Information and Support Assistant

**UE04 £21,630 - £23,715 per annum, pro rata**

**Information Services Group, User Services Directorate, Help Services**

**Open-ended - Part time; 16 hours per week (Semester only)**

**Working pattern: Mon, Tue: 1630-2200; Sun: 1200-1700**

**Primary Location: New College Library**

**The Opportunity**:
This is an exciting opportunity to be a part of a flagship student support service known as EdHelp in a world leading University. Based within the University libraries, the Edhelp team provides front line support across a range of services including Library, IT, student finance and student administration. You will deliver excellent customer service, offering face-to-face and online help and information to users and resolving queries. You will contribute to the delivery of a welcoming, responsive and efficient customer focused service for students, staff and visitors of the University.

This post is based at the New College Library on Sundays and is peripatetic for the evening shifts, which means that work at other Edhelp service desks within other Edinburgh University libraries will be required to cover for staff absence.

**Your skills and attributes for success**:

- Customer focus and proven customer service skills.
- Proven communication and interpersonal skills
- Problem solving skills and being accurate and methodical
- Ability to manage a high volume of enquiries (face to face/online)
- Ability to work both in a team and independently, adapt to change, and to work flexibly in order to respond to shifting service needs

When applying, please include your CV along with a supporting statement explaining your suitability for the post.

Click here for a copy of the full job description.

**As a valued member of our team you can expect**:
An exciting, positive, creative, challenging and rewarding place to work. We give you support, nurture your talent and reward success. You will benefit from a competitive reward package and a wide range of staff benefits, which includes a generous holiday entitlement, a defined benefits **pension scheme **, **staff discounts, **family friendly initiatives **, and much more. Access our **staff benefits page **for further information and use our **reward calculator **to find out the total value of pay and benefits provided.

The University of Edinburgh holds a Silver Athena SWAN award in recognition of our commitment to advance gender equality in higher education. We are members of the Race Equality Charter and we are also Stonewall Scotland Diversity Champions, actively promoting LGBT equality.

We expect interviews will be held in early September.

If invited for interview you will be required to evidence your right to work in the UK. Further information is available on our **right to work **webpages.

As a world-leading research-intensive University, we are here to address tomorrow’s greatest challenges. Between now and 2030 we will do that with a values-led approach to teaching, research and innovation, and through the strength of our relationships, both locally and globally.

The User Services Division (USD) is the largest of the divisions in Information Services and comprises six service sections, namely:

- Help Services providing frontline help across all IS-managed services at the Main Library and Site libraries.
- Operational Services running the IS Helpline for all IS-managed services and providing expert IT support and service delivery on desktop and personal computing.
- Library Academic Support, responsible for advice and consultancy on all library services and providing regular liaison and review with each of the Schools.
- IT Consultancy, responsible for advice and consultancy on all IT services and providing regular liaison and review with each of the Schools.
- Relationship Management, responsible for maintaining an ongoing level of engagement between the University community and Information Services Group (ISG) on all IT services with regular liaison and review with each of the Schools/Units.

For further information about the User Services Division visit the User Services Division webpages (Opens new browser tab).