Job details
* Posted 30 October 2025 • Salary Grade 5: £27,319 - £31,236 per annum • Location: Glasgow • Job Type: Management, Professional & Administrative
Job Title: Information Technology Help Desk Support (Reach Out Team)
Purpose
To respond to technical IT queries as part of the Reach Out Team, resolving each issue or escalating 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 other cluster buildings as part of the Reach Out team.
Main Duties and Responsibilities
* 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 hardware, software, applications and services to diagnose and resolve a significant proportion (typically 50%) of support requests, and refer the remainder to the appropriate IT Services or College/School IT support team.
* Utilise communication channels such as MS Teams, UofG Helpdesk and social media to provide effective advice and support to Reach Out users and for internal communication with Reach Out colleagues.
* Contribute to a strong, mutually supportive IT Helpdesk team by sharing tasks, knowledge and ideas in a flexible and creative manner.
* Promote positive relationships and effective two-way communication with other IT Services teams, College/School IT teams and Library staff to ensure queries and problems are handled promptly and services run smoothly.
* Participate in development and management of the Knowledge Base to support Helpdesk and other support activities; contribute content to IT web pages and communications to promote self-help and reduce contact volume.
* Support End User Computing teams in installation, checking, maintenance and upgrade of centrally supported student cluster PCs when required.
* Assist in training and day-to-day supervision of Reach Out IT Student Ambassadors; address queries and ensure two-way information flow about IT incidents, problems and outages affecting services.
* Contribute to service improvement by feeding back on pervasive issues (e.g., recurring system failures, response times) and promote effective use of the Enterprise Service Management system (Ivanti).
* Aim to sustain high user satisfaction by providing friendly, effective service and clear communication to all IT users.
* Continuously expand knowledge and skills to support the IT Helpdesk service.
* Carry out other duties as assigned by line management, including analysis and reporting on issues and representing the team in meetings.
* Provide in-person support for TechBar initiatives as directed by Reach Out team leaders.
* Following training, assist with building evacuation procedures by providing fire warden support to the Facilities team.
Knowledge, Qualifications, Skills and Experience
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 – Ability to locate IT 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.
* D1 – Prior use of an IT Service Management System.
Skills
* C1 – Logical problem solving from information gathering to resolution.
* C2 – Effective judgement on when to escalate a problem.
* C3 – Ability to work independently and on own initiative.
* C4 – Strong interpersonal and communication skills; ability to interact with users of varying technical ability.
* C5 – Ability to understand and interpret user requirements and problems.
* C6 – Awareness of Equal Opportunities, Diversity policies and Health & Safety considerations in IT work.
Experience
* E1 – Proven experience in a wide range of PC environments and common applications, with relevant qualifications or substantial technical experience.
* E2 – Experience providing technical support in a customer-facing role.
Desirable Experience:
* 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.
Additional Information
Benefits include 41 days of leave for full-time staff, pension, benefits and discounts. Flexible working arrangements. Health and wellbeing support, including a free 6-month UofG Sport membership for new staff. Equality, diversity and inclusion are core values. Applications from protected characteristics are encouraged. Athena SWAN principles are endorsed. More information: https://www.gla.ac.uk/explore/jobs/
Closing Date: 13 November 2025 at 23:45.
Location: Coatbridge, Scotland, United Kingdom
Contact: Miss Jenny Booth, Jennifer.Booth@glasgow.ac.uk
Reference: 180537
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