£9.56 per hour + £1.15 holiday pay
Advertising End Date
04 Sep 2022

Role & Department Overview

ISS, Information Systems Service are looking for a proactive and driven individual to join our Service Desk Team. 
Successful candidates must be available for training week commencing 26th September.  Available to work 1st and 2nd October and a number of days during welcome week and Week 1. 
As an ISS Support Desk Assistant you will provide front-line support for Eduroam and IT Accounts to students and staff of 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 members of the ISS Service Desk to proactively resolve customer queries. You will gain experience of working with Eduroam and IT Account plus some of the other IT systems we provide, improve your problem-solving capabilities and have the opportunity to undertake training.    
The work involves: Providing first point of contact and support for IT Services provided by ISS either in-person at one of the College locations, in the Learning Zone, or through our chat/online Help Centre/phone system. Offering help and support with general, informational and procedural enquiries.    
The team you will be joining has a strong customer focus and you should bring a pro-active and “can-do” attitude. Excellent time management, customer service skills and high levels of attention to detail are essential elements of this role. 
Start Date: 26th September 2022
End Date: 14th October 2022
Location: On the Lancaster University campus
Hours per Week: 6

Job Description

Directly responsible to: ISS Service Desk Manager 
Major Duties:
Provide a friendly and professional Support Desk to all users
  • Support students/staff, in person, to set-up and use Eduroam on personal devices. These will include Android, Chromebook, Microsoft, Linux and Apple.
  • Offer help and support with any IT account registration issues.
  • guiding the user through workable solutions or instructing them how to collect more information to compose a fuller report for referral;
  • using a Chat system to record and refer user problems;
  • using a Helpdesk system to record, refer and track user problems;
  • consulting Service Desk Analysts and writing responses to customers with a range of IT competence.
  • Offer help and support with general, procedural, informational, and directional queries. Refer where appropriate to other university support services.
  • Work collaboratively with fellow members of the ISS Service Desk 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 Chat support
  • Dealing with login and password problems
  • Triage of common IT faults and referral to the ISS Service desk team 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 chat.
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, specifically Welcome Weekend 2022
  • 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

The successful candidate will show:
  • 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 Andriod, Apple, and Windows operating system and iLancaster. 
  • Knowledge of more complex IT systems or other operating systems.
  • Certified IT Skills desireable but not essential

You must be able to commit to working roughly 6 hours per week.
Working in this role will help develop the following skills and experience
  • Collaboration
  • Curiosity 
  • Decisiveness 
  • Flexibility 
  • Multi-tasking 
  • Organising 
  • Problem solving 
  • Verbal communication 
For more information please contact iss-interviews@lancaster.ac.uk
Please note: Unless specified otherwise in the advert wording, this role is only open to individuals living in the UK
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 endeavour 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.