Information Assistant

Main purpose of the job

The post holder is part of a customer-facing team providing professional, high quality library services and support for the library's resources, learning spaces and facilities in Queen Square Library, including.

* staffing the Library service desk, including inducting new users;

* day to day access to Queen Square Archives, including Enquiry Services;

* assisting with Library administration and collection maintenance. You may have sole responsibility for the Library during lunchtime periods.

Duties and responsibilities

* Staff the library desk on a rota, opening or closing the Library when required following documented procedures.

* Respond to customer enquiries in person at the library desk, or online, through the live chat service (LibChat) and the enquiries management system (LibAnswers), and providing helpful and timely support and following documented procedures;

* Provide assistance to library customers including membership, borrowing and accessing online library resources (including NHS Open Athens accounts), referring more complex enquiries to senior site staff or other specialist colleagues as appropriate;

* Assist with processes to support borrowing from all library collections including the Click & Collect service and items requested Stores, or obtained through inter-library loan;

▪ Handle basic Archive enquiries, including processing access & image requests, following documented procedures, knowing when to refer to other Library team members or other sources of help & information;

* Assist with maintenance and troubleshooting support for technology in the library including self-service equipment, multi-functional devices for printing, scanning and copying, and laptop loans, escalating any issues that cannot be resolved;

* Assist with maintenance of the print collections, including shelving and shelf tidying and following documented processes for dealing with new, withdrawn, lost or overdue items;

* Assist with marketing and promotion of library resources and services including :provision of orientation tours to new library members and Library displays, sharing customer feedback and suggestions for improvement; compiling monthly statistics.

* Help to ensure that the library spaces are maintained to a high standard and that any issues are reported and acted on promptly;

* Provide library assistant cover at other library sites as and when required to support service resilience across the department;

* Cover during absences of colleagues, e.g. maintaining journals collection.

General

* Maintain an awareness and observation of Health and Safety Regulations, and undertake Fire Marshal duties after appropriate training.

* Follow and actively promote the UCL Ways of Working.

* Carry out any other duties within the scope, spirit and purpose of the job as requested by the line manager.