Job Purpose

To support the delivery of first-class customer service to all users of Reach Out IT services as part of the wider Reach Out team.

To deliver a range of administrative and customer services assistance to the Reach Out IT Front of House Team Leader in support of first level IT Helpdesk services.

Main Duties and Responsibilities

1.       Friendly, customer-focused, proactive support to all users of Reach Out IT Services in the library and other cluster buildings: be visible, maintaining a high profile with customers and staff and seeking to resolve issues, referring upwards when needed, assisting to deliver an excellent customer experience in person and digitally.

2.       Liaise with the Reach Out IT Front of House Team Leader to support the day-to-day running of the Reach Out IT service; produce rotas, allocate work as directed, ensuring an effective customer service to all users. Provide Reach Out IT front of house cover when required.

3.       Administration of the student laptop loan service. This includes coordination of circulation processes, stock handling, and ensuring protocol is followed and accurate records maintained. Report issues to the Reach Out IT Front of House Team Leader.

4.       Support the Reach Out IT team as directed by the Reach Out IT Front of House Team Leader & IT Helpdesk Manager and assist with department housekeeping and administration tasks.

5.       Assist with Reach Out team training and participate in the regular review of training and support materials, such as UofG Helpdesk Knowledge Base and the Reach Out baseline.

6.       Use judgement and knowledge of IT policy and procedure to resolve issues, largely without reference to others, to provide an effective customer service in a timely fashion.

7.       Provide first level IT support for students and staff, utilising the UofG Helpdesk (Enterprise Service Management system) to respond to user queries.  Undertake routine IT maintenance tasks as required.

8.       Use established processes to assist student use of computing facilities (University PCs or own devices) for study-related or other approved purposes. Ensure accurate record keeping, adherence to data protection and information security.

9.       Participate as needed with monitoring of IT facilities in the library and cluster buildings (including installation and maintenance of student computing equipment such as PCs, printers and scanners)

10.    Communicate any urgent, widespread or otherwise significant IT problem that arises with reference to the standard incident handling process as needed. Keep the Reach Out IT Front of House Team leader informed of any issues.

11.    Monitor communication channels, such as Microsoft Teams, UofG Helpdesk, instant chat and social media, answering queries and referring to relevant Reach Out colleagues in other cluster buildings to provide clear advice and support.

12.    Undertake any other routine duties as directed by the Reach Out IT Team Leader and IT Helpdesk Manager.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role Or: Scottish Credit and Qualification Framework level 7 (Higher / Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent, and experience of personal development in a similar role.

Desirable:

B1 Knowledge of University of Glasgow IT systems (e.g. Moodle, MyCampus).

Skills

Essential:

C1 Excellent communication and interpersonal skills (written and oral).

C2 Ability to work independently and as part of a team.

C3 Well developed skills to deal with challenging situations and achieve good outcomes.

C4 First line technical ability to trouble-shoot and assist users with a variety of IT-related queries.

C5 Attention to detail and the ability to work to a high level of accuracy in all work undertaken.

C6 Ability to plan, prioritise and assign straightforward and routine tasks, to ensure optimal customer service.

C7 Ability to react to changing issues/priorities as they arise.

C8 Willingness to develop and enhance own skills and knowledge by participating in training to acquire additional skills and broaden knowledge.

C9 A pro-active, flexible and enthusiastic approach to work.

Experience

Essential:

E1 Experience of working in a frontline team environment.

E2 Experience of working with a range of technology including devices (laptops, phones etc), Operating Systems (e.g. Windows / Apple), IT applications (e.g. Office).

E3 Experience of resolving customer issues independently where possible.

Desirable:

F1 Previous supervisory experience.

F2 Experience of working with records of personal data in compliance with General Data Protection Regulations (GDPR).

Terms and Conditions

Salary will be Grade 4, £23,881 - £26,338 per annum.

This post is full time (35 hours p/w) and open ended.

Closing date: 13 April 2025 @ 23.45