IT Support Ambassador

4 days 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, ensuring a seamless and efficient experience. You will be responsible for delivering first-class support, troubleshooting technical issues, and maintaining a high level of customer satisfaction.

Main Duties and Responsibilities

  1. Deliver proactive and friendly support to all users of Reach Out IT, utilizing your technical expertise to resolve issues and provide an excellent customer experience.

  2. Assist users with computing facilities, including University PCs and personal devices, for work, study, or other approved purposes.

  3. Provide first-level response to password change requests, adhering to operational procedures.

  4. Respond to enquiries from all service users, prioritizing and resolving issues or redirecting to relevant teams as necessary.

  5. Assist with drop-off and collection of IT hardware, following agreed procedures to verify users, record handover details, and transfer equipment to/from the holding location.

  6. Monitor IT facilities, replacing consumables, correcting simple faults, and reporting issues using UofG Helpdesk.

  7. Communicate urgent, widespread, or significant IT problems, following standard operating procedures.

  8. Provide a brief end-of-shift activity report, detailing notable events, trends, or difficulties.

  9. Assist IT Services colleagues with installation and maintenance of student computing equipment, including PCs and multi-function printing devices.

  10. Share knowledge and information with Reach Out IT colleagues, contributing to the knowledgebase and developing expertise in relation to this post.

  11. Assist with building evacuation procedures, providing fire warden support to the Facilities Support team, following training.

Knowledge, Qualifications, Skills, and Experience

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:

  • C1 Technical: First-line technical ability to troubleshoot 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:

  • 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 Linux, Mac, or various mobile devices.
  • F2 Experience in a customer-facing role.
Terms and Conditions

Salary: Grade 3, £21,900 - £22,681 per annum pro rata. This post is offered on a fractional basis and is fixed term.

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.

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