply attention to detail when required. r) Ability to meet tight deadlines when required s) Possess effective presentation skills interview Personal Attributes t) Capability of demonstrating self motivation. u) Demonstrates respect for diverse range of people. v) Recognises the importance of building sound working relationships w) Ability to work effectively as an individual, as part of a team and in partnership with others. x) Ability to work unsupervised and to direct own work y) Recognises the need for and demonstrates appropriate confidentiality z) Adopts a positive approach to personal learning and development interview Circumstances aa) Ability and preparedness to work flexibly interview 6
bb) On-call availability for five or less days per month. cc) Occasional requirement to lift and transport moderately heavy objects, such as computers and peripherals dd) Occasional inspection of cables in floors and ceilings It is in your own interest that you are explicit in your application about how you meet the stated criteria. You are encouraged to provide relevant and explicit examples, (obtained from the workplace, voluntary or community work or any other appropriate situation) so that the short-listing panel are able to clearly identify where your knowledge, and experience matches the criteria identified in the post. 7