Purpose of the post
•Ensure that the people of Gwynedd are at the heart of everything we do.
•Responsibility for overseeing the LMS Cymru Helpdesk acting as a key point of contact for reporting and resolving problems and liaising with consortium members and the supplier where required to ensure an efficient service. Overseeing the day to day administration of LMS Cymru and to work in close partnership with LMS Cymru members via the LMS Cymru sub-group to ensure a shared approach to developing the system for maximum mutual benefit.
Responsibility for functions
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Main duties
•Ensure that the people of Gwynedd are at the heart of everything we do.
•Maintain Helpdesk support for problems with the LMS software for LMS Cymru Consortium members, via a designated portal. Acts as the first point of referral for calls logged by the Helpdesk, providing immediate advice to library staff.
•Conducts initial investigation into more complex faults and provides detailed evidence to the suppliers. Keeps a log of all calls made and monitors status of calls for performance measurement targets/KPIs. Respond within agreed time limits to enquiries and prioritise and manage many open cases at one time
•Maintains an awareness of the requirements for running of the LMS and the Consortium’s web-based public catalogue, providing back-up support for these systems, including some setting of parameters and tables.
•Provides regular and ad-hoc Management Information reports from both systems, as may reasonably be required by the LMS Cymru Consortium management board. Also provide agreed regular and ad-hoc reports to Welsh Government for the purposes of any WPLS reports.
•Provides annual statistics and data from LMS Cymru for service audits and inspection.
•Communicates with ICT staff and system suppliers as directed by the Systems Manager, to minimise the risk of potential system ‘down time’ for service points, and to help maintain the efficient running of the systems. Undertake checks and systems maintenance in line with agreed practice, proactively investigating symptoms evident in runtime logs or unexpected configurations to ensure that systems remain operational, preventing down-time for users and groups of users.
•Performance of routine administrative tasks and other periodic system tasks for the good maintenance of LMS Cymru including trouble shooting of system-related problems.
•Investigate more complex faults and developments where this is necessary under the instruction of the Systems Manager and work with LMS Cymru Consortium members and the supplier to identify and find solutions to these.
•Working with the systems Manager to manage appropriate third parties for the delivery of any Managed Services
•Assist the systems Manager in planning, delivering and supporting any LMS Cymru related projects.
•Takes over Digital Services enquiry function over holiday leave absences and shares the provision of out-of-hours telephone-based support, in conjunction with the Systems Manager.
•Attends meetings as required.
•Deputize for the Systems Manager as required.
•To ensure compliance with Health and Safety rules in accordance with the responsibilities set out in the 'Health and Safety at Work Act 1974' and the Council's Health and Safety Policy stating that this is the responsibility of all staff in the performance of their duties to consumers and visitors.
•Responsibility for continued professional development.
•To act within the Council's policy and procedures in relation to equal opportunities and equality
•Comply with Gwynedd Council's Safeguarding Children and Vulnerable Adults policy and guidelines being the responsibility of all employees to be aware of their responsibilities relating to safeguarding children and vulnerable adults issues.
•Responsibility for safe handling of data in accordance with the Council's Data Management policy and guidelines. To ensure that personal information is treated in compliance with Data Protection legislation.
•Commitment to reducing the Council's carbon emissions in line with the Carbon Management Plan and to encourage others to take positive action towards reducing the Council's carbon footprint.
•Undertake any other equivalent and reasonable duties, commensurate with the salary and responsibility level of the post .
•Responsibility for self-development.
•Ensure compliance with Health and Safety rules in the workplace in accordance with the responsibilities noted in the Health and Safety at Work Act 1974 and the Council’s Health and Safety Policy.
•Operate within the Council’s policies in relation to equal opportunities and equality.
•Responsible for managing information in accordance with the Council’s information management guidelines. Ensure that personal information is treated in accordance with Data Protection legislation.
•Commitment to reducing the Council’s carbon emissions in accordance with the Carbon Management Plan, and to encourage others to act positively towards reducing the Council’s Carbon Footprint.
•Undertake any other reasonable duty which corresponds to the salary level and responsibility level of the job.
•Responsibility to report any concern or suspicion that a child or vulnerable adult is being abused.
Special circumstances
•Some of the working hours may fall on Saturdays or in the evening and in accordance with the requirements of the activities programme.
•Working Hours: 37 hours a basic week with the possibility of additional hours according to demand. The right is held to change the pattern of working hours according to the requirements of the Service. The post holder will be expected to qualify to the appropriate level in relation to the use of information technology. Training is provided as needed.
•The main work site will be xxxxx but if necessary, a temporary arrangement can be reached where the post holder will carry out similar duties in other libraries, and that within his contractual hours, without any additional time or payment for that work.