UNIVERSITY OF GLAMORGAN
Leaning and Corporate Support Services
Desktop Support Officer - (Ref: LCS037)
£22,325 - £25,854 per annum
We are looking for an enthusiastic and appropriately experienced individual to join one of our teams providing IT
support to staff and students within the University.
You will have experience of delivering support to users where your knowledge of hardware and software applications
and your customer–focused attitude will allow you to provide excellent services in a vibrant environment. You will be
experienced in delivering user support over the phone, by email, online, remotely and face-to-face.
CLOSING DATE: 23rd September 2011
Interview date will be 10th October 2011
FURTHER PARTICULARS FOR THE POST OF DESKTOP SUPPORT OFFICER
ELIGIBILITY TO WORK IN THE UK
The University of Glamorgan has a legal responsibility to ensure that all employees are eligible to live and work in the
For academic and research vacancies or those that require highly specialised skills and qualifications, we will often be
able to obtain a ‘Certificate of Sponsorship’ for a suitably qualified applicant who is not currently eligible to work in the
UK, if there are no suitable ‘resident’ candidates i.e. European Economic Area.
For vacancies that are not academic, research or highly specialist, however, it is extremely unlikely that a certificate of
sponsorship would be granted. It is an essential requirement that before submitting an application form you confirm
your eligibility by visiting the Home Office website http://www.ukba.homeoffice.gov.uk/workingintheuk/. Here you will
find useful information on the Points Based Immigration System, along with a convenient Points Calculator
LEARNING AND CORPORATE SUPPORT SERVICES
From the 1st August 2007 the Learning Resources Centre (LRC) and Information Systems and e-Learning Services
(ISeLS) department came together into a single operation – Learning and Corporate Support Services (LCSS). Whilst
functioning as a single operation, LCSS has retained its two departments (LR and IS). LCSS strategic development is
led by a Senior Management Group comprising the Director of LCSS, Head of Information Systems, Head of Learning
Resources and Head of Administration. LCSS has responsibility for managing all aspects of the University’s systems
and services for the effective storage, security, structuring and communication of and access to all information
resources that are used for the delivery of the university’s core teaching, learning and research activities and the
general efficient management of its business. In the discharge of its duties LCSS staff work closely with other corporate
support departments as well as every Faculty. LCSS senior managers interpret the Institution’s mission and strategic
objectives, guided by the various key University committees and, in consultation with Directorate and Section
Managers and their staff, to determine the strategic goals and policies of the Department
The main areas of responsibility that currently reside within the LCSS framework include the following:
Media and AV facilities
Video, Photography & Animation Drama
Music, Sound & Radio
Networking (data and voice)
Technical development and management of Web and intranet services
Customer Support Services
ICT and information management training
Management of ICT-based systems
Acquisition, maintenance, deployment and support of ICT hardware and software
Provision of telecommunications facilities
Compliance with relevant legislation
Appropriate support for Blended Learning
Development of e-learning course material
Development and management of records and document management
Development and support of corporate information systems
Provision of Disability Technology Service.
Education Drop in Centre
Over 200 staff are employed across the two departments.
Learning Resources Department
The Learning Resources department (LR) is responsible for providing and developing high quality library, information
and media services to students and staff of the University. Learning resources services and facilities are provided at
Treforest, Glyntaff, Merthyr College and at the University of Glamorgan Cardiff campus, the ATRiuM . Nursing library
services are also provided at the Royal Glamorgan, Prince Charles and Princess of Wales hospitals.
The structure of Learning Resources is based on three service areas – Information Services, Compliance and Media
Services, and Library Services. The department employs over 80 staff including Information Librarians, Assistant
Librarians, Media Support Officers and Assistants and Learning Resources Assistants. A small number of casual staff
are also employed.
The library’s collections of books, videos and other materials comprise nearly a quarter of a million items and staff and
students have access to around 15,000 electronic journals. There are study places for some 800 readers including
rooms designated for private or group study. A range of electronic/multimedia sources including Web-based material
can be accessed from each site and from off-campus. To help students and staff find the material they’re looking for,
the online public access catalogue, provided through the Talis library management system, is available from on- and
The Education Drop-in Centre provides study skills support at the main sites.
In library terms we offer:
An Integrated Service Facility which includes:
Lending services including books, videos/DVDs, laptops
Self-issue and return facility, together with book return boxes
Reservation and interlibrary loans service
Help and enquiry service
Provision of training in the use of printed and electronic information sources
A range of printed and electronic guides to services and resources
Self-service printing, copying and scanning facilities.
Media and compliance services offered include:
Support for practical classes in audio and visual production.
Production of audio, video, graphic and photographic materials for university teaching, publicity and research
Off-air recording of television programmes
Provision of audio-visual facilities in teaching rooms across the university
Processing of FoI and DPA requests and other compliance issues such as copyright and intellectual property
Records management services
Development of Blended Learning course material
The department aims to provide the widest possible access to learning and teaching resources and to remove any
barriers resulting from disability, illness or other specific need. A Disability Technology Service has PCs with a range of
enabling software and we have dedicated staff on hand to advise on its use. We also provide a service which converts
information and learning resources into alternative formats such as Braille, large print or audio.
