Reception services

Tender description

Out of hours library assistant/concierge services. Library and Digital Support (LDS) is responsible for library, information management, and IT open access services, and works closely with technology and information services to deliver information services. The Customer Experience Team (CET) are based in the Charles Seale-Hayne Library and are responsible for the delivery of a comprehensive 24/7/365 Library and IT enquiry service. Out of hours provision includes first line assistance and advice to customers, recording information using call management software (Sunrise ITSM). Phone calls to the University’s IT service desk are also redirected to the library for resolution or referral. The services currently being tendered are to cover the period 20:00 to 08:00 per day: bidders should note that during term time (x 37 weeks) library staff are on duty until 00:00, and from 06:00 – with the core outsourced provision “sole working” from 00:00 to 06:00. During vacations (15 weeks) the whole working period is “sole working”. Enquiries may cover but are not limited to: — building access, — directional enquiries, — library membership, — printing, — copying and resource access (primo resource discovery) troubleshooting, — media sales and equipment support, — assistive technology support, — access and use of University systems and services e.g. Digital Learning Environment and Eduroam, — user accounts management (library or IT) using the Alma Library Management System or IT account tools, — effective and efficient fault reporting using Sunrise ITSM Frontline staff are the “face of the service”, it is important to our customers that staff are knowledgeable, competent, and deliver excellent customer service. With that in mind excellent interpersonal, verbal and written communication and customer-care skills are essential. Good working knowledge of Microsoft Word/Excel/Outlook is also a requirement. CET are also responsible for learning spaces, ensuring a high quality customer experience accessible by all user groups as well as the health and safety of staff and users within these spaces, including the security of stock and equipment. They ensure library stock is made accessible to users by the timely shelving of items, by maintaining items in the correct sequence and by monitoring shelf occupancy to make best use of available space. The confidence to work unsupervised/use own initiative will be expected. For the sake of clarity, the University is not looking for security services per se, but for out of hours Library Assistant provision.