1. Technical Support and Services

Job Description

1. Technical support and services

• Contribute to the design and implementation of new and existing guidelines within the Media Resource Centre (MRC).

• Catalogue all audio/visual equipment and other items relating to the MRC onto the central system, and ensure that a backup copy is retained.

• Operate a busy service desk involving the issue, bookings, distribution and return of equipment on short loan to students and staff.

• Demonstrate and provide advice to staff and students in the use of the MRC’s equipment. This includes working through the features of the equipment, assembly, maintenance and testing in order to provide a basic/intermediate understanding.

• Ensure that all items of equipment are security marked, issued in good working order, and returned to the MRC in working condition within the guidelines.

• Ensure that the MRC is maintained as a secure area for the equipment and materials associated with the MRC and to comply with COSHH Health and Safety regulations.

• Ensure the general tidiness and daily maintenance of the MRC facilities.

• Ensure that borrowers understand the operation of specialist equipment.

• Undertake routine and day-to-day maintenance and installation to all MRC facilities, e.g. digital and video cameras, sound recording equipment, specialised film set lighting.

• Identify malfunctioning equipment and ensure that all faulty or missing parts/items are dealt with promptly.

• Maintain an accurate record of the status of the equipment.

• Record the precise fault, damage, status of all equipment in the MRC and enter the information on a database.

• Contact appropriate suppliers to arrange the repair or replacement of equipment.

• Ensure that lost/stolen equipment is reported to Police and that a Crime Number is obtained to enable an insurance claim to be activated on behalf of the University.

• Advise on the purchase of equipment and materials and to keep a record of the usage of all the facilities.

• Monitor prices of consumables from different suppliers within guidelines issued by the Technical Facilities and MRC Manager.

• Contribute to the training and support of existing staff or any new member of staff when necessary.

• Work collaboratively as part of a technical team, assisting and covering colleagues in other technical areas during busy periods or absences.

• Complete technical and other relevant (e.g. Health & Safety) training as identified and agreed for appropriate maintenance and development of skills.

1. Administration and management

• Contribute to relevant technical or other working groups/committees as determined by the Technical Facilities and Media Resources Manager.

• Ensure communications systems and practices support effective management arrangements and promote good relations with staff and students.

• Provide a service for students and staff in a calm and professional manner whilst enforcing the guidelines that have been devised for the loan of equipment for the MRC.

• Take part in the annual and on-going reviews of the MRC and implement action plans as agreed by the School executive.

• Comply with financial regulations (cash handling) in the sale of consumables to students and staff, and record sales and fines in the cash register.

• Write to students regarding lost or stolen items of equipment and inform them of the procedure to follow in line with UWL regulations.

• Operate a fine system for late returns of equipment.

• Check regularly on the automated system to ensure that outstanding loans are followed up in writing, electronically and by telephone.

• Carry out regular equipment/materials stock checks to maintain the appropriate levels of stock.

• Liaise with Technician Demonstrators for the allocation of resources with regard to provision for academics and teaching.

1. Health and Safety

• Comply with the University’s arrangements for Health and Safety, and to ensure proper enactment of this policy.

• Undertake risk assessments of all equipment, processes and procedures associated with the role and ensure their correct implementation within the Health & Safety framework of the University on a continuous basis.

• Agree, recommend, document and adopt work practices within the MRC which are consistent with actions arising from risk assessments.

• Build risk assessments and associated Health & Safety standards and procedures into the training and practice of all users of the technical facilities, including the use of appropriate documentation.

• Be responsible for restricting the use, including closure, of facilities, equipment or processes to individuals or groups of users that have not demonstrated appropriate levels of Health & Safety and working practices, and advise on how and when further training and assessment of competences can be obtained.

• Ensuring that correct and timely communication of safety issues, is carried out as relevant to your areas of responsibility.

• Have personal responsibility for compliance with safe systems of work in operation within your work area, work co-operatively with other staff who have responsibility for Health and Safety requirements, and report any Health and Safety concerns to your manager or other responsible member of staff as soon as they are identified.

• Attend Health and Safety training as appropriate to your role.

• Work within and actively support the equality and diversity policies and practices of University of West London.

• Participate in the annual performance review process.

• Work within a framework of effective governance, ensuring compliance with relevant regulations, legislation, policies and procedures.

• Be responsible for your own continuing self-development.

• Undertake other duties not specifically stated above, which from time to time are necessary for the effective performance of the University’s business without altering the nature or level of responsibility involved.

Person Specification

• Relevant degree or equivalent qualification or industrial experience.

• Relevant and current Health & Safety certification, or willingness to obtain certification within 6 months of appointment.

• Substantial demonstrable recent experience in technical support

• Experience of working with video/photographic equipment/sound and recording/digital projection equipment.

• Experience of providing an effective service in a customer focused environment.

• Experience of cash handling.

• Recent experience of current Health & Safety practice (eg.COSHH and LOLER) and guidelines.

• Knowledge of all appropriate Health and Safety requirements for relevant technical facilities.

• Experience of writing, using and carrying out risk assessments in an appropriate technical environment.

• Experience of working with an asset management system.

• Excellent abilities, based on professional experience and the on-going development of skills, to understand technical developments in specialist technical equipment.

• Demonstrate an understanding of customer service.

• Ability and willingness to undertake CPD, by agreement with their line manager, to maintain the currency of their expertise.

• IT literate. Ability and experience in using relevant software.

• Understanding of basic accounting principles.

• Ability to remain calm and focused under pressure.

• Experience of working closely with academic colleagues and students.

• Ability to work outside normal office hours.

• Well-developed communication skills including tact, diplomacy and sensitivity in working with inexperienced persons.

• Ability to work under own initiative and be resourceful in approach to problem solving.

• Ability to develop and maintain good working relationships across departments and schools.

• Work will involve heights and lifting and carrying heavy equipment.

• Flexibility to work in different locations in a range of settings and contexts at times to suit assignments which can be outside of sociable hours

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