Student IT Helpdesk Assistant

☞ University of Glasgow

View: 101

Update day: 16-05-2024

Location: Glasgow Scotland

Category: Information Technology Part-time

Industry:

Job type: Part-time, Fixed term contract

Salary: £21,400 - £22,197 a year

Loading ...

Job content

Job Purpose
As a Student IT Helpdesk Assistant you will provide first level IT Helpdesk service for students and staff as part of the Information Services Reach Out support service, utilising the Enterprise Service Management system to respond to user queries. Undertake routine IT maintenance tasks as required.
Main Duties and Responsibilities
1. To provide an IT Helpdesk service, working independently or as part of a small team supporting student and staff enquiries. To assist students in using computing facilities (University PCs or student-owned devices) for course-related or other approved purposes.
2. Respond to password change requests within agreed operational procedures.
3. Respond within agreed parameters of the Reach Out support service to queries from all service users, prioritising and directing requests as required while ensuring a high standard of customer service at all times. Many user issues will be resolved by Helpdesk Assistants while others will require escalation.
4. To monitor the IT facilities within the Library, Reading Room and Fraser Building, replacing consumables, where possible correcting simple faults, and otherwise reporting any issues in the Enterprise Service Management system.
5. To communicate any urgent, widespread or otherwise significant IT problem that becomes apparent. If appropriate to log the incident in the Enterprise Service Management system and/or, if after normal hours, to alert colleagues using the standard incident handling process.
6. To provide a brief report on any notable events that occur during each shift, including difficulties of any kind.
7. To assist IT Services colleagues, as time permits, with installation and maintenance of student computing equipment including PCs, printers and scanners.
8. To attend meetings as required, and/or at any other time, to suggest improvements to the service and raise any general concerns or pervasive issues.
9. To take opportunities to develop knowledge and expertise in any of the areas supported; to share relevant new knowledge or information proactively with all members of both staff and student Helpdesks, and to contribute to the knowledgebase wherever appropriate.
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential:
A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post.
A2 Working knowledge of Campus IT infrastructure, PC hardware and commonly-used software.
A3 Working knowledge of University applications used by students including MyCampus, Moodle, Office365 and library journal access.
Skills
Essential:
C1 Technical: First line technical ability to trouble-shoot and assist users across the scope of services available.
C2 Interpersonal skills: friendly, professional, open, calm and confident manner when dealing with persons who may be stressed by IT problems.
C3 Ability to work alone as necessary within well-established procedures and guidance.
C4 Communication skills: able to communicate clearly and effectively, and to tailor the response to the needs of the customer.
Experience
Essential:
E1 University of Glasgow student with demonstrable experience of using University IT Systems and Applications.
E2 Experience of troubleshooting of general PC problems for a variety of other people.
Desirable:
F1 Experience and ability to assist users with any of: Linux, Mac or various mobile devices.
F2 Experience in a customer-facing role.
Terms and Conditions
Salary will be Grade 3, £21,400 - £22,197 per annum, pro-rated to the number of hours assigned to, and worked by, you.
This post is offered on a part-time basis (no fixed working pattern) with a maximum of 120 hours per year, your hours will vary and the post is fixed term for the duration of two years after your start date.
Please note that you must be a current University of Glasgow student to be considered for this post. There are 10 posts available.
As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
As a valued member of our team, you can expect:
1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.
We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.
We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.
We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.
Loading ...
Loading ...

Deadline: 30-06-2024

Click to apply for free candidate

Apply

Report job
Loading ...
Loading ...

SIMILAR JOBS

Loading ...
Loading ...