Library Assistant

Main Purpose of Job

The postholder will work as part of a team who provide a high quality, customer focused Library and IT support to a wide-ranging customer base. The postholder will provide 1st level support to staff and students both in person via the support desk located in the Library and online via email, ticket, chat and phone support, core elements of the services offered by the Library. The Library and IT Service Desk Team are the first point of contact for all Library and IT queries and all such queries must be dealt with in a timely and appropriate manner.

Main Duties and Responsibilities

·       Assess and advise on issues raised by users relating to use of Library and IT resources and services in the University.

·       Provide first-level incident support for all services supported by the team.

·       Where appropriate log, refer or escalate issues and queries to Library and ISS divisions and other units within the university via a ticketing system thereby ensuring customer enquiries are satisfactorily resolved.

·       Provide an effective and efficient service to resolve Library and IT queries.

·       Contribute to the development of streamlining processes and procedures as required.

·       Act as user proxy and contributor on service improvement and development initiatives.

·       Contribute to testing of service developments, changes, and enhancements.

·       Provide advisory support across all services and act as an initial point of contact for users.

·       Participate in the continuous improvement process in place at the Library & IT Service Desk

·       Assist with library inductions and training sessions for students and new members of staff.

·       Participate in training and other personal development activities for on-going development of skills and knowledge.

·       Benchmark, record and collate statistical data as required.

·       Fulfil defined Service Requests and escalate to appropriate level if necessary.

·       Support the updating of the Library Website as required.

·       Undertake other routine organisational tasks related to the service.

·       Perform other duties as may be assigned by the University Librarian or designated supervisor.

Special Features of the Post:

The Library and IT Service desk position requires onsite working and is currently not suitable for hybrid or remote working.

Library Assistants at the Library & IT Service desk work 35 hours per week (or pro-rata if part-time) over a varying roster system as follows:

Term time (usually early September to December and January to mid-May): 6 Day Roster, that covers 9:00 – 20:00 Monday to Thursday; 9:00 – 18:00 on Friday; and 10:00 – 16:00 on Saturday.

Outside term time: 5 Day Roster that covers 09:00 – 17:30

Please note: This job description reflects the core activities of the role, and as the University and the post holder develop, there will inevitably be changes in the emphasis of duties. It is expected that the post holder will recognise this and adopt a flexible approach to work and skills development.

Requirements for the role:

The successful candidate will demonstrate the eligibility requirements below in terms of qualification, skills and experience:

Essential Skills and Experience

·       Passes in 5 subjects at Leaving Certificate level or equivalent, or a recognised post-Leaving Certificate administrative/office technology qualification.

·       At least 2 years’ relevant employment experience.

·       Experience of working with a variety of relevant computer software applications (e.g. Office 365, MS Team, Email, Canvas and Helpdesk systems)

·       Experience working in a customer service environment; providing support to users’ queries whether delivered in person, by phone, by email or other means.

·       Strong knowledge of personal computers and operating systems, mobile devices, and general computer software

·       Excellent interpersonal and communication skills

·       Excellent customer service skills

·       Problem solving experience

·       Excellent IT skills with proficiency in M/S Office suite

·       Written and Oral competence in Irish at B2 level (at least) on the Common European Framework of Reference for Language Learning (enclosed). Applicants, who have not previously satisfied this criterion on recruitment to their post, will be required to complete an Irish assessment.

Essential Attributes

·       Understanding of, and focus on, customer needs with a commitment to continuous development and improvement of services.

·       Excellent attention to detail and ability to think logically.

·       Excellent inter-personal skills with a natural ability to empathise and a genuine desire to advise, guide and help all users of the library.

Desirable

·       Experience in an academic/research library environment

 Salary: €30,446 - €48,156 per year