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- Tasks: Assist students with Library, IT, Finance, and Administration queries in-person and online.
- Company: Join the University of Edinburgh, a leading institution dedicated to student support and success.
- Benefits: Enjoy flexible working hours, generous leave, and access to online learning resources.
- Why this job: Make a real impact on student experiences while developing your customer service and IT skills.
- Qualifications: Customer-focused with strong IT skills and excellent communication abilities required.
- Other info: Positions available at two different library locations; specify preference when applying.
The predicted salary is between 26093 - 28778 £ per year.
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Information and Support Assistant (EdHelp), Midlothian
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Client:
The University of Edinburgh
Location:
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
94f491f2fca8
Job Views:
4
Posted:
25.08.2025
Expiry Date:
09.10.2025
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Job Description:
Information and Support Assistant (EdHelp) (2 posts)
Post 1: Mon 10am-7pm; Tue; 9-3pm; Wed 11am-7pm; Sun 12pm-5pm (25 hrs per week). Based in the Main Library
Post 2: Mon-Fri 9am-2pm (25 hrs per week). Based in the Noreen and Kenneth Murray Library, King’s Buildings
EdHelp is the University’s student enquiry service in the areas of Library, IT, Student Finance and Student Administration. The service is offered in-person by the EdHelp team who also provide an online service.
The in person EdHelp service desks are located in the University’s libraries.Staff in the advertised posts will act as a first point of contact for student enquiries within EdHelp’s domain (Library, IT, Student Finance, Student Administration), offering face-to-face and online help and information and resolving queries.
What we can offer you:
- A competitive salary at Grade UE04: £26,093 – £28,778 per annum (pro-rata as part-time).
- A chance to improve student experience by delivering high quality support in the areas of Library, IT, Student Administration and Student Finance.
- Generous annual leave allowance of 40 days per year (inclusive of festive closure days).
- Highly competitive defined-benefit pension scheme with a substantial employer contribution.
- A range of flexible working options to help prioritise work/life balance.
- A day of paid leave annually for your chosen volunteering activity.
- Access to excellent online learning and a Staff Scholarship fund.
- Varied , and more.
Use our to find out the total value of the pay and benefits for this role.
What the job involves:
- Providing frontline support to students, staff and visitors of the University across a range of services including Library, IT, Student Finance and Student Administration.
- Giving excellent customer service while offering face-to-face and online help and information to users.
- Resolving user queries whenever possible, passing on those which require more specialist help.
A bit about you:
- You will be customer focused with proven customer service skills.
- You will have strong IT skills with an ability to quickly learn new IT applications and business systems in order to support users and resolve common issues.
- You will be able to demonstrate proven communication and interpersonal skills.
- You will have problem solving skills and be accurate and methodical.
- You will be able to manage a high volume of enquiries both face-to-face and online.
- You will have the ability to work both in a team and independently, be able to adapt to change and to work flexibly in order to respond to shifting service needs.
Application procedure:
Covering Letters must be attached when applying for this role and in your Covering Letter please specify preference of Post 1 or Post 2 or state that you are applying for both.
The University is committed to equality, diversity and inclusion. If you have the right skills for the job, we want to hear from you. We encourage applications from the right candidates regardless of age, gender identity, disability, sexual orientation, religion, belief or race.
Prior to any employment commencing candidates will be required to evidence
The University is unable to sponsor the employment of international workers in this role. International applicants will therefore be unable to apply for and secure a Skilled Worker visa. They will only be able to take up this role if they can demonstrate an alternative right to work in the UK.
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Information and Support Assistant (EdHelp) employer: The University of Edinburgh
Contact Detail:
The University of Edinburgh Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information and Support Assistant (EdHelp)
✨Tip Number 1
Familiarise yourself with the services offered by EdHelp, especially in Library, IT, Student Finance, and Student Administration. Understanding these areas will help you answer questions confidently and demonstrate your commitment to supporting students.
✨Tip Number 2
Practice your customer service skills by engaging with friends or family in role-play scenarios. This will prepare you for the high volume of enquiries you'll face and help you refine your communication style.
✨Tip Number 3
Research common IT issues that students might encounter and think about how you would resolve them. Being proactive in your problem-solving approach will set you apart as a candidate who is ready to tackle challenges head-on.
✨Tip Number 4
Network with current or former staff members at EdHelp or similar roles. They can provide insights into the day-to-day responsibilities and expectations, which can be invaluable during your interview.
We think you need these skills to ace Information and Support Assistant (EdHelp)
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Information and Support Assistant position. Tailor your application to highlight how your skills and experiences align with these needs.
Craft a Compelling Cover Letter: Your cover letter should clearly state your preference for Post 1 or Post 2, or indicate if you are applying for both. Use this opportunity to showcase your customer service skills and relevant experience in supporting students or similar roles.
Highlight Relevant Skills: In your CV and cover letter, emphasise your strong IT skills, problem-solving abilities, and experience in managing high volumes of enquiries. Provide specific examples that demonstrate your communication and interpersonal skills.
Proofread Your Application: Before submitting, thoroughly proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at The University of Edinburgh
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of the Information and Support Assistant role. Be prepared to discuss how your skills and experiences align with the specific tasks, such as providing customer service and resolving queries.
✨Showcase Your Customer Service Skills
Since this role involves frontline support, be ready to share examples of your previous customer service experiences. Highlight situations where you successfully resolved issues or provided exceptional support, demonstrating your ability to handle a high volume of enquiries.
✨Demonstrate IT Proficiency
The job requires strong IT skills, so be prepared to discuss your familiarity with various IT applications and systems. You might also want to mention any quick learning experiences you've had with new technologies, as this will show your adaptability.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the EdHelp service, team dynamics, or the University’s approach to student support. This shows your genuine interest in the role and the organisation.
