Senior IT Assistant – IT Service Desk

Glasgow Caledonian University – the University for the Common Good – is a vibrant, values-led, multi-cultural, civic University with a global outlook and strong commitment to delivering social innovation and sustainable development in its education and research.

Our organisational strategy is aligned with the United Nation’s Sustainable Development Goals and our globally recognised researchers advise governments, industry and international bodies. We’re ranked fourth in the world and first in the UK for promoting gender equality, in the top 70 universities globally for social impact, and first in Scotland for health and wellbeing, and reduced inequalities, for which we are also ranked 21st in the world (THE Impact Rankings, 2022). In 2020-21, we contributed £1.7 billion and more than 14,000 jobs across the globe (BIGGAR Economics, 2022).

GCU is committed to widening participation, and delivering positive outcomes for our students. We are Scotland’s leading provider of Graduate Apprenticeships. With campuses in Glasgow and London, we have transnational partnerships around the world, supporting more than 22,000 students from 130 countries. Guided by our values – integrity, responsibility, creativity and confidence – we transform the lives of the people and communities we serve.

Glasgow Caledonian University’s IT department is a central professional service department that provides IT services to GCU campuses. The IT department supports the University by delivering technology-based services for research, teaching and learning, to enable on and off-campus learning and engagement.

We are currently seeking a Senior IT Assistant who will act as an initial point of contact for staff and students who are experiencing IT-related issues or requesting IT services. The main purpose of this role is to promptly and efficiently resolve issues via multiple channels such as in-person, telephone, email, and online portals, while escalating more intricate issues to higher-level support teams when needed.

The successful candidate will have experience in an ICT Service Desk or similar IT Operations role in a busy fast paced service environment and demonstrable knowledge of cyber security technologies, processes and controls. The candidate should also have a high level of customer service skill, with the ability to clearly explain information and procedures in non-technical terms to a range of users.

The successful candidate will be educated to at least A-Level/Highers standard and/or relevant experience with a good working knowledge of IT/AV and how it is used in a Business and/or Higher Education environment.

Ideally, the successful candidate would have I.T. specific certifications (e.g. ITIL certification) and be able to document processes and procedures.

As the University for the Common Good, we are committed to embedding equality, diversity and inclusion, as well as our values in everything that we do. As such, we welcome applications from all suitably qualified candidates who demonstrate the GCU Values.

Glasgow Caledonian University is committed to a fair and transparent recruitment process that is free from bias so that we can attract and retain a high performing workforce which makes a critical contribution to our success .

The University holds the prestigious Athena SWAN Silver institution award, which recognises our significant record of activity and achievement in promoting gender equality across different disciplines.

As a Disability Confident ‘Committed’ employer, we are striving to ensure that our recruitment process is inclusive and accessible to disabled people. Although the Disability Confident ‘Committed’ level does not guarantee an interview for disabled applicants, we will make reasonable adjustments for disabled applicants during the recruitment process.

The University also holds the Carer Positive ‘Engaged’ employer award, which recognises our commitment to supporting staff with caring responsibilities.

Glasgow Caledonian University are committed signatories to the Armed Forces Covenant.

The University offers a range of benefits including opportunities for professional development, family friendly policies, cycle to work scheme and onsite childcare facilities.

Please note that the appointment will be made on the first point of the salary scale (unless by exception).