Web Content Assistant

THIS ROLE IS NOT SUITABLE FOR CURRENT STUDENTS; STUDENT APPLICATIONS WILL NOT BE CONSIDERED DUE TO WORKING HOUR LIMITS.

Responsible for contributing to the delivery of a customer focused, robust, resilient, responsive and secure, high quality IT/AV services, specifically but not exclusively:

• Provide advice and support to respond to and resolve customer requests and incidents delivering to defined Service Levels Agreements (SLAs) and Key Performance Indicators (KPIs).
• Provide remote and in-person user support for IT/AV equipment, telephony devices, other peripheral devices, software applications, Client and Server Operating Systems, Enterprise systems, Teaching/Learning systems and Cloud based services.
• Use IT Service Management System, and other relevant systems, to process user requests and incidents (based on priority), taking part in Service Desk duties including Live Chat, Telephone, email and in-person channels where and when required.
• Provide IT/AV setup assistance and on-going support for meetings, teaching, events and projects.
• Provide hardware support for PC/MAC, Server (Virtual and Physical), Laptop, Tablet, Audio Visual equipment, telephony equipment and other peripheral devices, ensuring the CMDB is updated and data maintained at all times.
• Provide regular firmware updates of IT/AV equipment and routine testing and maintenance of IT/AV equipment to ensure they are ready and available for use by staff, students and visitors.
• Using AV Resource Management System to remotely monitor and manage AV resources, provide remote user support and provide customised reports for AV equipment and rooms.
• Participate in Capital and BAU project work. Partake in commissioning, testing, documentations and handover of new projects including delivering or assisting with training delivery.
• Assist with rack building, mounted equipment installation and cable installation, termination and labelling including installations at high level and in confined spaces, termination and labelling.
• Manage inventory of IT/AV spares stock ensuring they stored correctly and replenished appropriately.
• Utilising Asset Management tools, including CMDB, SCCM and asset discovery software, to keep up to date inventory details of IT/AV, telephony and other IT equipment. Undertake regular IT asset audits, recording all details using the relevant tools.
• Manage physical security of IT/AV equipment, ensuring equipment and housings are locked and keys are stored safely in their correct location; Ensure all existing and new keys are organized and labelled correctly and kept up to date.
• Manage issuing of keys to external contractors and other colleagues, ensure they are returned to their correct location in timely manner.
• Build, image and configure various hardware devices for IT/AV services.
• Manage the DHCP and DNS entries of IT/AV equipment.
• Carry out network data port patching, network switch port configuration and any other applicable networking activities. Ensure network port databases are accurately maintained and up to date.
• Use software tools to provide proactive monitoring of IT/AV equipment; using system alert notifications to provide support and appropriate escalations.
• Create and update manuals, user guides and display information for IT/AV systems in Teaching spaces, Office spaces, Meeting rooms and Event spaces.
• Create, review and update support documentations for IT/AV systems. Undertake knowledge sharing including creation of knowledgebase libraries.
• Liaise with External contractors to ensure they adhere to QMUL Health & Safety policies and procedures and adhere to QMUL Security policies and procedures.
• Ensure compliance with relevant ITS and QMUL policies and procedures.

Degree and/or professional qualification in IT subject and in-depth experience in relevant technical area

ITIL foundation qualified or demonstrate management and operational experience using appropriate best practice framework

IT technical skills certifications. Microsoft MCP, MCSA, MCSE, CompTIA A, Network, Security, AV Associate

Project Management qualification e.g. Prince 2 , Agile, MSP, PMP qualified or demonstrable experience of project management

IT/AV Technician relevant experience in similar or related role. Substantial broad vocational experience demonstrating

development through involvement in a series of progressively more demanding relevant work roles

Demonstrates experience working with relevant specialised equipment, software or procedures.

Demonstrates experience of delivering a high quality, customer focused service.

Delivery of operational, technological and process improvement

Delivers solution focused, reliable and resilient IT customer support service to support current/ future customer and business requirements

Uses technical expertise and knowledge to:

• Keep up to date with developments in technology, IT and AVservices
• Inform, guide, challenge and support technology investments and decisions.
• Recommend, develop and implement solutions that address customer service challenges.

Provide authoritative suggest you use ? robust professional knowledge and advice.

Demonstrates knowledge and understanding of service management systems and processes for supporting research, teaching, learning and business activities.

Strong communication skills, both written and verbal.

The ability to work both independently and as part of a team collaboratively.