Information Systems Department
The Information Systems department, (IS) provides efficient and cost-effective ICT services, to support the many
diverse teaching, learning, research and corporate needs of the University. These services are developed within a
departmental strategic framework designed to assist in the delivery of the University’s mission and strategic objectives
and, in particular, to support the wide range of students studying at a modern University.
IS currently covers a diverse set of roles including Customer Support Technicians, Desktop Support Officers, Systems
Support Officers, , Technical Support Officers, Application Developers, Analyst Programmers, Systems Developers,
Database Administrators, Multimedia and Web Developers, Graphic Designers, Network Support Officers, Telecoms
Support Officers, Glamorgan Print Technicians, Receptionists, Project Support, Financial Administrators,
Administration Staff, and Corporate Trainers. Some of these roles also have senior positions which carry extra
ISD Service provision covers:
Customer support services - helpdesk and telephone support
Reception Services – University switchboard and visitor reception areas
Centralised management, configuration and support of student ICT laboratories and staff desktop PCs – Over
3,500 PCs, 250 software applications and 44 ICT laboratories
Provision of a 24 x 7, 72 seat open access PC laboratory
Advice, development and support of applications and hardware for the research community
ICT hardware and software - Procurement, advice, support and management of assets
PC and printer equipment maintenance service
Development, management and support of the University’s telephone service –Design, implementation,
operation and development of the University’s voice and data network infrastructure
Web design, development, creation and hosting of University web services
Glamorgan Print - Design, printing (including posters), photocopying finishing, CD Burning, CD Printing.
Glamorgan Print houses a shop selling stationary and office supplies.
Development and delivery of training for corporate information systems.
Development, implementation, integration and maintenance of information systems.
Design, development, implementation and operational administration of centralised University server
infrastructures and database services.
Representation on professional bodies – HEWIT, HEPCW, UCISA, WNL.
DISAG / ISIB
Learning and Corporate Support Services (LCSS) is committed to the successful delivery of a wide range of
Information and Systems related projects all of which support the University goal of providing students with a first class
learning environment incorporating the highest standards of e-learning, tutor support and use of cutting edge learning
LCSS is guided in the delivery of these projects by the Directorate Information and Systems Advisory Group (DISAG)
and its sub-group the Information and Systems Implementation Board (ISIB). DISAG is responsible for the
authorisation and prioritisation of new projects adhering to the University’s Key Strategic Priorities via the development
and maintenance of an ICT Strategy. The role of ISIB is to support DISAG via the implementation of new projects,
managing the available resources and monitoring their progress until completion.
The University is committed to the delivery of a first class learning environment incorporating the highest standards of
e-learning, tutor support and use of cutting edge learning facilities: a learning environment in which students flourish
and develop, academically and socially, and are sought after by employers eager to acquire their evaluative and
analytical skills and their determination to succeed in their chosen vocation.
To assist successful delivery of such a commitment, a University ICT Strategy with associated sub strategies has been
formulated. This strategy seeks to be supportive in learning, teaching and research but also to act as a catalyst for
change in business structure and processes.
ISD’s commitment to delivering the University’s e-Learning strategy is exemplified by the development and support of
an extensive Virtual Learning Environment, using the latest Blackboard technology that currently supports over 25,000
users in Glamorgan’s student and staff communities. Over 1,000 modules drawn from every faculty utilize this facility,
with every student allocated an email account for on-campus or remote use. ISD developed and now manages a
sophisticated technical environment surrounding these activities. In addition, its expert e-learning production and
learner support teams have developed innovative, pedagogically-driven learning processes which assist lecturers to
build excellent online materials and guide students through a rich, knowledge-based environment. he University’s
strong links with partner colleges, industry and the Welsh community assist ISD in its support of the University’s
mission to ‘contribute to the creation of wealth and social regeneration in Wales’.
To contribute to an effective and efficient IS desktop service delivery in support of the University’s user community
(comprising students, staff and guests).
Main Purpose of Job:
To contribute to an effective and efficient IS desktop service delivery in support of the University’s user community
(comprising students, staff and guests).
Principal Responsibilities and Duties:
To provide support, advice and guidance on the use of ICT facilities (hardware and software) and service provision to
the University’s user community;
To install and configure relevant ICT facilities and services within agreed service levels ensuring the quality of service
provided to customers is maintained by utilising the main Helpdesk system;
To liaise with other staff and third party support services as appropriate to ensure that service level agreements are
To maintain all necessary records and documentation ensure all relevant procedures are followed and occasionally
To participate in the preparation of relevant documentation, including user information;
To comply with relevant documentation, including ICT Standards, Service Level Agreements and external contracts;
To be responsible for working in a manner that does not endanger the Health & Safety of yourself or others;
To undertake training and development in support of the role;
When required, to perform work outside normal hours, at reasonable notice, in order to maintain service delivery to our
To perform other relevant duties as may be required from time to time by the Head of Information Systems and Director
SKILLS AND ABILITIES
a) Able to provide support, advice and guidance in a clear and
accurate manner ; face to face, via the telephone and through
b) Ability to disseminate information to the right people at the
right time, responding to user needs.
