JOB DESCRIPTION
Job Title: Multimedia Officer
Department /Division/Unit: AAS
Faculty/Professional Service: IT Services
Location: London based
Reports to: Digital Services Manager
Responsible for: n/a
Full Time/Part Time/Casual: Full time
Hours (if less than full time):
Grade: 6
Overall Purpose of the job
The post holder has overall responsibility for the installation, running, maintenance and
upgrade of audio-visual and multimedia presentation facilities in venues across the
School (including lecture theatres, classrooms and teaching laboratories). They also
work with the other Multimedia Officers (x2) and the Multimedia Assistant (x 0.5) to
provide other multimedia services such as livestream, event support, lecture capture
and studio and editing production work.
The role involves:
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Acting as technical lead on audio-visual and multimedia presentation facilities.
Ensuring the audio-visual and multimedia equipment is in full working order and
arranging periodic maintenance.
Conducting regular maintenance checks.
Troubleshooting and resolving technical issues with multimedia equipment
Liaising with external multimedia installation engineers and maintenance
contractors to ensure preventative and remedial maintenance of all multimedia
presentation and production systems.
Ensuring comprehensive maintenance agreements are in place and arranging
tenders and renewals
Developing detailed, costed proposals for delivering new multimedia
presentation and production services, facilities and products either directly
within the School or with third parties (studio sharing/development etc.).
Developing detailed costed plans for the implementation of upgrades and
system renewals in partnership with stakeholders, suppliers and integrators.
Overseeing the implementation of the above.
Providing multimedia support for events.
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Integrating the lecture capture system hardware with the relevant multimedia
presentation systems and ensuring the lecture capture system is fully functional
and meets the changing needs of the School.
Maintaining detailed documentation and inventory lists on all relevant systems,
and back-up provision (incl. regular back-up of programming) to ensure rapid
restoration of service in the event of a failure.
Costing for and arranging rolling replacement of multimedia equipment.
Arranging backups and storage of multimedia content.
Costing for equipment replacement and monitoring the multimedia budget.
Providing advice and training to first-line support staff on the ITS helpdesk in
order to assist with multimedia call-outs.
Produce user documentation for multimedia presentation and production
systems as appropriate.
Dealing with multimedia tickets via the Footprints helpdesk software.
Liaising with other ITS staff on all relevant multimedia related matters.
Providing second-line support to the ITS Helpdesk and customers as required.
Providing assistance with multimedia video and audio recording operations,
namely video recording, sound recording, fixed system lecture capture
operation, and assistance to the photographic unit.
Providing backup for other teams within the Digital Services team.
Monitoring service against targets and SLA’s assuring high quality.
Attending relevant professional conferences, seminars and events, networking
with multimedia specialists at other HE institutions.
Undertaking regular relevant training in new and existing multimedia
presentation and production technologies.
Principal Duties and Responsibilities (Examples)
Communications
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Explain complex information to non-specialists.
Be able to convey clear instructions over the telephone in order to troubleshoot
and resolve multimedia problems remotely
Maintain detailed documentation on all relevant multimedia systems and back-up
to ensure rapid restoration of service in the event of a failure
Convey information in the most appropriate format.
Provide training on multimedia equipment to helpdesk staff
Obtain information quickly and clearly in order to resolve problems in time-critical
situations e.g. equipment failure during an event/lecture
Deal sensitively and politely with customers who are experiencing stress
Liaise with contractors and suppliers on a regular basis
Write technical reports and specifications
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Provide comprehensive user and system documentation to a variety of audiences
in a variety of formats e.g. web-based, paper-based, verbal.
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Email communications and documentation to the multimedia user-base and the
School in general
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Write technical specification documents, system documentation, change logs, etc.;
recorded either in standard document format or through web-based collaboration
systems
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Deliver technical briefings to IT and functional area staff on the use and
development of the supported systems. Deliver formal and informal training to
stakeholders of the systems, either on a one-to-one basis or to small groups
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Explain systems and procedures to members of functional areas (IT Services,
Division of Education, TSO, Faculties), and other School staff in general through
formal presentations and meetings
Act as a point of contact when seeking support from external product suppliers
(e.g. maintenance companies) and liaise with external suppliers and organisations
as appropriate to maintain and develop existing services and to support the
introduction of relevant new services.
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Teamwork and Motivation
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Contribute actively to the Multimedia team and wider Digital Services team
Work collaboratively and flexibly with other Multimedia Officers and the
Multimedia Assistant to ensure all work is completed to deadlines.
Share tasks with others, including agreeing individual responsibilities and ensuring
tasks are completed to a high standard.
Work with limited supervision.
