Reach Out IT Helpdesk Technician

at  University of Glasgow

JOB PURPOSE

To respond to technical IT queries as part of the Reach Out Team, resolving each issue or escalating it 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 Helpdesk and TechBar in the library and in other cluster buildings as part of the Reach Out team.

MAIN DUTIES AND RESPONSIBILITIES

1. 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 a wide range of hardware, software, applications and services to effectively diagnose and resolve a significant proportion (typically 50%) of support requests, and to refer the remainder to the appropriate IT Services or College/School IT support team.
2. Utilise communication channels such as MS Teams, UofG Helpdesk and social media to ensure effective advice and support to Reach Out users and for internal communication with Reach Out colleagues.
3. Contribute to a strong, mutually supportive IT Helpdesk team by sharing tasks, knowledge and ideas in a flexible and creative manner.
4. Seek and promote positive relationships and effective 2-way communication with the other IT Services teams, College/School IT teams and Library staff, so that questions and problems are communicated promptly and effectively, and so that services provided by the department run as smoothly as possible.
5. Participate in development and management of the Knowledge Base to support Helpdesk and other Support activities and for direct use by IT users. Contribute content to the Knowledge Base and (via the Information office) to the IT web pages and other communications, so as to promote self-help and reduce the need for users to contact the Helpdesk.
6. On occasion as other duties permit, support the End User Computing teams in installation, checking, maintenance and upgrade of centrally supported student cluster PCs.
7. Assist as required in training and day-to-day supervision of Student IT Helpdesk Assistants. Address queries and problems and ensure a two-way flow of information about any IT incidents, problems, outages etc. affecting services.
8. Contribute to a service improvement culture by providing feedback to management on pervasive issues affecting users or IT Helpdesk efficiency, such as recurring system failures, inadequate responsiveness by other support teams, or lack of full and proper use of the Enterprise Service Management system (Ivanti).
9. Contribute to sustained high user satisfaction levels, by providing all IT users who contact you with service that is friendly, effective and as complete as possible, and with consistently good communication.
10. Take every opportunity to expand your knowledge and skills to support the IT Helpdesk service to users.
11. Carry out other duties assigned by your line management such as analysis and reporting on pervasive issues and representation of the team at meetings.
12. Provide in-person support for TechBar initiatives, as directed by Reach Out team leaders.
13. Following training, assist with building evacuation procedures by providing fire warden support to the Facilities team.