c) Adept at using analytical skills.
d) Able to prioritise and plan own workloads.
e) Ability to utilise initiative to solve day-to-day problems
f) Knowledge and understanding of user needs within a s) Knowledge and understanding of how the
Further/Higher Education environment University functions
g) Knowledge of a wide range of desktop applications, including
h) Knowledge of current and emergent technologies within the
i) An understanding of the complexity of ICT support within a
j) Experience in using Microsoft Office, Windows XP/ 7 and a t) Experienced user of Apple Macs.
wide range of other software applications. u) Experienced in delivering Remote Assistance
k) Experience in installing and configuring ICT facilities and and support for users.
services within a desktop support environment. v) Experience of working within a Further /
l) Experience of providing an ICT support service, including the Higher Education Institution
ability to research for problem resolution.
m) Demonstrable experience of providing customer-focused
desktop support in an ICT customer-focused role
n) A degree or equivalent level qualification in a IT related w) ECDL or equivalent ICT related training
discipline and/or relevant substantial experience working in a x) Microsoft Certification or relevant professional
similar customer-focused ICT desktop support environment qualifications.
o) Must be flexible in approach to working hours and evidence a
commitment to work.
p) Must have a business-like and professional appearance.
q) Ability to work as part of a team, combined with a desire to
work on own initiative.
r) Must be able to show sensitivity and empathy to those who
require help, referring them to others if necessary
It is essential that when making an application, candidates specifically address the criteria set out in the Person
Specification. This information will be used in deciding those to be shortlisted.
CONDITIONS OF SERVICE
The successful applicant will be appointed to the post of Desktop Support Officer in the service of the University of
Your continuous service will commence on your first day of employment at the University of Glamorgan. The University
does not recognise continuous service with other employers in any respect except in accordance with the Redundancy
Payments (Continuity of Employment in Local Government, etc) (Modification) Order as amended.
STAFF APPRAISAL AND DEVELOPMENT
You will be required to participate in the Staff Appraisal and Development Scheme for Support Staff.
This Scheme is the means by which your individual work objectives will be set, annually. It is also the means by which
your learning, training & development needs will be identified to support you, throughout your employment with the
University, in the achievement of your objectives. The University expects a commitment to such personal development
from all its staff, and it is intended that this should be planned, and effectively evaluated to assess its impact upon
In February 1999, The University of Glamorgan became the first University in Wales to achieve the prestigious
Investor in People Award.
Staff Training & Development is therefore recognised as a fundamental part of the University’s Human Resources
Strategy and is an important key to the achievement of the University’s Vision and Strategic Goals.
The post is graded Grade D and the salary is currently £22,325 - £25,854 per annum, inclusive. Common practice is to
appoint people to the minimum of the grade.
This post is permanent
New entrants to the service of the University of Glamorgan are appointed subject to a probationary period of not
normally more than 6 months, during which time we will seek to confirm their suitability for the post.
All posts in the University of Glamorgan are offered subject to medical clearance. If appointed, you will be required to
complete a questionnaire (confidential to the University’s Medical Adviser) detailing your medical history and you may
be requested to attend a medical examination.
HOURS OF WORK/WORKING ARRANGEMENTS
The post-holder will be contracted to work 37 hours per week.
However, a Scheme of Flexible Working Hours is in operation, and is based on 4-weekly Accounting Periods of 148
hours. Staff are expected to arrange their times of work to have regard to personal workload, the overall pattern of
work in their work location, the wishes of the Head of Department and cover for the Office Opening Hours (which are
0830 - 1700 Mondays - Thursdays, and 0830 - 1630 Fridays).
The successful applicant will be provided with a copy of the Operating Rules.
The annual leave entitlement is 22 days, increasing to 27 days after 5 years services, plus nine statutory and other
You will have the option of joining the Local Government Pension Scheme and contributions will be made at rates of
between 5.5% and 7.5% of gross salary dependent into which pay band your salary falls; or you can take out
a personal pension with an approved provider.
The appointments are terminable upon one months notice from the individual or the University may give you 1 months
notice between 1 month and 4 years service; thereafter, one week's notice for each year of service, up to a maximum
of 12 weeks' notice
HEALTH & SAFETY RESPONSIBILITIES
All staff are responsible for the health and safety of both themselves, and others upon whom they may have an effect.
All staff must co-operate with the University in achieving its Health and Safety objectives. More detailed generic
responsibilities are included in Appendix 7.3 of the University health and safety policy.
Internal candidates should supply details of one referee only, being their Head of Department or Line Manager.
External candidates will be asked to supply three referees. References will be taken up after the interview.
Progress of Application
If you are successful in being selected for interview for the above post, you will be notified within 6 weeks of the closing
date. If you have not heard by this date, then you should assume that your application has been unsuccessful on this
In the meantime, I would like to take this opportunity to thank you for your interest in the University of Glamorgan, and
to wish you luck in your application.
CLOSING DATE: 23/09/2011