Help Desk Operator

Forth Valley College is a vibrant and inclusive educational institution dedicated to providing high quality education and support to our diverse student body. This is an exciting opportunity for someone who is looking to be employed in an interesting and fast paced role. You will be an integral part of the IT team, providing first class customer service, as well as an administrative support function.

The successful applicant should be an enthusiastic, highly motivated and hardworking individual, who possesses excellent communication, organisational, interpersonal and customer service skills. You will have the ability to work proactively and methodically under your own initiative, manage and prioritise workloads to meet critical deadlines and be receptive to new ideas and concepts.

If you have a keen interest in working within an IT office environment and providing high levels of customer service, then this may be the job for you.

You will receive a salary and automatic membership to a career average revalued earnings pension scheme, generous holiday entitlement, and excellent opportunities for training and continual professional development. The college recognises significant periods of employment with long service awards.

As a Helpdesk Operator, you will be the first point of contact for staff seeking technical assistance whilst also promoting effective use of existing IT facilities and software. Your primary responsibilities will include:

• Responding to first line helpdesk tickets, emails and phone calls in a timely and professional manner.
• Troubleshooting and resolving hardware, software, and network issues.
• Providing guidance and support for common IT related queries.
• Escalating complex issues to higher-level support when necessary.
• Maintaining accurate records of all interactions and solutions provided.
• Assisting with immediate curriculum based IT issues to resolution or appropriate escalation.

Key Responsibilities:

• Customer Support: Provide excellent customer service and technical support to all users.
• Issue Resolution: Diagnose and resolve technical issues efficiently.
• Documentation: Maintain detailed records of support requests and resolutions.
• Collaboration: Work closely with other IT team members to ensure seamless support.
• Stock Control: Maintain the IT stock levels for all hardware and peripherals.

Skills/Knowledge Essential:

• Proven experience in a helpdesk or customer support role.
• Strong knowledge, but not inclusive of Windows, Office 365, Azure / Intune, SCCM and Active Directory (training will be offered to address any gaps in knowledge).
• Familiarity with common software applications and basic network troubleshooting.
• Excellent communication, interpersonal and customer service skills.
• Ability to work independently and as part of a team.
• Strong problem solving skills, attention to detail and planning and organising skills.
• Qualified to at least HND in an appropriate subject.

Skills/Knowledge Desirable:

• Experience in an educational environment.
• Experience of using Finance systems to order goods.
• Experience of effective partnership with external agencies.
• Qualified to at least Degree in an appropriate subject.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. We understand that individuals may have different needs and we are dedicated to providing reasonable adjustments to support candidates throughout the recruitment process.

If any adjustments are required to be made, please contact us. The college will work with each individual to identify and implement appropriate solutions to ensure you have a fair and equitable opportunity to demonstrate your skills and qualifications.

Closing Date: 19 June 2025