Louise Peterkin

• Co-ordinating staff rotas, organising cover for annual leave and sickness leave.
• Overseeing and delegating staff duties.
• Overseeing Library opening and closing procedures.
• Delivering the EdHelp service at the Helpdesk and over Call Management system UniDesk and EdChat service. Supporting staff with EdHelp training and enquiries.
• Dealing with and escalating user complaints.
• Contributing to the EdHelp knowledge base and training materials.
• Liaising with Law Estates teams to conduct regular fire and building safety checks.
• Reporting building faults for repair.
• Ensuring availability of library collections - transferring material for Course Reserve, organizing replacement copies for lost material, overseeing the receiving of journals and reference items, organizing the collection of stock from closed stacks and repositories.
• Ordering stationary and overseeing equipment supplies such as card production materials.
• Assisting in the recruitment process for hiring EdHelp Helpdesk staff, participating in interview panels and the deliberation process using the recruitment matrix.
• Conducting and recording staff Annual Development Reviews.
• Updating Library communications - web editing, adding to social media, producing signage.
• Participating in Website teams and overseeing website development projects.
• Assisting with the rotation of stock for space management- book recycling, consumable uplifts.
• Taking part in UX projects to promote and improve upon Library Services.
• Conducting Law Library tours for Advanced Higher Students.
• Organizing staff tours of other Libraries for Law Library staff.

Providing supervisory support for the EdHelp team at the Main Library

• Providing an excellent level of customer service, resolving enquiries and complaints in person and through Call Management System and EdChat.
• Using problem solving and decision making skills.
• Overseeing opening and closing procedures.
• Constructing and overseeing staff rotas.
• Assigning calls and overseeing and supporting working from home rotas, managing call management queues.
• Overseeing the transfer of Covid-19 related enquiries from the VCC to EdHelp, liaising with different University teams, ensuring the maintenance of a knowledge base, creating and updating content in accordance with University policy.
• Assisting in the supervisory role of Card Services, Social Media and Web Content Management.
• Providing training and general staff guidance.

Continuing to provide the service delivery outlined in the Information Services Assistant role but with the development of the role to include:

• Being a first point of contact for all student-facing services that fall under the scope of the EdHelp service, including IT, Library, Student Administration and Student Finance services.
• Practising excellent customer service in resolving face to face and online enquiries, by applying knowledge of a wide range of information sources, processes and business system
• Creating and resolving, or assigning, tracking and, if necessary, escalating EdHelp enquiries (calls) in the enquiry management system in order to ensure
• Issuing and facilitating student documents such as Bank letters and council tax forms.
• Creating and maintaining a Knowledge Base containing essential information to answer user enquiries, making sure information is correct and up-to-date for operators and for the student self service portal.

Providing first line support on the Information Services Helpdesk in the Main Library, delivering a consistently excellent level of customer service and support for the students, staff and external library users.

• Dealing with user enquiries in person, on the telephone, through email and Call Management System (UniDesk) and through a live chat service (EdChat).
• Providing user support with circulation enquiries and with the use of service technologies such as self issue machines and printing services.
• Providing guidance on research and discovery resources such as DiscoverEd, e-resources and databases. Supporting students with the use of learning technologies in MyEd such as Learn, Collaborate and Turnitin. Advising on educational software, digital skill applications and assistive learning technology.
• Maintaining and reporting faults with hardware such as printers. Troubleshooting IT and software errors and issues with library services such as databases. escalating faults to the appropriate teams.
• Assisting with WiFi and VPN connectivity enquires.
• Creating and updating Library web content.
• Working as part of the Card Services team, producing cards for staff, students and visitors and answering card related enquires
• Running administrative reports through the Library Management System (Alma) and also in Excel.
• Cash handling, dealing with student fines, deposits and charges. Issuing and processing bills.
• Ordering office supplies and stationary.
• Conducting Library tours for school students and potential applicants. Delivering information sessions and presentations for Open Learning students, Summer Schools and LEAPS students.
• Promoting our Library services through our Social Media.