Information Support Assistant

2 months ago

Stirling, United Kingdom University of Stirling Full time

**Post Details** *2 positions available**

Part time - 1x 36%fte position (13 hours per week) and 1 x 19%fte position (7 hours per week) available
Open ended

£22,214 **p.a. pro-rata**

Interviews are expected to take place on Tuesday 14 May 2024.

The University will pay a supplement per annum pro rata to spine point 10 with effect from 24 October 2023, to align with the Real Living Wage (RLW) which equates to £22,464 p.a. This RLW supplement will be reviewed annually to take account of future increases and RLW rates.

There is an expectation that work will be undertaken in the UK.

This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.

**The Post**
Information Support encompasses the physical and digital library and archive services for the University community. The team plays an essential role in providing support to our staff and students, so that they can fully utilise the resources and services in support of their studies, research or work. Information Support Assistants are responsible for the delivery of excellent customer service and support to library users, including supporting the circulation of library stock (issue, discharge, re-shelving, holds management, etc.). They are a key operational support role which ensures the library and its services are able to operate efficiently. Duties include the staffing of library reception, supporting users to access the building and services; resetting of and support for library equipment and furniture; coordinating maintenance issues with other University departments or external contractors, etc.

The postholder will additionally provide operational and administrative support across the library team, including process driven tasks in support of acquisitions, digitisation and reading lists, etc. The postholder will be cross-skilled and will provide support across these boundaries.

Additional Information

One of the roles is expected to be weekend only, as follows:
13 hours (Evenings and weekends)
7 hours (Sat/Sun only)

Please see attached a copy of an example rota.

**Description of Duties**
- Provide a high quality, customer-focussed support service to library users and colleagues
- Provide circulation support to users, including assistance with self-service facilities, account enquiries, issue/discharge of library materials, etc.; and support the circulation function through re-shelving, holds management, etc Support library users at the library reception, providing a warm, friendly welcome and assisting with initial enquiries (typically related to access arrangements, lost ID cards, lost property, directional/signposting facilities or services and others)
- Support the effective operation of the library building and its services
- Support the effective circulation of library materials through holds management, re-shelving of materials, assistance with stock editing, etc
- Ensure the safe operation of the library, including the monitoring and assistance with fire alarms (and subsequent evacuation procedures), security barriers, reporting faults with E&CS (and monitoring progress in fault resolution), monitoring and reporting health and safety issues
- Ensuring library furniture is arranged and reset in accordance with operational requirements (e.g. in support of events, or as required by social distancing and after student use)
- Patrol the library to support users with any encountered noise or other compliance issues, escalating persistent issues to senior staff as may be required Replenishment of consumable goods within the library, including print suppliers, toilet/washroom supplies, etc
- Communicate effectively, both internally and with users, ensuring accuracy, timeliness and clarity at all times
- Ensure that current issues or activities are communicated internally within and across teams and shift patterns, to ensure successful and timely resolutions
- Ensure that communication with library users is consistent with customer service standards, particularly in the event that library regulations may need to be reiterated
- Maintain accurate records in the Library Management System, E&CS fault logging, the ITSM platform and other systems or databases
- Ensure accurate logging of support or service requests and responses, reading list data sets, user or circulation data, and other data entry or maintenance
- Contribute to the ongoing development and delivery of the library
- Liaise with colleagues to regularly review processes and procedures, providing feedback and suggestions to improve operational efficiency and effectiveness
- Train and support colleagues, sharing new knowledge, documentation or changes to process and procedure
- Provide a wide range of support to the library and the wider Information Services directorate
- Assist library users/visitors to make full use of the services and facilities, including the efficient management of bookings, and other administrative tasks
- Assist with col

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