1301425
UNIVERSITY OF OTAGO
Te Whare Wananga o Otago
JOB DESCRIPTION
JOB TITLE: Student IT Advisor (Casual)
DEPARTMENT: Student IT Services (Student IT), Customer Services
DIVISION: Information Technology Services (ITS)
Student IT Services is part of the Customer Services department of the Division of Information Technology Services (ITS). The other sections of Customer Services are Desktop Support (UOCE), Desktop Support (Corporate), Desktop Support (Central) Service Desk, IT Training and Software Procurement. The other sections of ITS are Infrastructure and Applications Services, Teaching and Learning Facilities, Information Security, Strategy and Planning and Administration Services.
The Customer Services section is responsible for the provision of front line services and support to staff and students of the University, desktop support, software procurement and IT training.
Student IT Services provides quality “just in time” training and support to students in
computer areas located around the Dunedin campus. These are referred to as “Student IT Service Points”.
The hours of work for the Student IT Advisor (Causal) will be up to 20 hours a week with an expectation of between 6-12 hours a week during semesters. Fixed Term staff will work a set 20 hours a week arranged at the start of each semester.
PRIME FUNCTION
The principal purpose of this position is to provide effective and efficient IT support and training services in the ITS Student IT computer areas and ITS Service Desk service point in the Central Library.
MAIN OBJECTIVES
• To ensure the successful delivery of all services provided in the student IT service points
• To provide timely and effective IT support and training to customers of Student IT
service points
• To maintain safe and appropriate working conditions in the student IT service points
• To communicate service information to customers in a timely and effective manner
• To identify and participate in service improvement/development initiatives within Student IT Services
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KEY TASKS
• Assist students to make effective use of the software and equipment provided
• Assistance with the installation and configuration of software (Sophos anti-virus, Mprint, operating system updates, spyware, adware and network card drivers) on student-owned computers (Macintosh and Windows) - including access to the University network via the student network service (wired and wireless)
• Initial troubleshooting of problems with the functioning of student-owned computers (Macintosh and Windows)
• Resolution of common problems relating to access to the student network service (wired or wireless), student internet service, anti-virus software, and other student IT services
• Provision of advice on usage and problem resolution on the student managed desktop (access and applications) and UniPrint printing system
• Troubleshoot and resolve (where possible) software and simple hardware problems within advised guidelines
• Answer Student IT Hotline phone
• Answer queries about the Student IT computer areas and IT services provided for students
• Refer all enquiries that cannot be answered directly to the appropriate support section
• Conduct hands-on training for individuals and groups in basic computing skills
• Report problems/faults to the appropriate ITS or other University staff
• Ensure satisfactory working conditions when on duty at the Student IT service points (e.g., control of room arrangement, noise levels, heating, and ventilation)
• Ensure that Student IT computer area rules and regulations are adhered to by those using the computer areas
• Attend scheduled Student IT Advisor meetings
• Develop and maintain technical and interpersonal skills by attending agreed training courses, reading, etc
• Submit activity reports as requested
• Assist in obtaining feedback (in the form of surveys, feedback boxes and informal comments) on student IT services and facilities and report back to other Student
IT Services staff
• Communicate Student IT operational service information to students and other staff as required
• Report to the appropriate staff when Student IT computer area consumables need replacing
• Alert the Student IT Services management to any actual or potential occupational health and safety hazards in the workplace
• Act where appropriate to minimise possible injury and ensure safety in the workplace
• Communicate and share IT skills/knowledge with other Student IT Services staff as part of maintaining the shared skills/knowledge base for all staff
• Input into the monitoring, planning and development of services provided by
Student IT Services
• Undertake other tasks as requested by Student IT Services management
RELATIONSHIPS
Directly responsible to: Manager, Student IT Services
Functional relationships with: Other Student IT Services staff
Service Desk Manager and staff
Other Customer Services staff
Other ITS staff
Reference Librarians and Library staff
Staff and Students of the University
BUDGETARY RESPONSIBILITY
None
EXPECTED OUTCOMES
• Accurate and appropriate technical information and assistance delivered in a customer oriented manner
• Feedback from customer satisfaction surveys, feedback forms and peer reviews are satisfactory or better
• Effective working relationships with customers and colleagues are established and maintained
• Communication with colleagues and customers is appropriate, clear and effective
• Personal and technical skills developed and maintained to support the services provided in the computer areas and student wireless regions
• A high standard of personal presentation and professional demeanour is maintained at all times
• Effective and appropriate input into supporting the services Student IT Services provide
• Written documentation provided by self is clear, accurate and up-to-date
• University and departmental Occupational Health and Safety regulations, policies and guidelines are followed
• Reports as required are produced in a concise, accurate and timely manner
• Familiar with the regulations, policies and guidelines relevant to the job
• Reliable and punctual for work
PERSON SPECIFICATION
• Study towards or completion of a tertiary qualification:
- University degree. A major in Computer or Information Science is not required, but papers in those areas would be advantageous
- A Polytechnic degree in Information Technology
• Information Technology industry IT qualifications such as Microsoft Office User Specialist (MOS) would be advantageous
• A minimum of one year of working successfully in a customer service or training role
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• Previous experience in demonstrating or tutoring with proven results
• A high level of competency required in the applications currently available in the
Student IT computer areas
• At least 6 months experience of the Student IT managed desktop, printing and student network environments
• An understanding of, and commitment to, providing excellent customer service
• The ability to identify and solve problems, multi-task and enjoy a challenge
• Excellent communication skills, both written and oral
• The ability to explain technical concepts in simple terms
• The ability to work successfully as part of a team and also individually
• The ability to perform effectively without constant supervision
• The ability to work flexibly in a busy environment
• Conscientious, reliable and trustworthy
• A warm, courteous manner
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