IT Support Officer ref

UCL LIBRARY SERVICES Information for applicants for the post of IT Support Officer (ref: 49/07/08) UCL – a university, a community, a world-class reputation… UCL is one of the UK’s leading universities; a world-class multidisciplinary research and teaching institution, whose staff and former students have included 19 Nobel Prize winners. Founded in 1826, UCL was the first university in England to admit students regardless of race, religion or gender. It continues to thrive on the creativity and diversity of its community which today comprises 8,000 staff, and 12,000 undergraduates and 7,000 graduate students from 130 countries across the globe. Constitutionally part of the federal University of London, UCL is in practice an independent university, with an annual turnover of over £450 million. Its 70 departments span arts and humanities, social and historical sciences, law, architecture and the built environment, engineering sciences, mathematical and physical sciences, life and clinical sciences, and medicine. UCL includes academic units as diverse as the UCL Slade School of Fine Art, the UCL School of Slavonic and East European Studies and the UCL Institute of Child Health, which is associated with Great Ormond Street Hospital. 75% of UCL’s departments received ratings of ‘excellent’ in national teaching quality reviews carried out between 1993 and 2001 and 60 departments achieved top (grade 5 and 5*) ratings in the 2001 Research Assessment Exercise. As a result of its track record, UCL receives substantial funding from government and charities, and more than £250 million is currently being invested in state-of-the-art facilities for cutting-edge research and teaching. Situated at the heart of one of the world’s greatest cities, UCL’s historic central campus in Bloomsbury is within easy reach of several rail and underground stations, the Eurostar terminal and Heathrow airport. Paul Ayris, MA, PhD Director of UCL Library Services & Copyright Officer UCL Library Services University College London, Gower Street, London WC1E 6BT Tel: +44 (0)20 7679 7834 Fax: +44 (0)20 7679 7373 E-mail: p.ayris@ucl.ac.uk UCL Library Services UCL Library Services has almost 2 million items and subscribes to over 12,000 journals in a combination of print and electronic format covering the sixty or so subjects which are taught in the College. UCL Library Services consists of:  the UCL Main Library                the UCL Science Library the UCL Cruciform Library the UCL Environmental Studies Library the UCL Human Communication Science Library UCL School of Slavonic and East European Studies Library and Information Services the UCL Institute of Archaeology Library the UCL Institute of Laryngology and Otology and RNID Library the UCL Institute of Orthopaedics Library the Joint Moorfields Eye Hospital and the UCL Institute of Ophthalmology Library the UCL Institute of Child Health Library the UCL Institute of Neurology, Rockefeller Medical Library Royal Free Hospital Medical Library, UCL Library Services the UCL Eastman Dental Institute Library UCL Special Collections UCL Library Services Store, Belnor House, Wickford UCL Library Services is also a partner in the Archway Healthcare Library. The role of UCL Library Services is to support learning, teaching and research in the global university that is UCL. Members of staff in UCL Library Services support this outreach through their professionalism and their dedication to offering information services of the highest quality. The combined staff in UCL Library Services totals around 250. Conditions of service Holidays: Full time staff are entitled to 27 days paid annual leave and leave for part time staff is granted on a pro rata basis. UCL also closes for a period at Christmas and Easter, at which times staff benefit from a total of 6 ‘closure days’ in addition to Bank Holidays. Hours of work: Hours of work for full-time members of staff are 36.5 per week excluding lunch breaks. Increments: After passing probation members of staff will receive one increment on the appropriate scale on 1 August each year until the top point on the scale is reached. Pension: Staff on grades 1-6 are eligible to join SAUL, which is a final salary scheme with a current employee contribution rate of 6% and an employer rate of 13% of salary. Staff on grades 7 and above are eligible to join USS, which is a final salary scheme with a current employee contribution rate of 6.35% and an employer contribution rate of 14% of salary. Probation: Appointments are subject to the receipt of satisfactory references and a probationary period of 6 months (for staff on grades 1-6) and 9 months (for staff on grades 7 and above). Benefits Campus Facilities The main UCL campus has subsidised cafeterias/bars and shops, gym and a travel agent. UCL staff can also benefit from corporate membership at a Tottenham Court Road gym. Flexi-time: UCL Library Services operates a generous flexi-time scheme on some of its sites which is available to all full-time staff working on those sites and some part-time staff. Season Ticket Loans: A season ticket loan is available to staff who have successfully completed their probationary period with the facility to repay through a monthly deduction from salary. How to apply To apply, please submit a completed application form. Please note that only information contained in the application form will be considered by the shortlisting panel therefore covering letters and CVs are not required, and if included will be detached from the application before it is sent for shortlisting. Your application should provide details of at least two referees, one of whom must be your present or most recent employer or course tutor if currently a student. Your references should cover the past three years up to the present date and your referees should have direct experience of your work, education or training Applications should be addressed to: The Office Assistant (quoting ref: 49/07/08) UCL Library Services UCL (University College London) Gower Street London WC1E 6BT or emailed to: library-jobs@ucl.ac.uk or faxed to: +44(0) 20 7679 7373 The closing date for applications is 13 June 2008 Receipt of an application can only be confirmed if a candidate specifically requests such acknowledgement, and in the case of postal applications, encloses a stamped self-addressed envelope for this purpose. Candidates should note that interviews are expected to take