The helpdesk is the first port of call for patrons using the Library Service. It is essential that you provide friendly and helpful customer service from this desk.
The helpdesk should be staffed between the hours of 5pm and 9pm weekdays, and 9am and 5pm weekends.
You are likely to receive a range of enquiries, including but not limited to:
You are permitted to move away from the desk for short periods granted you:
You will be expected to complete all essential tasks before moving onto additional tasks
The below table indicates how you should prioritise your tasks.
|
High |
|
|
Medium |
|
|
Low |
|
|
Task |
Priority |
|
Respond to helpdesk enquiries |
|
| Provide LibAnswers/LibChat back-up | |
|
Telephone (Calls, texts, voicemails) |
|
|
Reading lists |
|
| Clear hold shelf report | |
|
Stock management
Journal processing |
|
| Supporting Back up / admin where possible / whilst on the desk |
We need to manually note the number of students in the library throughout the day in order to provide a stats overview. The headcount will be collected by the helpdesk person.
Please can note the numbers using this spreadsheet HERE.
We need to collect these stats seven days per week.
Collect the headcount at the nearest possible time, but please do not edit the days, dates or times in the spreadsheet.
Mon-Fri
|
08:45 |
|
11:00 |
|
13:00 |
|
15:00 |
|
18:00 |
|
20:45 |
|
|
Sat & Sun
|
09:00 |
|
11:00 |
|
13:00 |
|
15:00 |
|
17:00 |