2 positions available
Part time - 1x 36%fte position (13 hours per week) and 1 x 19%fte position (7 hours per week) available Open ended
£22,214 p.a. pro-rata The closing date for applications is midnight on Thursday 02 May 2024. Interviews are expected to take place on Tuesday 14 May 2024.
The University will pay a supplement per annum pro rata to spine point 10 with effect from 24 October 2023, to align with the Real Living Wage (RLW) which equates to £22,464 p.a. This RLW supplement will be reviewed annually to take account of future increases and RLW rates.
There is an expectation that work will be undertaken in the UK.
This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.
The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role. We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.
The PostInformation Support encompasses the physical and digital library and archive services for the University community. The team plays an essential role in providing support to our staff and students, so that they can fully utilise the resources and services in support of their studies, research or work. Information Support Assistants are responsible for the delivery of excellent customer service and support to library users, including supporting the circulation of library stock (issue, discharge, re-shelving, holds management, etc.). They are a key operational support role which ensures the library and its services are able to operate efficiently. Duties include the staffing of library reception, supporting users to access the building and services; resetting of and support for library equipment and furniture; coordinating maintenance issues with other University departments or external contractors, etc.
The postholder will additionally provide operational and administrative support across the library team, including process driven tasks in support of acquisitions, digitisation and reading lists, etc. The postholder will be cross-skilled and will provide support across these boundaries.
The Information Support Assistant is often the first staff member a library visitor engages with, and the delivery of excellent customer service is paramount. The postholder will be supported to handle library enquiries and general service enquiries, following ITIL standards and processes, endeavouring to maximise the number of issues resolved at the first point of enquiry. The post-holder will make frequent use of UniDesk, our ITSM platform, which is used to record and manage logged calls and the associated workflow around them. The post-holder will triage support calls, escalating within them to others when required. The library service desk operates across a variety of channels including email, live chat, self-service and face-to-face.
Additional Information
One of the roles is expected to be weekend only, as follows:
13 hours (Evenings and weekends) 7 hours (Sat/Sun only)
Please see attached a copy of an example rota.
For any further questions, please contact Colin Sinclair, Head of Information Support, email: [email protected]
Description of DutiesProvide a high quality, customer-focussed support service to library users and colleagues
Support the effective operation of the library building and its services
Communicate effectively, both internally and with users, ensuring accuracy, timeliness and clarity at all times
Maintain accurate records in the Library Management System, E&CS fault logging, the ITSM platform and other systems or databases
Contribute to the ongoing development and delivery of the library
Provide a wide range of support to the library and the wider Information Services directorate
Please see attached Job Description for a full list of duties of the role.
Essential CriteriaQualifications
Knowledge & Experience
Skills & Attributes
Qualifications
Knowledge & Experience
Information Services delivers the library, IT, digital learning technology and other information needs and services to enable all students and staff of the University of Stirling to learn, research and work here. Our mission is to equip and empower our users and ourselves to function and achieve successful outcomes in the digital age. We strive to achieving excellent customer service and always aim to exceed our users' expectations.
The UniversityThe University of Stirling is committed to providing education with a purpose and carrying out research which has a positive impact on communities across the globe – addressing real issues, providing solutions, and helping to shape society. Stirling is 4th in Scotland and 43rd in the UK for research impact, with 87% of its research having an outstanding or very considerable impact on society – and more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021).
The University of Stirling is ranked among the top 30 UK universities for student satisfaction (National Student Survey) and top 30 in the UK for postgraduate student experience (Postgraduate Taught Experience Survey), and has an overall five-star rating in the QS Stars University Ratings.
More than 17,000 students study with the University of Stirling globally, with over 140 nationalities represented on its scenic central Scotland campus alone. The University – also home to 1,700 staff – is ranked first in the UK and top three in the world for its campus environment (International Student Barometer 2022, wave two). Ranked first in the UK and top five in the world for its sports facilities (International Student Barometer 2022, wave two), Stirling is Scotland's University for Sporting Excellence. Its world-class facilities provide the perfect training environment for the University's sports scholars – many of whom compete at the highest level, including at the Olympics and Commonwealth Games – and for students, staff, and the wider community.
The University has twice been recognised with a Queen's Anniversary Prize – the first for its Institute for Social Marketing and Health (2014) and the second for its Institute of Aquaculture (2019).
