Student Casual - IT Service Desk & Registration Helpline Assistant - Grade 3 - 900182

Position Details

School or Department: IT Services

Location: University of Birmingham, Edgbaston, Birmingham UK

Grade: 3

Positions available: 6

Hourly rate: £13.68 + holiday entitlement

Casual contract from 9/6/25

Closing date: 20/5/25

This vacancy is only open for University of Birmingham students. Please be aware that the vacancy may be taken down early dependent on the number of applications received.

Our offer to you

People are at the heart of what we are and do.

The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success.

We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work.

The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum and botanical gardens.

Find out more about the benefits of working for the University of Birmingham

Background

The Service Desk is the primary point of contact for all users with computing issues, receiving enquiries in person, by telephone, and by a variety of web-based contact points. The post holder will analyse and triage calls; resolving those that can be resolved in under 10 minutes, and passing on more time consuming or complicated enquiries to colleagues both in the Service Desk Team and the University as a whole. We need people who are IT literate, and who have a genuine love of technology, but do not expect you to have specific IT experience or training at the outset.

Role Summary

The Registration Helpline runs between July and November each year, and assistants are required to work largely during core business hours (9am – 5pm) Monday to Friday; however some unsociable hours may be required.

We are looking to recruit students who are ideally in their first year, and who are seeking skilled part-time employment throughout their time at the University, including during vacations. The successful candidates will work alongside our existing team, but will particularly be responsible for providing IT support out of hours. They will be fully trained in all aspects of Service Desk work, and will be integrated into our existing team as closely as possible.

Main Duties

• Answering Service Desk calls on the phone; in person and via our online call logging and live chat system.
• Staffing the front desk in the Main Library (often as the only member of staff on the desk).
• Posting status updates and other content to Twitter and Facebook.
• Coordinating the reporting and resolution of IT Incidents out-of-hours.
• Adding information to the Service Desk Knowledge Base that you feel may be of use.
• Participating in Service Desk team activities, including meetings and training sessions.
• Participating in student focus groups and giving feedback to IT Services staff on services and systems used by students.
• Working in the Welcome Marquee at the start of the academic year to promote IT Services and the Service Desk.

Person Specification

• Good customer service skills
• Able to work within a team environment
• Excellent verbal and written communication are essential to this role.
• Good attitude to learn.

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