Job Description and Person Specification (HR5) /
Job Description
School/Department: / WSA - Dalian
Post Title: / Specialist Skills Technician - Dalian
Please enter Level under appropriate Career Pathway / ERE / TAE / MSA / CAO / R.Nurse / Clinical
2b
ERE Category / Academic Posts / Non-Academic Posts
Academic
(mixed) / Research
Only / Teaching
only / Enterprise / Education Development
Posts Responsible to (and Level): / Programme Leader (with a dotted line to iSolutions)
Posts Responsible for (and Level): / No staff management responsibilities
Job Purpose
To provide frontline support to the University of Southampton community while based at Dalian Polytechnic University in China. Predominantly, this job is to provide support to the growing numbers of staff and students at Dalian, maintenance of print and photography equipment and teaching support of IT. There will be a close working relationship expected with teams based elsewhere in the world and for the successful individual to expand and develop their skills and techniques to support the diverse range of services provided to the community. As this is the first post for delivering ICT and technical support in China this is a development post which may include additional areas of responsibility
Key Accountabilities/Primary Responsibilities
Planning
Plan and prioritise workload to ensure both aspects of the job are given appropriate priority and the activities related to each role do not conflict with each other.
In resolving incidents, be aware of common trends emerging and alert team leaders accordingly to ensure longer term solutions can be identified and planned for.
Operational
Service Desk related duties:
Deliver excellent customer service by adhering to the Service Desk Good Practice Guide and quality checks made by the Service Desk Team Leader and/or the Service Delivery Specialist for Quality Control & Monitoring.
Troubleshoot and resolve any incident deemed an appropriate 1st line fix through verbal or written communication with the user or via remote desktop access, within agreed timescales.
Desktop and technical support related duties:
To manage incidents referred on by the Service Desk through to resolution or referral to specialist services, providing remote and desk side support as necessary and ensuring full and detailed work log entries in the service management toolset.
In collaboration with the Service Delivery Specialist, identify areas of improvement to the service in general and to ones personal development to ensure the business benefits from a high standard of service.
In collaboration with Service Desk colleagues, enhance the self service knowledgebase to include additional items as and when they become apparent.
To be flexible in supporting all Service Delivery requirements as and when necessary.
Assist in the development and production of relevant procedures/processes for use in IT and Graphic Art facilities for staff and students in Dalian.
Teaching of core IT, print or graphic art processes.
To undertake any other duties as required by Business and Law’s Deanery and the Director of iSolutions. / % Time
40%
10%
50%
Internal & External Relationships: (with whom, nature & purpose of relationship)
The post holder will be expected to undertake the duties as part of an integrated support team and will be expected to adopt priorities and engage in activities which promote the effective working of the whole team.
The post holder will be expected to liaise with relevant members of the University and with colleagues in other institutions.
Special Requirements:
It is a requirement of the Chinese Authorities than non-Chinese residents requiring a working permit for China to hold a degree at least bachelors level, be aged 25-60 and have at least 2 years related work experience.
To maintain the relevant level of expertise and qualifications to discharge the duties of a Service Desk Technician and to agree with the team manager on a relevant development programme.
Some out of hours working may be required.

October 2014

Person Specification
Criteria / Essential / Desirable / How to be assessed
Qualifications, Knowledge and Experience: / Either:
Possess A Level, HNC, NVQ3 (or equivalent international qualification)
And/or
Demonstrable experience of working in a desktop support team
Experience in analysing and troubleshooting MacOS
Experience working across IT and Graphic Art resources / ITIL or equivalent training to foundation level
Customer Services Training
Experience in the use of Active Directory
Knowledge of Windows and/or Linux operating systems / CV and interview
Planning and Organising: / Ability to organise programme of work and to work independently
Ability to prioritise tasks in accordance with team activities, workloads and Manager's instructions
Thoroughness, accuracy and attention to detail / Prioritise tasks through sound knowledge of incident management
Ability to carry out prescribed tasks to a set timescale but with limited direct supervision / Interview
Problem Solving and Initiative: / Fault diagnosis and troubleshooting skills
Ability to proactively follow problems through to resolution
Ability to identify service requirements for customers
Methodical, calm and clear-thinking under pressure / Ability to interpret customers' 'fault' reports and to systematically analyse and solve service-related problems / CV and interview
Management and Teamwork: / Experience of taking an active part in a team, improving efficiency by sharing information and knowledge, and supporting others as required.
Ability to adapt well to change and service improvements / Technical teaching experience / Interview
Communicating and Influencing: / A professional, customer orientated approach to service
Excellent communication skills, good spoken and written English and Mandarin/ Chinese
Be able to contribute and support team working, maintaining an effective working relationship with colleagues
Confidence to be a first point of contact for enquiries from a diverse customer base / Ability to provide clear and concise reporting to team manager
Ability to explain use of technology to non-technical customers in simple, clear terms / CV and interview
Other Skills and Behaviours: / Demonstrable keenness to keep up with new technologies and services in IT support / Interview
Special Requirements: / Having the flexibility to work out of hours on occasion to meet user or service expectations
Professional and reliable, calm, conscious of not taking unnecessary risks when working with live data on live systems and in machine rooms
Be physically able to lift/ move equipment / Reference


Job Hazard Analysis Form - Appendix to Job and Person Specification

Please tick one of the following statements:

This post is an office-based job with routine office hazards e.g. use of VDU (if ticked, no further information needs to be supplied)
This post has some hazards other than routine office e.g. more than use of VDU / X

Please tick all those that apply, and put N/A if not applicable

Environmental Exposures / O* / F / C
Outside work
Extremes of temperature (eg fridge/ furnace)
Potential for exposure to body fluids ##
Noise (greater than 80 dba - 8 hrs twa) ##
Exposure to hazardous substances (eg solvents, liquids, dust, fumes, biohazards). Specify: photography and screen print chemicals ## / x
Frequent hand washing
Ionising radiation.
Equipment/Tools/Machines used
Food Handling ##
Driving university vehicles(e.g. car/van/LGV/PCV) ##
Use of latex gloves (note: prohibited unless specific clinical necessity) ##
Vibrating tools ( e.g. strimmers, hammer drill, lawnmowers) ##
Physical Abilities
Load manual handling. / X
Repetitive Crouching/Kneeling/Stooping
Repetitive Pulling/Pushing
Repetitive Lifting
Standing for prolonged periods
Repetitive Climbing i.e. steps, stools, ladders
Fine motor grips (e.g. pipetting)
Gross motor grips
Repetitive reaching below shoulder height
Repetitive reaching at shoulder height
Repetitive reaching above shoulder height
Psychosocial Issues
Face to face contact with public / X
Lone working
Shift work/night work/on call duties ##

O – Occasionally (up to 1/3 of time); F – Frequently (up to 2/3 of time); C – Constantly (more than 2/3 of time) ## denotes to HR the need for a full PEHQ to be sent to all applicants for this position.

FOR SCHOOL/SERVICE USE ONLY / ResourceLink Post Number
Which post does this job report to
Is this post a Line Manager? / Yes / No / X
If yes, which posts directly report into it? / ResourceLink Post Number
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Post 6
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Post 8
Please add additional rows as required

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