The University of the Highlands and Islands is the United Kingdom’s leading integrated university encompassing both further and higher education. Based in the Highlands and Islands of Scotland, our distinctive partnership of 13 independent colleges and research institutions is locally based and rooted in communities, but with national and international reach, as part of a regional university structure.
To support our work we are recruiting to the following role:
Servicedesk Out of Hours Assistant (X2)
|Salary range||£9.20 per hour|
|Duration||Fixed term until July 2020|
|Working hours||12 hours per week|
|Location||Centre for Health Science, Inverness|
|Closing Date||Sunday 29 September 2019|
The successful candidates will already be familiar with university systems and feel confident to provide 1st line support in person, over the phone, by email and through live chat support to help support users outwith the operating times of the daytime university servicedesk team. They will be able to deliver basic advice and information to users on a range of technology and solutions used across the university.
The post holder will display excellent customer service skills, a high level of communication and accurate ticket logging to ensure customer contacts are effective to allowing the department to meet service level commitments. The post holder will develop a working relationship with core ICT and Library teams of the University to deliver 1st line support and self-motivation is essential.
The role will require a user level of understanding of UHI learning and teaching systems such as Brightspace, Video Conferencing, EDUroam, printing and Email. The successful candidate should already be confident in the use of these systems to help provide support to users who may make contact. The role will also require accurate tickets to be logged in the University Servicedesk software – UniDesk - for escalation to core teams the following day. A number of defined tasks will be set for each shift to ensure both the Servicedesk and HHSL Library are prepared for the next day’s business.
The role is front facing and as such there will be a lot of direct contact with customers to support ICT and library requirements. The post is based within the Customer Services team of Learning and Information Services but is jointly accountable to both Customer Services and Libraries, which covers the Servicedesk, Desktop and Library support teams. You will act as a representative of the University to both an internal and external customer base, so will be a point of information and guidance to users.
Interviews will be held on a date yet to be confirmed, in Inverness.
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