Demonstrable experience of delivering high levels of customer care

Demonstrable ability to deliver work using own initiative

Strong planning, negotiation, interpersonal and organisational skills.

Flexible and professional approach to work

Successful support of customer and quality focused IT services with expertise of industry best practice methodologies in specialist area

Willingness to undertaken continuous professional development

The ability to meet UK ?right to work? requirements.

Job Description

The Drug Control Centre is seeking an enthusiastic, committed individual to work within an accredited laboratory environment carrying out sports testing.  The role is dynamic and involves supporting the senior IT officer to ensure that the Laboratory Information Management System (LIMS) for the Drug Control Centre is fit-for-purpose and running smoothly in order to maintain accreditation to ISO 17025 and World Anti-Doping Agency (WADA) International Standard for Laboratories.  This will require the post holder to be knowledgeable and competent in the use of standard software packages such as Excel, Access and ideally Power-BI.  An understanding of data management and processing is needed since the postholder will be required to produce standard information about sample throughput and validate spreadsheets for laboratory analysts.. 

The Post holder will be a member of the DCCs IT team, providing high quality expertise in IT for sports testing purposes. This will include oversight of the laboratory PCs (hardware and software).  We are seeking an organised, efficient individual who can both work alone and within a team.  Some routine work within sample receipt will also be required under the direction of the Senior IT officer to support analysts with IT issues as well as administrative staff in registration and reporting of results onto LIMS.  This role is wholly campus-based because of the confidentiality and security requirements of the position and WADA requirements for data integrity.

The post holder will: 

• Contribute to the delivery of a bespoke IT service across the Drug Control Centre 
• Support the Senior IT Officer to ensure the efficient functioning of the test result and other analytical data created through the analysis of biological samples in accordance with the World Anti-Doping Agency (WADA) Code?s International Standard for Laboratories and World Anti-Doping Agency and ISO 17025 accreditations 
• Support the smooth running of the LIMS from booking in samples, communicating data to analytical instruments, analysing samples, processing and archiving analytical data, to reporting the samples to the correct authorities (such as UK Anti-Doping and professional sports bodies). 
• Under the direction of the Senior IT Officer develop knowledge and understanding of the use of Power-BI for the dissemination of management information and to provide Key Performance Indicator reports as required by the Laboratory Operations Manager or other members of the senior team
• Support the Senior IT Officer within the Drug Control Centre to ensure the maintenance and continuous improvement of the LIMS Systems. 
• Assist the Senior IT Officer with producing Invoices and management reports
• Assist the Senior Quality Manager to implement, review and validate DCC spreadsheets and maintain electronic records of all DCC spreadsheet (both controlled and non-controlled). 
• Take responsibility for the IT software and hardware Inventory and maintain up-to-date electronic records 

n/a

IT 

Main duties associated with this post are:   

• Software installation and configuration  

• Operating system image deployment  


• Troubleshooting software installations  


• IT record keeping and asset management.  


• Respond to user requests via the school helpdesk. 


• Support users both onsite and users working remotely. 

• Provide IT technical support for events. 


• PC hardware maintenance and upgrades.  


• Automation using SharePoint Online and MS Office 365 low-code approach 


• Lifting and moving of equipment e.g. system units, computer monitors and printers.  


• Carry out any other duties which are appropriate to the post as may be reasonably requested by the supervisor.  

At least 1 of the following :

CompTIA Security+ qualifications or Microsoft Fundamental qualifications (SC-900, AZ-900, etc)

Also..

• Currently registered students at Queen’s University, Belfast entering pre-final year of an Undergraduate course of study in MEng/BSc Computer Science, MEng/BEng Software Engineering/Software and Electronic Systems Engineering, MSc Applied Cyber Security with professional internship, BSc Computing and Information Technology/Business Information Technology.  


• 50% average to date in all modules taken to date. 


• All students for whom English is not their first language must have achieved a minimum pass mark of 7.0 in the writing and speaking band of IELTS (International English Language Test Score) or equivalent. Please note a copy of your IELTS results will be requested by email to your QUB email address following submission of your application). 


• Understand Windows Networked environment and know how to configure network settings on a windows machine. 


• Experience of upgrading or maintaining PC hardware.   


• Experience of installing software or operating systems. 

• Understand Windows Networked environment and know how to configure network settings on a windows machine, install and troubleshoot


• Understand Linux environment (Ubuntu etc)


• Experience of upgrading or maintaining PC hardware.   


• Experience of installing software or operating systems.