Library Receptionist / Helpdesk Assistant 29 hours a week Full Time

Norwich, Norfolk
Reed

Senior Information Assistant

• This role is within our customer-facing library team who work on a rota basis covering 8.00-18:30 Mon-Fri.
• Support to two service points (helpdesk and reception) as well as effectively manage back of house functions and virtual help (email and live chat) and provide cover for breaks and lunch
• You will provide a good customer service and positive library experience for students.
• Location: On UEA campus, Norwich NR4
• Hourly rate of pay: £12.03
• Start date/duration of assignment: 8 weeks commencing 5 August 2024 – 27 September 2024
• Weekly hours of work: Mon-Fri. 29 hours a week (0.8FTE) on a rota basis, eg 08. 00-16.00, 08.30-16.30, 10.30-18.30 etc

Job Purpose

Senior Information Assistants manage and deliver frontline information services in support of UEA teaching, research and engagement activities. The post works collaboratively within the User Experience Team to provide individually tailored customer service through face-to-face interactions, email, telephone and live chat. The role requires proficiency in several web-based applications such as the Library Management System and Room Booking System. Senior Information Assistants aim to resolve problems themselves where possible, guiding users to solutions at the point of delivery.

Key Responsibilities

• Answering user queries in person or online (e.g., email or live chat), 7 days a week.
• Adopting a proactive approach to resolving enquiries, taking time to understand the individual needs of the user and tailor their response accordingly.
• Where possible answer user questions at the point of enquiry. Senior Information Assistants should exercise their judgement to best support users, making decisions at the point of service to best meet user need.
• Ensure all service points are covered during core hours and de-prioritise tasks on the fly as required to ensure core user service is provided.
• Work with team members to divide up tasks and use initiative to prioritise tasks according to time of year and student need.
• Develop a wide understanding of a variety of Library systems including Library Search, the Library catalogue, online database and ebook packages, and related library services such as interlibrary loan, in order to accurately and effectively support users to use these systems themselves.
• Detailed knowledge of the Library Management System is required to manage user library accounts, ensure timely circulation of stock, and solve problems for users.
• Senior Information Assistants also manage wider university enquiries, using their knowledge to appropriately direct users via a variety of online services including the Student Information Zone, copyright requests, connecting to wifi (Eduroam), configuring devices and using university printing services.

Please apply online or contact Maxine or Andrea at Reed Norwich