Work alone to a received brief
Direct other members of the team and assist others in carrying out their duties
Provide training and mentoring on multimedia presentation facilities to helpdesk
staff and non-specialists
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Develop close working relationship with the stakeholders of the School’s digital
platforms within the department and across the wider School
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Build strong relationships with all members of the Digital Services Team, the
Application Management and Support (AMS) Team, the Helpdesk and the wider IT
Services team
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Liaise with the Digital Services Manager and other key team members to plan work
on day-to-day and project-based initiatives, contributing flexibly to the
requirements of the role and the goals of the team
Liaison and Networking
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Liaise with key business partners across the School in relation to the development
of multimedia solutions, playing a key technical role in taking these systems
forward, in conjunction with appropriate support & resources from the PMO
(Project Management Office).
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Liaise with key staff and business partners of the supported functional areas in
order to act as a point of contact on all technical and system matters relating to
multimedia platforms. This also involves providing advice, direction and training
support.
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Liaise with external suppliers and maintenance contractors ensuring high levels of
service are provided.
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Liaise with members of IT Services as required to contribute to strategic and
operational planning and to facilitate information-sharing and exchange and to
expedite problem-solving
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Liaise with external suppliers on matters of development, planning and support,
act as a primary point of contact for matters relating to multimedia.
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Liaise with and contribution to internal and external user groups supporting these
systems. This requires collaboration with external colleagues in order to contribute
and influence the direction and the development of the supported systems, both
business and integration e.g. Bloomsbury Colleges.
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Liaise with members of IT Services as required to facilitate information-sharing and
exchange and to expedite problem-solving – frequency; day-to-day or as required.
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Build and maintain a network of multimedia professionals/specialists and
contribute to fora/user groups in areas of specialism.
Service Delivery
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Manage multimedia systems administration.
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Manage the technical infrastructure of multimedia systems.
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Ensure the multimedia equipment is in full working order.
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Conduct regular maintenance checks.
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Troubleshoot and resolve technical issues with multimedia equipment.
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Provide multimedia support for events.
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Integrate the lecture capture system hardware with the relevant multimedia
presentation systems and ensure the lecture capture system is fully functional and
meets the changing needs of the School.
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Advise users on the use of the above and provide technical training as required.
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Act as first point of contact for multimedia enquiries escalated by the Helpdesk
and elsewhere and ensure queries are dealt with in an appropriate and timely
manner. Monitor support provision against set service standards.
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Ensure the effective maintenance of multimedia systems, installing patches,
updates and configurations as needed using agreed or established change control
procedures. Be responsible for back-up procedures and their testing and ensure
robust disaster recovery systems are in place.
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Implement, support and maintain multimedia platforms and solutions to integrate
the current and any future School systems.
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Ensure timely problem resolution which meets agreed service standards. Monitor
service against targets and collate statistics and feedback to inform improved
service delivery.
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Develop multimedia systems and their integration potentialities; in the context of
wider IT and School strategy.
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Act as a primary point of contact both inside and outside the IT Services team for
all matters relating to multimedia systems, School-wide.
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Take responsibility for the ongoing development and promotion of multimedia
systems to stakeholders within the School.
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Capture stakeholder requirements for changes and enhancements to the above
systems. Understanding the users’ needs is key to delivering a tailored and
efficient solution.
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Assess future directions and developments required in multimedia systems. Plan
for and advertise changes and enhancements to these systems.
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Be responsible for system monitoring, diagnosis and problem resolution.
Decision Making
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Work with stakeholders of all multimedia systems in order to form impactful
decisions about their future development and direction. Initiate and formulate
development and planning that will provide for ongoing system enhancement and
development.
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Write reports and/or participate in meeting schedules to provide input to the
decision-making process that will affect future developments to supported
systems and their interconnected interfaces.
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Decide upon regular maintenance of the supported systems.
Evaluate and advise the wider team and department on alternative products and
systems which contribute to the development and enhancement multimedia,
according to departmental operating plans and wider School objectives.
Evaluate and advise on multimedia solutions within specified remits and
contribute to departmental budget planning accordingly.
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Planning and Organising
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Contribute to forward planning and the introduction of new multimedia initiatives
and systems and oversee the continuous improvement of the infrastructure.
Advise and assist in the development of new policies and procedures relating to
technical management, administration and support of the multimedia platforms
Plan and organise system upgrades and equipment renewals. Liaise with
contractors to oversee installation work.
In conjunction and with the Digital Services Manager, the Project Management
Office (PMO), initiate, plan, manage and drive through projects relating to the
development of multimedia, ensuring that systems are continually assessed and
developed.
Provide input to longer term planning frameworks, such as the IT Services strategic
plan, in order to ensure that all multimedia systems are effectively represented
and catered-for within the medium to longer term time frame.
Ensure the maintenance of records and detailed documentation of multimedia
systems to facilitate the testing, management, installation and configuration of
these services.
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Work on assigned tasks that are delegated to the role from Digital Services
Manager, and/or senior members of the IT Services team.
