Library and Educational Development is a directorate comprised of the three teams: Digital Education, Educational Development, and Library and Digital Support.
Based in the Charles Seale-Hayne Library (CSHL) and supporting Learning Spaces across the Plymouth Campus, Library and Digital Support is responsible for the delivery of a comprehensive Library and student IT enquiry service. Library and Digital Support provides information services to students, academic and professional staff in support of learning, teaching and research.
Information Advisers provide face to face and remote first and second line assistance and advice to customers, troubleshooting and resolving IT support requests, recording information using call management software (Sunrise ITSM). You will manage accessible learning spaces, ensuring a high quality customer experience for all user groups. You will ensure library stock is 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.
You will also be expected to operate across all other functions of Library and Digital Support according to need, including:
• Library research support services,
• Support for the purchasing and provision of print and electronic resources and materials,
• Handling of electronic subscription renewals or cancellations,
• Resolving problems with access to electronic resources,
• Ensuring that resources are visible on the Library’s Primo catalogue, and the University’s reading lists system,
• Processing inter library loan requests and print stock delivered to the building,
• Sourcing alternative and accessible formats of material,
• Gathering and formatting evidence about electronic resource usage to inform purchase and renewal decisions,
• Monitoring internal KPIs.
The confidence to work unsupervised/use own initiative will be expected.
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.
You will be an excellent team worker, reliable, flexible and highly adaptable, with the initiative and ability to quickly pick up and learn new procedures and processes, and apply them consistently – working independently but knowing when to refer if necessary. Attention to detail, literacy and numeracy (e.g. using Excel) is required, as is confidence with using digital technologies, and an aptitude for learning how to use new IT applications and digital platforms effectively in the workplace.
Please demonstrate how you meet the essential criteria outlined in the knowledge, qualifications, training and experience elements of the job description in your supporting statement.
For an informal discussion to find out more about the role then please contact us by email pu.tis.lds.cemt@plymouth.ac.uk
This is a full-time, term-time position working 37 hours per week (Sunday-Thursday 9.30 am – 6pm) over 37 weeks of the year on a permanent basis.
Interviews are expected to take place week commencing 6 January 2020.
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.
University of Plymouth holds a TEF (Teaching Excellence and Student Outcomes Framework) Silver by the Office for Students.
Job Description