Senior Information Adviser

Profile

Description:

We are seeking to appoint a highly motivated, well organized individual to the post of Senior Information Adviser, who will work under the direction of Service Operations Managers and will contribute to the delivery of a customer focused, cost effective and efficient library and digital support service. Based at the Charles Seale-Hayne Library at our city centre campus, you will provide excellent first and second-line library and IT support, supporting students and staff with Information Technology enquiries across a breadth of hardware and software, supporting learning spaces and resources, collecting, and collating statistics and participating in stakeholder engagement. You will act as an escalation point for Information Advisers, supporting them with their enquiry handling along with their development and knowledge needs. We are responsible for the delivery of a comprehensive Library and IT enquiry service, providing first and second line assistance and advice to students and staff, troubleshooting and resolving IT support requests, recording information using call management software (Sunrise ITSM). We are a 24/7 operation with access to our services always required. We are the ‘face of the service,’ it is important to our customers that staff are knowledgeable, competent and deliver excellent customer service. With that in mind excellent interpersonal, verbal communication and customer-care skills as well as significant experience of troubleshooting and responding to a wide variety of enquiries is essential. We are also responsible for learning spaces, ensuring a high-quality customer experience accessible by all user groups as well as the health & safety of staff and users within these spaces, including the security of stock and equipment and noise management. We ensure library stock is made accessible to users by the timely shelving of items, by maintaining items in the correct sequence and by monitoring shelf occupancy to make best use of available space. The confidence to work unsupervised/use own initiative will be essential. You will need to have experience of working within a team, of coordinating work across a team, of sharing skills and knowledge to develop others and/or providing training for a team, as well as the ability to work in compliance with financial regulations. You will have a high level of accuracy and attention to detail with excellent IT skills, particularly working knowledge of Excel and handling large amounts of data. You will also be expected to contribute to the delivery of services in other operational areas of the Library as required. You will be able to work collaboratively with others and have good customer service skills. This is a permanent position working 18.5 hours per week with an expectation of working Tuesday to Thursday 1.30pm-6pm and Friday 1pm-6pm. Please demonstrate how you meet the essential criteria outlined above and in the attached job description in your supporting statement. For further information; please email kevin.bentley@plymouth.ac.uk Interviews are expected to take place Tuesday 11 January 2022 A successful external candidate for this position would be employed by the University of Plymouth Services Limited, a wholly owned subsidiary of the University of Plymouth. Employees of the University of Plymouth Services Limited work alongside the University of Plymouth colleagues in delivery of Plymouth’s strategic vision and will adopt the University of Plymouth’s HR policies and procedures in full unless otherwise stated. The University of Plymouth is committed to equality of opportunity, promoting a diverse and inclusive culture, demonstrated through our commitment to the gender equality Athena SWAN Charter and as a Stonewall diversity champion. All applications will be judged solely on merit, however, we particularly welcome applications from groups currently under-represented in the workforce, for example black and minority ethnic groups, or those with disabilities. The University of Plymouth is a diverse, welcoming community where everyone makes a difference and is encouraged to bring their whole selves to work. To find out more about our inclusive community, initiatives such as Athena Swan and the Race Equality Charter and our range of benefits / support mechanisms such as flexible working, staff networks and enhanced maternity, paternity and adoption leave please visit our Equality, Diversity and Inclusion webpages We particularly welcome applicants from under-represented groups at the University of Plymouth, such as BAME/BIPOC and LGBT . Job Description Role Description

Region:

Location:

Plymouth

Salary:

£22,847 - £25,627 pro rata per annum - Grade 4

Package:

Permanent, Part-Time

Contractual hours:

18.5

Basis:

Based at the Charles Seale-Hayne Library at our city

centre campus, you will provide excellent first and second-line library and IT support, supporting students and staff with Information Technology enquiries across a breadth of hardware and software, supporting learning spaces and resources, collecting, and collating statistics and participating in stakeholder engagement. You will act as an escalation point for Information Advisers, supporting them with their enquiry handling along with their development and knowledge needs.

We are responsible for the delivery of a comprehensive Library and IT enquiry service, providing first and second line assistance and advice to students and staff, troubleshooting and resolving IT support requests, recording information using call management software (Sunrise ITSM). We are a 24/7 operation with access to our services always required.

We are the ‘face of the service,’ it is important to our customers that staff are knowledgeable, competent and deliver excellent customer service.

With that in mind excellent interpersonal, verbal communication and customer-care skills as well as significant experience of troubleshooting and responding to a wide variety of enquiries is essential.

We are also responsible for learning spaces, ensuring a high-quality customer experience accessible by all user groups as well as the health & safety of staff and users within these spaces, including the security of stock and equipment and noise management. We ensure library stock is made accessible to users by the timely shelving of items, by maintaining items in the correct sequence and by monitoring shelf occupancy to make best use of available space. The confidence to work unsupervised/use own initiative will be essential.

You will need to have experience of working within a team, of coordinating work across a team, of sharing skills and knowledge to develop others and/or providing training for a team, as well as the ability to work in compliance with financial regulations. You will have a high level of accuracy and attention to detail with excellent IT skills, particularly working knowledge of Excel and handling large amounts of data.

You will also be expected to contribute to the delivery of services in other operational areas of the Library as required. You will be able to work collaboratively with others and have good customer service skills.

This is a permanent position working 18.5 hours per week with an expectation of working Tuesday to Thursday 1.30pm-6pm and Friday 1pm-6pm.

Please demonstrate how you meet the essential criteria outlined above and in the attached job description in your supporting statement.

For further information; please email

kevin.bentley@plymouth.ac.uk

Interviews are expected to take place Tuesday 11 January 2022

A successful external candidate for this position would be employed by the University of Plymouth Services Limited, a wholly owned subsidiary of the University of Plymouth. Employees of the University of Plymouth Services Limited work alongside the University of Plymouth colleagues in delivery of Plymouth’s strategic vision and will adopt the University of Plymouth’s HR policies and procedures in full unless otherwise stated.

The University of Plymouth is committed to equality of opportunity, promoting a diverse and inclusive culture, demonstrated through our commitment to the gender equality Athena SWAN Charter and as a Stonewall diversity champion. All applications will be judged solely on merit, however, we particularly welcome applications from groups currently under-represented in the workforce, for example black and minority ethnic groups, or those with disabilities.

The University of Plymouth is a diverse, welcoming community where everyone makes a difference and is encouraged to bring their whole selves to work. To find out more about our inclusive community, initiatives such as Athena Swan and the Race Equality Charter and our range of benefits / support mechanisms such as flexible working, staff networks and enhanced maternity, paternity and adoption leave please visit our

Equality, Diversity and Inclusion webpages

We particularly welcome applicants from under-represented groups at the University of Plymouth, such as BAME/BIPOC and LGBT .

Job Description

Role Description

A8329

£22,847 - £25,627 pro rata per annum - Grade 4

22847

22847

25627

Professional/Support Services

Wed, 15 Dec 2021 00:00:00 GMT

Plymouth

Permanent, Part-Time

18.5

Wed, 1 Dec 2021 00:00:00 GMT

Company info

Plymouth University
Website : http://www.plymouth.ac.uk