IT Support Specialist

3 weeks ago

Glasgow, Glasgow City, United Kingdom University of Glasgow Full time

Job Purpose

As a Reach Out IT Student Ambassador, you will provide exceptional customer service to all users of Reach Out IT. You will be responsible for delivering first-class technical support, undertaking routine IT maintenance tasks, and promoting the Reach Out service model.

Main Duties and Responsibilities

  1. Deliver friendly, customer-focused, proactive support to all users of Reach Out IT, maintaining a high profile with customers and staff, and personally taking action to resolve issues and deliver an excellent customer experience.
  2. Be an ambassador for the Reach Out service model, wearing Reach Out branded clothing as provided at all times while on duty.
  3. Assist users of computing facilities, including University PCs or own devices, for work, study, or other approved purposes.
  4. Provide first-level response to password change requests, within agreed operational procedures.
  5. Respond to enquiries from all service users, within the agreed parameters of the Reach Out support service, prioritizing and resolving enquiries, or redirecting to the relevant teams as appropriate.
  6. Assist with drop off and collection of IT hardware, following agreed procedures to verify users, record handover details, and transfer the equipment to/from the holding location.
  7. Monitor the IT facilities within the Library and cluster buildings, replacing consumables, correcting simple faults where possible, and otherwise reporting any issues using UofG Helpdesk.
  8. Communicate any urgent, widespread, or otherwise significant IT problem that becomes apparent, following standard operating procedures.
  9. Provide a brief end-of-shift activity report detailing any notable events that occur, including trends or difficulties of any kind.
  10. Assist IT Services colleagues, as time permits, with installation and maintenance of student computing equipment, including PCs, and multi-function printing devices.
  11. Share relevant new knowledge or information proactively with Reach Out IT colleagues, such as troubleshooting or issue fixes, contributing to the knowledgebase wherever appropriate.
  12. Embrace opportunities to develop knowledge and expertise in relation to this post.

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.
  • C5 Good time management skills.

Experience Essential:

  • E1 University of Glasgow student with demonstrable experience of using University IT Systems and Applications.
  • E2 Experience of troubleshooting 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, £21,900 - £22,681 per annum pro rata. This post is offered on a fractional basis and is fixed term. 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:

  • A warm, welcoming, and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
  • A flexible approach to working.

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