£8.21 per hour plus £0.99 holiday pay
09 Mar 2020

Role & Department Overview

This post is an exciting opportunity to join the ISS Service Desk team.  Are you interested in helping staff and students with their use of IT? We are looking are looking for a talented Service Desk support assistant to join our fast-paced IT support team

If you have experience of working within a customer service environment, enjoy helping people find solutions, able to explain technical issues in a non-technical language, and love a challenge then you might be exactly the person we're looking for. 

Successful applicants will have a broad knowledge of commonly used IT and a willingness to further develop their skills. Excellent communication and teamwork are essential for this role as well as a strong customer focus to ensure that we provide an excellent service to our students, staff and visitors.  

Working pattern: Approx 5-10 hours per week, during working hours Mon-Wed 9am to 5:30pm and Thurs-Fri 9am to 5pm
Interviews: 17 March 2020
Start date: 17 April 2020
End date: 10 July 2020
This role is available to current student at Lancaster University with a minimum of 12 months study remaining.

Job Description

As an ISS Support Desk Assistant, you will provide front-line support for a range of IT systems and services to staff, students and visitors to the University. You will be expected to answer questions, look for solutions to problems and pass on more complex issues where necessary. You will work alongside other students and members of IT staff to proactively resolve customer queries. You will gain experience of working with a wide range of IT systems, improve your problem-solving capabilities and have the opportunity to undertake training.  

Major Duties: 

  • Provide a friendly and professional Support Desk to all users of the Learning Zone
  • Offer help and support with any general, procedural, informational, and directional queries. Refer where appropriate to other university support services.
  • Support students to use the Learning Zone through providing advice on study spaces and resources available e.g. pod bookings, laptop lockers
  • Promote and facilitate access to learning development and IT training activities and resources to students visiting the Support Desk.
  • Work collaboratively with fellow members of ISS to ensure a cohesive service offering. 
  • Deliver first-line IT support to staff, students, and visitors using the ISS Support Desk
  • To log new, and proactively respond to existing, Incidents and Service Requests in the HelpCentre Portal.
Provide first-line support for ISS IT Services, for example:
  • Provide telephone support
  •  Deal with login and password problems
  • Assist users in accessing the VLE and other key software
  • Triage of common IT faults and referral to second line where needed
  • Use ISS provided IT tools to enable provision of first-line support
  • Work with the ISS Service Desk team to provide effective first-line IT support via the HelpCentre portal and phone.
  •  Manage the Learning Zone Environment
  • Manage and maintain the Learning Zone to provide a clean and effective study environment, including rearranging furniture and implementing code of practice
  • Identify and act on issues that arise in the Learning Zone, e.g. reporting building faults, dealing with lost property, liaising with facilities staff, porters, and buildings manager 

Any other duties appropriate to the grading of the post, including;

  • To maintain a safe working environment for staff and students
  • To undertake weekend working as required 
  • To undertake training offered by ISS
  • To carry out any duties as may be reasonably required by the Director of ISS or nominated representative.  

Person Specification

  • Excellent communication skills; able to offer clear advice and guidance to people from different backgrounds and capable of relaying technical information effectively.

  • Experience of working in a customer service environment and clear commitment to excellent quality customer service.

  • Experience of working in a team and demonstrated understanding of the skills involved in successful teamwork.

  • Reliable, good timekeeper and with a flexible approach to work when required.

  • Ability to prioritise workload whilst working under their own initiative.

  • Problem solving skills including diagnosis, collecting information, determining options and knowing when to refer to others.

  • Experience in a range of general IT systems, particularly Windows operating system, Office software, and other University services (Moodle, timetabling, iLancasteretc.)

  • Knowledge of more complex IT systems or other operating systems.

  • Certified IT Skills

  • Current student at Lancaster University with a minimum of 12 months study remaining.

  • You must be able to commit to working roughly 8 hours per week on a shift basis.

Working in this role will help to develop the following skills and experience:
  • Analysing
  • Collaboration
  • Commercial Awareness
  • Integrity
  • Multi-tasking
  • Persuasion
  • Resilience
  • Self motivation
  • Verbal and Written Communication
You are required to submit a cover letter to support your application. Applications without a cover letter will not be considered.
Under the terms of this work, we endeavor to provide the advertised number of hours however, hours are not guaranteed and that work may cease if there is a fall in demand.
Adverts that display a closing date should be treated as a guide. We reserve the right to close the vacancy once we have received sufficient applications, so we advise you to submit your application as early as possible to prevent disappointment. 

Help and advice on making applications can be found on the Lancaster University Careers pages. Visit www.lancaster.ac.uk/careers.