End User Services Analyst

Location: Holloway Learning Centre and Aldgate Library

Provide first-line IT and Media support and advice contributing to the provision of a comprehensive and efficient ICT and Media support service to University students and staff. This post involves shift work during term time at different University sites.

•            Day-to-day IT and Media support and advice

•            Provide appropriate technical support to Students and Staff

•            Issue and return loan equipment

•            Provide induction and training support

Experience of working in an IT or Media support environment for at least one year or a current student in an IT or Media related degree.

Having at least 2 A levels Grades A-C or an equivalent qualification and combination of education and experience, IELTS Level 7. 

•            A good understanding of customer service

•            An understanding of the role of IT and media in a teaching and learning context.

•            A good knowledge of IT and Media hardware capable of comparing functional differences between different equipment and performing initial hardware fault diagnosis

•            A competent user of IT and Media hardware and software able to explain basic usage to others

•            Knowledge of call management practices and effective record keeping

•            A basic knowledge of IT Service Management best practices i.e ITIL

•            Good interpersonal skills – ability to interact and work effectively with customers and colleagues

•            Good numeracy and literacy skills – a clear ability to understand written instructions and produce clear documentation

•            Ability to work under pressure during busy periods and with minimum supervision

•            Initiative and self-motivation in the approach to work and in dealing with problems.

•            Installation and configuration of IT and Media facilities

•            Diagnosis and solution of faults in IT and media related problems

For current students only.

Situated within IT Services, the Technology Enhanced Learning Team (TELT) provides strategic oversight of e-learning at QM and works to promote, support, and develop technology-enhanced learning across the institution. It is responsible for institution-wide learning applications such as:

1. QMplus, the online learning environment (based on Moodle and Mahara)
2. Q-Review lecture capture (based on Echo360)
3. Turnitin, to assist with similarity detection
4. Kaltura for media streaming

About the post

Main duties:

To deliver engaging and informative TELT inductions to new students during QM?s Welcome Week, 2024/25.

We are seeking an enthusiastic, confident, and tech-savvy student to join our team as a TEL (Technology Enhanced Learning) Student Ambassadors, to work with members of the TEL Team delivering TEL student inductions during Welcome Week, September 2024.

Last year we worked with 3 TEL Student Ambassadors to update and develop the TEL student induction programme, based on the feedback gathered from students. Our new improved inductions were well received, and we intend to deliver a similar programme in September 2024.

As a TEL Student Ambassador, you will play a vital role in promoting the effective use of learning technologies to enhance the educational experience of students.

Responsibilities include:

• Engage new students with our technologies by sharing individual experiences during face-to-face Welcome Week inductions.
• Deliver student inductions during the Welcome Week, alongside a member of the TEL Team. This includes a present of approximately 50 minute delivered to groups of up to 100 students, providing demonstrations, and addressing any queries or concerns raised by students.
• Actively promote the benefits and features of learning applications supported by the TELT during presentations, emphasising how these technologies can enhance the learning experience.

Benefits:

• Valuable experience in public speaking and presentation.
• Opportunity to represent the student voice in the development of digital learning initiatives.
• Training provided in the delivery of the TEL induction programme.
• Opportunity to enhance your CV and develop transferable skills.
• 13.99 per hour, paid on a weekly basis.

CURRENTLY ENROLLED AS A QMUL STUDENT AND WILL BE ENROLLED 24/25 ACADEMIC YEAR

Requirements:

• Studied at Queen Mary during the 2023/24 academic year.
• Enrolled to continue studying at Queen Mary for the 2024/25 academic year.
• Passionate about technology enhanced learning and its potential to improve student experience.
• Strong communication and interpersonal skills.
• Excellent public speaking and presentation skills, with the ability to engage and connect with diverse audiences.
• Strong interpersonal skills, with the ability to build rapport and effectively communicate with students and colleagues.
• Willingness to work collaboratively with other student ambassadors and the TEL Team.
• Ability to pick up new technologies in short order.
• Available to attend online training during week commencing 26th August 2024. (Exact date to be confirmed)
• Available to attend in-person training on campus during week commencing 2nd September 2024. (Exact dates and times to be confirmed)
• Available to work during Welcome Week (16th ? 20th Sep), Monday to Friday, between the hours of 9-5pm (exact hours to be confirmed)

If you are interested in this exciting opportunity, please submit your CV and a cover letter.

Applications without a cover letter will not be considered.

Job Description:
Supporting the Nightingale Student Hub in the Florence Nightingale Faculty of Nursing, Midwifery and Palliative Care's Programmes Team with welcoming students into the new academic year, You will work across the team to carry out a variety of tasks, as outlined below. This is a hybrid working role involving two days each week on our Waterloo Campus, and three days of remote working - please note, some weeks of this assignment may involve additional in-person activities which will require you to be on campus more than twice a week for those weeks. Please note this is a full-time post. 

Duties:
- Maintaining registers of attendance for student training and sending email chasers/rebooking students who missed sessions/have sessions outstanding. - Supporting in-person handouts of student equipment (such as uniforms and booklets). - Arranging uniform swaps and exchanges (receiving students' requests and assigning new uniform items to them as required). - Updating a catalogue of short courses with information as required and making this available to students. - Updating the Moodle site (KEATS) with information as required. - Collating information from forms completed by students and sending email chasers to those who have not completed by a set deadline. - Checking and cleaning data for input into a student records system (SITS). - Supporting the processes around student interviews (sending calendar invites, liaising with academic staff and the Admissions team). - Updating various Excel spreadsheet trackers with student information (related to areas as above, such as training, uniform collection, student interview information, and more). - Triaging shared mailboxes and responding to queries from students and academic staff (queries related to specific areas as above). 

Location:
3.15 JCMB, Waterloo

 

N/A

1. Excellent written and oral communication skills including the ability to draft documents and correspondence 2. Excellent organisation and time management skills 3. Strong numeracy skills and ability to analyse numerical data 4. Excellent working knowledge of Microsoft Office packages and the ability to work on new systems 5. Methodical, detail oriented and flexible approach to work, maintaining a high level of accuracy 6. Ability to work with a broad range of stakeholders in a professional and assured manner 7. Proactive with the ability to work independently as well as delivering within a team 8. Strong commitment to putting students first, with a customer-service focus, a commitment to personal accountability and continuous improvement 9. Comfortable with adapting to change, driving own professional development 10. Commitment to equality and diversity in the workplace