place on 10 July 2008 Please note that applicants who have not been contacted within one month of the interview date should assume that their application has been unsuccessful. UCL Library Services Job title: Grade: Salary: Period of appointment: Reports to: Location: Hours of work: IT Support Officer 7 £27,466 to £33,780 plus £2,649 London Allowance Permanent Assistant Librarian, IT Services Science Library, Gower Street Full time About the IT Services Group The Group is responsible for the acquisition, management and exploitation of electronic services and resources used by UCL Library Services staff or delivered to its users. Staff within the Group play a key role in presenting UCL Library Services to its user community via the internet and are continually involved in the development library-wide of new services and projects with an IT component. General description of the post This post is responsible through one of the Assistant Librarians to the Group Manager. It involves provision of technical support (eg hardware and software installation, maintenance and trouble-shooting), support for library staff users and also administrative duties such as inventory maintenance and liaison with external maintenance contractors. It is primarily a service support post though some development opportunity will be available and required eg in planning and carrying out upgrades to software and operating systems and assisting with the development of new services. The postholder will be required to travel between library sites on a regular basis and to liaise with library staff and IT specialists on the one hand and with UCL Information Systems staff on the other. Workstations are all networked PCs running Microsoft Windows operating systems with a variety of application software, in total numbering over 150. Principal duties  Hardware and operating system software support of all non-Managed workstations (Windows 2000 and Windows XP), to include operating system software and security patches, device drivers, anti-virus software, data backup routines where required Liaison with UCL IS Remote Support re supply, registration and installation of Managed workstations. Familiarisation with applications on the UCL ‘default desktop’ Liaison with UCL IS Remote Support and the library systems team re regular updates to and the roll out of the library’s Managed Issue Desk Client image Creation, updating, maintenance and deployment of OS disk images, utilising tools such as Microsoft Sysprep and Norton Ghost Maintaining accurate records of support calls and responding to them promptly Maintenance of inventory of all desktop equipment and peripherals Specification, ordering from approved suppliers, receipt and installation of all nonManaged computing equipment, to include eg document scanners, barcode readers, printers and consumables Basic comms cabinet patching and hardware maintenance of other devices within the library, such as catalogue terminals and printers Liaising with, supporting and advising local IT staff at selected library sites          Liaison with UCL Library Services Health & Safety Officer to certify that equipment provision meets health and safety standards and to ensure that appropriate equipment is purchased for users with special requirements Monitoring of computer equipment budget Documentation/training: creating and distributing FAQs and instruction materials, training LS staff in simple troubleshooting routines Supporting audio-visual equipment, including setting up and supporting equipment for presentations Evaluating and advising on new developments which may be of relevance to the delivery of IT Services within UCL Library Services, for example the impact of Windows Vista Actively following UCL policies, including Equal Opportunities policies, Race Equality policies and maintaining an awareness and observation of Fire and Health & Safety regulations Any other duties within the scope, spirit and purpose of the job as requested by the line manager or by the Director of UCL Library Services       Supervisory responsibilities Currently none, though it is anticipated that the support team may grow and that any additional staff would be responsible to the postholder. Other duties The postholder is expected to follow UCL policies, including Equal Opportunities and Race Equality policies and to maintain an awareness and observation of Fire and Health & Safety regulations. To carry out any other duties as are within the scope, spirit and purpose of the job as requested by the Director of UCL Library Services or the Group Manager, or the Line Manager. Duties and responsibilities may need to change over time, so this job description will be reviewed and amended in consultation with the postholder. Person Specification Where indicated below, candidates must provide clear evidence in their application forms (with examples), to show how they meet each element of the essential criteria (and desirable criteria if appropriate). Please note, candidates who do not demonstrate in their application that they meet the essential criteria for this post are unlikely to be shortlisted for interview. Criteria Essential Educated to at least 5 GCSE grade A*-C or equivalent Recent demonstrable practical experience supporting PC systems in a networked environment. Demonstrable knowledge of Windows 2000 or XP Demonstrable knowledge of computer security issues Demonstrable ability to work unsupervised and to prioritise tasks Demonstrable problem solving skills An understanding of the principles of TCP/IP networking Ability and willingness to develop existing skills and acquire new skills to successfully perform responsibilities Highly desirable Possession of or working towards a qualification in an IT related area Good written communication skills (information is clearly and accurately conveyed) Good verbal communication skills (information is clearly and accurately conveyed in a timely manner) Attention to detail; ability to maintain accurate records Ability to work as a member of a team towards common goals Experience of working with Citrix/in a terminal server environment Experience of supporting IT in a UK Higher Education or research institution Experience of UNIX/Linux operating systems and conventions Scripting, programming or development experience Test by application form * * * * * * * * Test by formal interview Test by practical test * * * * * * * * * * * * * * * * * * * * * * * * May 2008