Job Description /
Job Details
Job Title: / Information Support Assistant, Public Services
School/Dept/Institute & Centre: / Student and Academic Services
Reports to: / Team Leader
Grade: / 2 / Full Time/Part Time: Varies according to contract
Appointment period: / Fixed Term Appointment
Current Location: / WS / WH / ME
Job Context
Information Support Assistants supervise and support staff and students in their use of the library’s services, facilities and learning environments. They provide face-to-face assistance and information in a friendly and helpful manner. They are responsible for carrying out a range of duties that will vary from day to day according to the needs of the service. In particular, they will assist staff and students in: navigating the library; locating library materials; carrying out catalogue searches; demonstrating the use of self service points; understanding circulation policies and using equipment such as photocopiers, scanners and printers.
Job Purpose
Information Support Assistants provide and maintain an effective study environment for teaching and research by access monitoring and control and by managing behaviour of library users. They also help to keep the study areas and learning environments tidy, sharing the responsibility for ensuring all equipment and facilities are safe to use and in good working order. Overall, post holders help to make sure that library users have a successful visit and that they can find the information resources they need and make use of the facilities provided.
Main Duties & Responsibilities
-Provide customer focused support at a high level to staff, students and visitors that are using information resources, library facilities or learning environments
-Helping users locate information resources at the shelves and via catalogue searches
-Providing general assistance to users at services points or whilst on duty in one of the study areas / learning environments
-Demonstrating and encouraging the use of self service systems for issuing, renewing and returning library materials, fine payments and account top up facilities
-Using the Library Management System to carry out circulation activities that require staff assistance
-Answering enquiries by telephone or face to face; explaining access rights and circulation policies to library users
-Use knowledge, experience and judgement to resolve queries, referring as necessary to supervisors
-Providing assistance with library equipment such as the online public access catalogues, photocopiers and printers
-To support library users in their use of library IT and AV facilities, including related software applications
-Sorting, arranging and shelving books, periodicals and other material by collection and class mark
-Tidying the study areas and learning environments; carrying out stock pick ups from around the library
-Monitoring library equipment and replacing consumables e.g. receipt rolls, toner, paper
-Ensuring all equipment and facilities are safe to use and in good working order, reporting faults to the appropriate member of staff
-To register NHS users and University Staff for a range of library services
-To undertake access management duties including: supporting access control systems, operating library access schemes; and student disciplinary procedures as required
-To participate in managing the behaviour of library users including monitoring study areas and imposes penalties for non-compliance with library rules and regulations
-To carry out a range of administrative and practical tasks in support of other library teams
-Assisting with general clerical duties, photocopying, data entry, collects and delivers mail etc
-Assists with library opening/closing and safety/security routines, including setting up and closing down service points; switching equipment on and off in public areas; admission and exit control
-Assists with moving and organising library furniture as needed
-Assisting with induction and training talks and tours, open days and other events
-Carries out duties within guidelines and timetables provided by Team Leader
-To assert library regulations in relation to the circulation system and use of the library environments in other respects as appropriate
-Decides, on the basis of advice from other and on personal experience, whether a problem is straightforward and can be dealt with immediately or whether it should be referred to senior or professional staff
-Exercises appropriate discretion, based on training and experience, on how best to apply Library policy in order to achieve a satisfactory outcome for the Library and its users in any given situation
-Decides, on the basis of training and experience, on how best to handle interactions at busy times in order to provide the best overall level of service to Library users
-Information Support Assistants may be required to assist with the planning and prioritising of work for a project in line with manager’s general instruction
-Communicates and liaises with library service users
-Liaises with library and archive colleagues
-Communicates with other members of University staff (especially Estates and Security staff)
-Follows established procedures for handling and recording fine payments and other cash transactions
-Organise and prioritise own work activities within established routines or procedures and subject to minimal supervision, to support the achievements of work objectives
-May be required to work with no on-site supervision during evenings and weekends referring any issues to Team Leader on duty at another site as necessary
The above list of responsibilities is not exhaustive and the jobholder may be required to undertake other duties commensurate with the level of the role, as reasonable requested by their line manager.
This job description sets out the duties of the post at the time it was drawn up. Such duties may vary from time to time without changing the general character of the duties or level of the responsibility entailed. Such variations are a common occurrence and cannot in themselves justify a reconsideration of the grading of the post.
Information Support Assistant – October 2017
Job ProfilePerson Specification /
This table lists the essential and desirable requirements needed in order to perform the job effectively. Candidates will be shortlisted based on the extent to which they meet these requirements.
Requirements / Essential / DesirableQualifications /
- Good secondary education to GCSE equivalent standard (including English and Maths)
- Education to A Level equivalent standard
Knowledge, /
- Experience of working in a service environment
Skills and /
- Experience of using IT applications
Experience /
- Experience of working with information systems or relevant IT software and applications
- Experience of supporting others in their use of IT
- Experience of supervising staff
- Awareness of the higher education environment
- Knowledge of academic library and information services
- Customer oriented with the ability to relate to staff, students and colleagues in a pleasant and confident manner
- Good numeracy skills
- Good attention to detail and high level of accuracy
- Good IT skills, including spreadsheets, email, word processing and databases (Microsoft Office)
- Ability to prioritise a varied workload and meet deadlines
- Excellent written and verbal skills
- Good organisational and interpersonal skills
- Able to work unsupervised and exercise initiative
- Ability to understand and follow detailed instructions
- Customer focused, with a desire to help and a positive and mature attitude to providing a service.
- Flexible and co-operative; ability to work in a team
- Ability to learn new skills
- Ability to remain calm and to act in a professional manner whilst dealing with a difficult customer and/or non-routine work situations
- Expected to develop expertise in at least one section but will be required to contribute across teams and business areas regularly to support services
- May be required to work at other sites
- Commitment to participate in personal development
E – Essential: Requirements without which the job could not be done.
D – Desirable: Requirements that would enable the candidate to perform the job well.
Information Support Assistant – October 2017