Weekend Supervisor Role Description.docx - Edinburgh Napier by qingyunliuliu


									Weekend Supervisor

Role Description
Grade & Salary:          Grade 4

Campus Location: All campuses. The role holder will move around all the service delivery
                points which are open at weekends.
Line Manager:   Central Support Manager
Line Management Campus Support Assistant - Technicians who work at weekends
Responsibility for:
Organisational         Tick to confirm attached
Role Summary:       To ensure staff coverage throughout the opening hours of IS services at
                         To liaise with Campus Support Managers and the Central Services
                         Manager to ensure that service provision is maintained and to supervise
                         the staff who are working at weekends.
                         To support students and university staff in the effective and reliable
                         operation of Information Services.
                         To assist in maintaining safety and security of IT equipment and
                         To work with other IS staff to ensure there is a consistency of service
                         between weekdays and the weekend.
                         To work according to agreed operating procedures and policies
                         To deal with NorMAN reports at weekends.
                         To escalate incidents as appropriate.

Main Duties and Responsibilities
      To ensure the services are delivered at weekends to agreed service standards.
      To supervise the work of staff working at weekends
      To assist customers in their use of the equipment and services face to face, over the
       phone, and via e-mail.
      To bring a strong customer focussed approach to all aspects of the role.
      To be fully conversant with the change management and incident handling procedures and
       ensure they are effectively implemented in a customer focussed way.
      To be a recognised point of contact for IT and Library Services and their associated
       development teams.
      To escalate problems as appropriate and participate in their solution.
      To actively promote and facilitate the integration of Library and IT staff in order to provide
       excellent customer services.
      To identify opportunities for improvements and service developments.
      To maintain effective communication with customers and other members of Information
      To ensure that actions do not compromise the physical and logical security of equipment
       and data.
      To actively seek customer views of services, operations and facilities and to suggest
       improvements to services based on knowledge of customer requirements.
      To keep abreast of current and emerging technologies and services and participate in
        0development to ensure that skills match the equipment and services being provided and
        to undertake training and development to carry out the role effectively.
       To carry out duties to agreed standards and within agreed timescales
       To carry out duties appropriate to the role as advised by the Central Support Manager


 Person Specification

            Attributes             Essential Requirements Desirable Requirements
                                   HND or higher qualification in    Other appropriate modules or
  Education/Qualifications         relevant subject OR               qualifications(communication,
                                   equivalent relevant               management, service desk,
                                   experience                        customer service)
                                                                     ITIL or SDI qualification in
                                                                     Service Management or

                                                                     ILM level 2 or equivalent.
  Experience                       Experience of team working.       Experience of work within an
                                   Experience of service desk        academic environment.
                                   provision.                        Experience of library and/or
                                   Familiarity with Library and IT   IT systems.
                                   systems or service delivery       Experience of a large
                                   within a networked                centralised computing
                                   environment.                      service.
                                                                     Experience of Customer
                                                                     Relationship Management.

  Skills/Personal                  Ability to work to deadlines      Knowledge of networked
  Requirements                     and use initiative.               environments, hardware /
                                   Good organisational skills.       software installations.
                                   Excellent interpersonal and       Knowledge of Library
                                   communication skills.             procedures and e-resources.
                                   Demonstrable experience of
                                   working with the public and of    Experience of end user
                                   customer focus.                   support.
                                   Problem solving skills.           Experience of identifying
                                   Analytical skills.                training needs and liaising
                                   Experience of supervision.        with staff within the University.



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