Job Purpose
Responsible for carrying out specialised configuration and testing, providing user support and training, and contributing to the provision and continuous improvement of the University’s Helpdesk system and its related components.
Main Duties and Responsibilities
1. To analyse system change requests and assess the impact of new system releases prior to implementation, taking into consideration other corporate systems, ensuring any impact on other systems is considered and communicated to the appropriate staff/Schools/Colleges.
2. To liaise with stakeholders to understand their requirements and subsequently provide the most appropriate solution to meet these requirements in an efficient and effective way.
3. To contribute to user experience activities including capturing, managing, and reporting on user feedback and data.
4. To provide specialist operational knowledge to users to mentor them in how to get the best from the UofG Helpdesk system.
5. To resolve operational issues and queries independently through troubleshooting and advising on courses of action as appropriate.
6. To carry out system testing, identifying and capturing issues to support continuous improvement and efficiency.
7. To support the development and delivery of training including user guides, knowledge base articles, FAQs and trouble-shooting guides.
8. To deliver system demonstrations and presentations to support and promote new and current system changes, including user communications.
9. To liaise with the Assistant Director and IT Specialists to create and add tasks to system backlogs as a result of issues raised via the IT Helpdesk, testing, user research or change & enhancement requests.
10. To organise own workload within multiple projects by planning and prioritising own schedule and coordinating with other project team members in order to ensure that timescales and targets are met.
11. To deal with sensitive information and data held for all University staff with a very high degree of confidentiality and discretion adhering to data protection legislation and University policy.
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential:
1. A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills through personal development and progression in a similar related role(s).
2. Or: Scottish Credit and Qualification Framework level 8 (Scottish Vocational Qualification level 4, Higher National Diploma) or equivalent, and experience of personal development in a similar role.
3. A2 Experience of helpdesk systems and managing support tickets.
4. A3 Experience of using and configuring live chat for customer support.
5. A4 An understanding of best practice in user support techniques, processes and principles.
6. A5 An understanding of system testing and the logging of technology issues.
Desirable:
1. B1 An understanding of the student journey through the University from registration to graduation.
2. B2 A good understanding of FOI and DPA legislation.
3. B3 Knowledge of project management and change management techniques and frameworks (e.g. Prince2 or Agile).
Skills
Essential:
1. C1 Ability to devise, develop and implement new procedures.
2. C2 Ability to manage and prioritise workload amongst many projects, meet tight deadlines and work under pressure.
3. C3 A careful approach to work with particular attention to detail and high standards of accuracy.
4. C4 Ability to analyse and solve problems independently in a time-pressured environment.
5. C5 Ability to use initiative, work with minimal supervision and work as part of a team.
6. C6 Ability to deal with difficult situations diplomatically.
7. C7 Ability to understand and interpret service requirements and provide potential solutions.
8. C8 Excellent communication and interpersonal skills at all levels of the organisation.
Experience
Essential:
1. E1. Experience of working in a role supporting the use of corporate systems.
2. E2 Experience of handling and managing user expectations, particularly where new technologies are being introduced.
3. E3 Experience of troubleshooting system user issues.
4. E4 Experience in managing competing priorities in a time-pressured environment.
5. E5 Experience of analysing data in order to inform decision making.
6. E6 Experience of providing specialist advice and information to a wide range of audiences with differing levels of knowledge.
Desirable:
1. F1 Experience of working in the HE Sector.
2. F2 Experience of working with IT teams.
Terms and Conditions
Salary will be Grade 6, £33,232 - £36,924 per annum.
This post is full time and open ended.
Closing Date: 23:45 11th March 2025.
The University of Glasgow has a responsibility to ensure that all employees are eligible to live and work in the UK. If you require a Skilled Worker visa to work in the UK, you will be required to meet the eligibility requirements of the visa route to be assigned a Certificate of Sponsorship.
Please note that this post may be eligible to be sponsored under the Skilled Worker visa route if tradeable points can be used under the Skilled Worker visa rules. For more information please visit: https://www.gov.uk/skilled-worker-visa.
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