Job Purpose

To respond to technical IT queries as part of the Reach Out Team, resolving each issue or escalating it to the appropriate specialist group. To support high availability of IT services by ensuring prompt attention to any failures. To provide first-class customer service to all users of Reach Out IT and TechBar in the library and in other cluster buildings as part of the Reach Out team.

Main Duties and Responsibilities

1. Resolve or escalate a broad range of technical IT incidents and requests raised by staff, students and others, via self-service, email, telephone, chat or in person. Apply knowledge of a wide range of hardware, software, applications and services to effectively diagnose and resolve a significant proportion (typically 50%) of support requests, and to refer the remainder to the appropriate IT Services or College/School IT support team.

2. Utilise communication channels such as MS Teams, UofG Helpdesk and social media to ensure effective advice and support to Reach Out users and for internal communication with Reach Out colleagues.

3. Contribute to a strong, mutually supportive IT Helpdesk team by sharing tasks, knowledge and ideas in a flexible and creative manner.

4. Seek and promote positive relationships and effective 2-way communication with the other IT Services teams, College/School IT teams and Library staff, so that questions and problems are communicated promptly and effectively, and so that services provided by the department run as smoothly as possible.

5. Participate in development and management of the Knowledge Base to support Helpdesk and other Support activities and for direct use by IT users. Contribute content to the Knowledge Base and (via the Information office) to the IT web pages and other communications, so as to promote self-help and reduce the need for users to contact the Helpdesk.

6. On occasion as other duties permit, support the End User Computing teams in installation, checking, maintenance and upgrade of centrally supported student cluster PCs.

7. Assist as required in training and day-to-day supervision of Reach Out IT Student Ambassadors. Address queries and problems and ensure a two-way flow of information about any IT incidents, problems, outages etc. affecting services.

8. Contribute to a service improvement culture by providing feedback to management on pervasive issues affecting users or IT Helpdesk efficiency, such as recurring system failures, inadequate responsiveness by other support teams, or lack of full and proper use of the Enterprise Service Management system (Ivanti).

9. Contribute to sustained high user satisfaction levels, by providing all IT users who contact you with service that is friendly, effective and as complete as possible, and with consistently good communication.

10. Take every opportunity to expand your knowledge and skills to support the IT Helpdesk service to users.

11. Carry out other duties assigned by your line management such as analysis and reporting on pervasive issues and representation of the team at meetings.

12. Provide in-person support for TechBar initiatives, as directed by Reach Out team leaders.

13. Following training, assist with building evacuation procedures by providing fire warden support to the Facilities team.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

A1 HNC, VQ3, City & Guilds or equivalent qualification in computing or a closely related subject.

A2 Knowledge of PC hardware, Microsoft Windows, Office365 and other main applications used in the University, in a networked environment.

A3 Full knowledge of the activities, skills and specialisms of all other IT Services teams.

A4 Extensive knowledge of the University's IT environments.

A5 Acquired knowledge of how and where to find IT and related information required by users.

Desirable: 

B1 Knowledge and experience in supporting other IT user hardware and software such as Mobile devices, Linux, Unix or Apple operating systems and applications.

Skills 

Essential: 

C1 Ability to work logically through a wide variety of problems, from information-gathering, through analysis of the problem or requirement, to decision-making on a satisfactory resolution.

C2 Effective judgement of the point at which to escalate a problem to others.

C3 Ability to work alone and on own initiative.

C4 Strong interpersonal skills: excellent telephone manner and general communication; ability to deal courteously, clearly and concisely with a wide variety of users who have greater or lesser technical ability.

C5 Ability to understand, interpret and classify the user's technical requirement or problem, regardless of the user's level of IT understanding.

C6 Full awareness of the University's Equal Opportunities and Diversity policies, and ability to observe these policies confidently and consistently in all aspects of the work. Adequate awareness of Health & Safety policy, especially in regard to working on IT equipment.

Desirable: 

D1 Prior use of an IT Service Management System.

Experience 

Essential: 

E1 Proven experience of a wide range of PC environments (operating systems and Microsoft and other common applications including varieties of Windows, office, email, browsers and printing), with qualifications above OR significant experience working in a relevant technical role.

E2 Experience of providing technical support in a customer-facing role.

Desirable: 

F1 IT Helpdesk experience, ideally in a Higher Education environment.

Terms and Conditions

Salary will be Grade 5, £27,319 - £31,236 per annum.

This post is full time and open ended.

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, 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.

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 here.

We endorse the principles of Athena Swan 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.

For any infiormal enquiries, please contact: Miss Jenny Booth, Jennifer.Booth@glasgow.ac.uk

Closing Date: 13 November 2025 at 23:45.