On a day-to-day basis organise one’s own work regime, planning time to achieve
objectives in a timely and agreed manner.
Initiative and Problem Solving
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A key area of the role is to capture stakeholder requirements and analyse these in
order to formulate and devise future developments and strategy relating to
multimedia systems. This involves information gathering (directly or from other
members of the team), and analysis of business processes. This will require the use
of data modelling techniques and workflow analysis, to devise and provide
pertinent and innovative solutions that support and develop the system.
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The role requires that problem-solving & fault-finding, as well as general support,
are core components of the support of the multimedia systems. This would
manifest itself on a day-to-day basis as general and technical administrative tasks
and the decisions to be made as and when to apply solutions. In-depth technical
expertise is required, covering all multimedia platforms, both from an application
and operating system point of view, utilising proactive reporting and alerting tools
and the analysis of system logs and monitoring facilities. This applies individually
and through the approach of the TDM team as a whole.
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The role would also be expected to contribute to suggesting innovations that could
be applied to multimedia systems, either from a technical or business process
point of view. These would need to be perceived, considered and developed
within the wider strategic framework, both at a team and School level.
Maintenance and testing of a comprehensive DR (disaster recovery) solution, to
provide for a rapid restoration of services in the event of a major failure.
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Analysis and Research
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Monitor usage of multimedia platforms and provide statistics, analysis and
strategic direction according to their results.
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Responsible for the implementation of policies, standard procedures and bestpractise in relation to the use of multimedia systems.
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Capture stakeholder requirements and analyse these in order to formulate,
influence and contribute to future developments and strategy relating to
multimedia systems; this is an important focus of the role.
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Analysis of business processes, in order to assess problems and provide
efficiencies.
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Use of data modelling techniques and workflow analysis in order to work out the
best way to apply potential solutions and/or developments.
Maintain up-to-date knowledge of multimedia technologies and advise on their
implementation according to departmental operational plans and wider School
objective and strategy.
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Additional Information
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Generic duties and responsibilities of all LSHTM employees
This job description reflects the present requirements of the post but may be altered at any
time in the future as duties and responsibilities change and/or develop providing there is full
consultation with the post-holder.
The post-holder will carry out any other duties, tasks or responsibilities as reasonably
requested by the line manager, Dean of Faculty, Head of Department or Director of
Professional Service.
The post holder will be responsible and accountable for ensuring all School policies,
procedures, Regulations and employment legislative requirements are adhered to including
equality and diversity and health and safety.
This job description is not a definitive or exhaustive list of
responsibilities but identifies the key responsibilities and tasks of the
post holder. The specific objectives of the post holder will be subject
to review as part of the individual performance review (appraisal)
process.
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PERSON SPECIFICATION
This form lists the essential and desirable requirements needed by the post holder to be
able to perform the job effectively.
Applicants will be shortlisted solely on the extent to which they meet these requirements.
Job Title: Multimedia Officer
Department/Division: IT Services
Competency
Education, Qualifications
and Training
Experience
Evidence
E/D
 Higher education to degree level or equivalent or
substantial experience relevant to the post
 Degree, NVQ , HND, or City and Guilds qualification
in an audio-visual or related multimedia technology
 Evidence of continuing professional development
E
 Providing Front Line Multimedia service support in a
complex environment
 Supporting a broad range of applications, devices
and associated software
 Providing hardware and software support for
deployed applications and solutions
 Implementing upgrades and equipment renewals
 Operating and supporting multiple Multimedia
production applications across different platforms
E
 Multimedia applications and operating systems and
their management
 Audio-visual systems knowledge, experience with
projectors, knowledge of HD playback systems,
 General IT skills, including Microsoft office or Mac
equivalents
 knowledge of sound reproduction systems.
 Knowledge of radio microphone systems.
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Knowledge
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Personal Qualities
 Knowledge of current audio-visual control systems
 Proficient in the use of a range of multimedia
software including: Final Cut Pro, Adobe Premiere
or Avid, DVD Studio Pro, Adobe After Effects,
Compressor, Adobe Illustrator, Adobe Photoshop
E
D
 Excellent verbal and written communication skills
 Ability to work under pressure
 Collaborative and flexible approach and ability to
work well and effectively with all colleagues and
students
 A strong customer focus – demonstrating a
thorough understanding of customer needs
 The ability to think conceptually, demonstrating
creativity and innovation
 The ability to think logically and to track faults
methodically and resolve them
 Ability to work on own initiative but able to work
within a small team.
 Ability to work under pressure while remaining calm
and polite.
 Commitment to School’s policy of equal
opportunities and the ability to work harmoniously
with colleagues and students of all cultures and
background
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E-Essential: Requirement without which the job could not be done
D-Desirable: Requirements that would enable the candidate to perform the job well
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