Student Welcome Team Assistant

Mediators are communicators, explainers, listeners and helpers. They must be prepared to develop an in-depth understanding of both the science and the art within our exhibitions and are keen to explore interesting and provoking ideas with our visitors. They are excellent communicators and understand the importance of listening to the views and opinions of others.

None

Essential
? An adaptable, flexible, and confident personality
? An enthusiasm for meeting/talking to and listening/learning from a wide range of people
? Self-starting, while being able to work effectively in a team setting
? A commitment to delivering a consistently excellent visitor experience
? Excellent general communication skills, as well as excellent spoken English
? Superb listening skills
? A proven curiosity and enthusiasm for the arts, design, science, technology and health

Desirable
? For students, interests in subject areas beyond their degree discipline is welcome. Varied and wonderful combinations of interests and subject specialities are particularly desirable
? Experience of working in a customer service environment
? Some knowledge and understanding of King?s College London, its teaching and research
? Science Gallery London is committed to local engagement and connecting directly with the communities of Southwark and Lambeth, so some knowledge of and connection to our local communities is desirable
? Ability to converse with visitors in other languages as well as English

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.

Objectives 

• To develop and enhance our CRM student recruitment email marketing journeys.
• To review existing email and related website content using the available analysis tools in Salesforce Marketing Cloud/GA4 combined with your own student?s point of view in order to make recommendations.
• To be a confident user of Salesforce and Salesforce Marketing Cloud.

Responsibilities 

• To carry out an independent project to review a set of existing email marketing journeys and make recommendations for improvement.
• To use CRM data (Salesforce Marketing Cloud) and GA4 (Google Analytics) tools in order to carry out accurate analysis of existing email marketing journeys.
• To build email marketing journeys for prospective students which may include enquirers, applicants, offer holders and accepts.
• To investigate, report and make recommendations on the potential use of new tools within Salesforce Marketing Cloud including Einstein AI features.
• To support the team as required with ad hoc email, web and social marketing activities.
• To act as an ambassador for the university, supporting other students working within the team with social media content creation as required.
• 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 reasonably requested by their line manager.

What is the commitment? 

• Part time (2-3 days per week, with flexibility around exams and study)
• Nine week appointment period

What you'll get from us 

• Experience working within a professional Marketing Team and alongside a CRM team.
• Training (in-house) on the use of Salesforce, Salesforce Marketing Cloud and GA4 (as required to complete the role). 
• Feedback and advice on creating excellent marketing content. 
• A role that looks great on your CV! 

Currently enrolled in a degree program at QMUL.

Skills & Knowledge:

• Strong understanding of the uses of CRM systems for email marketing, ideally Salesforce and Salesforce Marketing Cloud.
• Strong attention to detail, with the ability to handle data with accuracy and care.
• Ability to creatively solve problems and provide innovative solutions in marketing related challenges (particularly CRM, email and web related).
• Excellent written and verbal communication skills.

Experience:

• Experience in using CRM systems.
• Experience in carrying out independent projects and reporting findings.
• Experience in analysing data and drawing meaningful conclusions.

Personal Attributes:

• Enthusiastic about technology?s role in marketing and communications.
• A self-motivated individual who is proactive in finding solutions.
• Adaptable and willing to work flexibly around academic commitments.
• Ability to work effectively as part of a team while maintaining a high degree of personal responsibility.
• Committed to maintaining confidentiality and compliance with data protection regulations.

Desirable Experience:

• Ideally, 1-2 years of experience in roles and activities relevant to marketing and communications activity, either through internships, work placements, or academic projects.
• Working knowledge of CRM systems.
• Experience working with data and systems.