The University is a signatory to the £214 million Stirling and Clackmannanshire City Region Deal and a central partner of the Forth Valley University College Health Partnership. www. stir.ac.uk @stiruni
Available documentsJob number
SERV01894Contract Type
Open EndedPosting End Date
02-May-2024Location:
Stirling CampusGrade
Grade3 £22,214 p.a.Faculty/Service
Information Services Post Details2 positions available
Part time - 1x 36%fte position (13 hours per week) and 1 x 19%fte position (7 hours per week) available Open ended
£22,214 p.a. pro-rata The closing date for applications is midnight on Thursday 02 May 2024. Interviews are expected to take place on Tuesday 14 May 2024.
The University will pay a supplement per annum pro rata to spine point 10 with effect from 24 October 2023, to align with the Real Living Wage (RLW) which equates to £22,464 p.a. This RLW supplement will be reviewed annually to take account of future increases and RLW rates.
There is an expectation that work will be undertaken in the UK.
This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.
The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role. We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.
The PostInformation Support encompasses the physical and digital library and archive services for the University community. The team plays an essential role in providing support to our staff and students, so that they can fully utilise the resources and services in support of their studies, research or work. Information Support Assistants are responsible for the delivery of excellent customer service and support to library users, including supporting the circulation of library stock (issue, discharge, re-shelving, holds management, etc.). They are a key operational support role which ensures the library and its services are able to operate efficiently. Duties include the staffing of library reception, supporting users to access the building and services; resetting of and support for library equipment and furniture; coordinating maintenance issues with other University departments or external contractors, etc.
The postholder will additionally provide operational and administrative support across the library team, including process driven tasks in support of acquisitions, digitisation and reading lists, etc. The postholder will be cross-skilled and will provide support across these boundaries.
The Information Support Assistant is often the first staff member a library visitor engages with, and the delivery of excellent customer service is paramount. The postholder will be supported to handle library enquiries and general service enquiries, following ITIL standards and processes, endeavouring to maximise the number of issues resolved at the first point of enquiry. The post-holder will make frequent use of UniDesk, our ITSM platform, which is used to record and manage logged calls and the associated workflow around them. The post-holder will triage support calls, escalating within them to others when required. The library service desk operates across a variety of channels including email, live chat, self-service and face-to-face.
Additional Information
One of the roles is expected to be weekend only, as follows:
13 hours (Evenings and weekends) 7 hours (Sat/Sun only)
Please see attached a copy of an example rota.
For any further questions, please contact Colin Sinclair, Head of Information Support, email: [email protected]
Description of DutiesProvide a high quality, customer-focussed support service to library users and colleagues
Support the effective operation of the library building and its services
Communicate effectively, both internally and with users, ensuring accuracy, timeliness and clarity at all times
Maintain accurate records in the Library Management System, E&CS fault logging, the ITSM platform and other systems or databases
Contribute to the ongoing development and delivery of the library
Provide a wide range of support to the library and the wider Information Services directorate
Please see attached Job Description for a full list of duties of the role.
Essential CriteriaQualifications
Knowledge & Experience
Skills & Attributes
Qualifications
Knowledge & Experience
Information Services delivers the library, IT, digital learning technology and other information needs and services to enable all students and staff of the University of Stirling to learn, research and work here. Our mission is to equip and empower our users and ourselves to function and achieve successful outcomes in the digital age. We strive to achieving excellent customer service and always aim to exceed our users' expectations.
The UniversityThe University of Stirling is committed to providing education with a purpose and carrying out research which has a positive impact on communities across the globe – addressing real issues, providing solutions, and helping to shape society. Stirling is 4th in Scotland and 43rd in the UK for research impact, with 87% of its research having an outstanding or very considerable impact on society – and more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021).
The University of Stirling is ranked among the top 30 UK universities for student satisfaction (National Student Survey) and top 30 in the UK for postgraduate student experience (Postgraduate Taught Experience Survey), and has an overall five-star rating in the QS Stars University Ratings.
More than 17,000 students study with the University of Stirling globally, with over 140 nationalities represented on its scenic central Scotland campus alone. The University – also home to 1,700 staff – is ranked first in the UK and top three in the world for its campus environment (International Student Barometer 2022, wave two). Ranked first in the UK and top five in the world for its sports facilities (International Student Barometer 2022, wave two), Stirling is Scotland's University for Sporting Excellence. Its world-class facilities provide the perfect training environment for the University's sports scholars – many of whom compete at the highest level, including at the Olympics and Commonwealth Games – and for students, staff, and the wider community.
The University has twice been recognised with a Queen's Anniversary Prize – the first for its Institute for Social Marketing and Health (2014) and the second for its Institute of Aquaculture (2019).
The University is a signatory to the £214 million Stirling and Clackmannanshire City Region Deal and a central partner of the Forth Valley University College Health Partnership. www. stir.ac.uk @stiruni
Available documents