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For Companies At a Glance
- Tasks: Help resolve IT issues and provide top-notch support to users in a dynamic environment.
- Company: Join a leading university's IT team with a focus on collaboration and innovation.
- Benefits: Enjoy 41 days of leave, flexible working, and health support including a free gym membership.
- Why this job: Make a real difference by helping students and staff with their tech needs every day.
- Qualifications: HNC or equivalent in computing; experience in customer-facing technical support is a plus.
- Other info: Great opportunities for career growth and a supportive team culture.
The predicted salary is between 27319 - 31236 £ per year.
Job details
- Posted 30 October 2025 • Salary Grade 5: £27,319 – £31,236 per annum • Location: Glasgow • Job Type: Management, Professional & Administrative
Job Title: Information Technology Help Desk Support (Reach Out Team)
Purpose
To respond to technical IT queries as part of the Reach Out Team, resolving each issue or escalating 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 and TechBar in the library and other cluster buildings as part of the Reach Out team.
Main Duties and Responsibilities
- 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 hardware, software, applications and services to diagnose and resolve a significant proportion (typically 50%) of support requests, and refer the remainder to the appropriate IT Services or College/School IT support team.
- Utilise communication channels such as MS Teams, UofG Helpdesk and social media to provide effective advice and support to Reach Out users and for internal communication with Reach Out colleagues.
- Contribute to a strong, mutually supportive IT Helpdesk team by sharing tasks, knowledge and ideas in a flexible and creative manner.
- Promote positive relationships and effective two-way communication with other IT Services teams, College/School IT teams and Library staff to ensure queries and problems are handled promptly and services run smoothly.
- Participate in development and management of the Knowledge Base to support Helpdesk and other support activities; contribute content to IT web pages and communications to promote self-help and reduce contact volume.
- Support End User Computing teams in installation, checking, maintenance and upgrade of centrally supported student cluster PCs when required.
- Assist in training and day-to-day supervision of Reach Out IT Student Ambassadors; address queries and ensure two-way information flow about IT incidents, problems and outages affecting services.
- Contribute to service improvement by feeding back on pervasive issues (e.g., recurring system failures, response times) and promote effective use of the Enterprise Service Management system (Ivanti).
- Aim to sustain high user satisfaction by providing friendly, effective service and clear communication to all IT users.
- Continuously expand knowledge and skills to support the IT Helpdesk service.
- Carry out other duties as assigned by line management, including analysis and reporting on issues and representing the team in meetings.
- Provide in-person support for TechBar initiatives as directed by Reach Out team leaders.
- Following training, assist with building evacuation procedures by providing fire warden support to the Facilities team.
Knowledge, Qualifications, Skills and Experience
Essential:
- A1 – HNC, VQ3, City & Guilds or equivalent qualification in computing or a closely related subject.
- A2 – Knowledge of PC hardware, Microsoft Windows, Office365 and other main applications used in the University, in a networked environment.
- A3 – Full knowledge of the activities, skills and specialisms of all other IT Services teams.
- A4 – Extensive knowledge of the University\’s IT environments.
- A5 – Ability to locate IT information required by users.
Desirable:
- B1 – Knowledge and experience in supporting other IT user hardware and software such as mobile devices, Linux, Unix or Apple operating systems.
- D1 – Prior use of an IT Service Management System.
Skills
- C1 – Logical problem solving from information gathering to resolution.
- C2 – Effective judgement on when to escalate a problem.
- C3 – Ability to work independently and on own initiative.
- C4 – Strong interpersonal and communication skills; ability to interact with users of varying technical ability.
- C5 – Ability to understand and interpret user requirements and problems.
- C6 – Awareness of Equal Opportunities, Diversity policies and Health & Safety considerations in IT work.
Experience
- E1 – Proven experience in a wide range of PC environments and common applications, with relevant qualifications or substantial technical experience.
- E2 – Experience providing technical support in a customer-facing role.
Desirable Experience:
- F1 – IT Helpdesk experience, ideally in a Higher Education environment.
Terms and Conditions
- Salary will be Grade 5, £27,319 – £31,236 per annum.
- This post is full time and open-ended.
Additional Information
Benefits include 41 days of leave for full-time staff, pension, benefits and discounts. Flexible working arrangements. Health and wellbeing support, including a free 6-month UofG Sport membership for new staff. Equality, diversity and inclusion are core values. Applications from protected characteristics are encouraged. Athena SWAN principles are endorsed. More information: https://www.gla.ac.uk/explore/jobs/
Closing Date: 13 November 2025 at 23:45.
Location: Coatbridge, Scotland, United Kingdom
Contact: Miss Jenny Booth, Jennifer.Booth@glasgow.ac.uk
Reference: 180537
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Reach Out IT Helpdesk TechnicianNew employer: University of Glasgow
Contact Detail:
University of Glasgow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reach Out IT Helpdesk TechnicianNew
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for an IT Helpdesk role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Brush up on common IT support scenarios and practice your problem-solving skills. Remember, they want to see how you handle real-life tech issues, so be ready to showcase your knowledge.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. Plus, it’s a great way to show your interest in being part of the StudySmarter team. Get your application in and let’s get you that job!
We think you need these skills to ace Reach Out IT Helpdesk TechnicianNew
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your IT support experience and any relevant qualifications to show us you're the right fit for the Reach Out Team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you want to join our team and how your background aligns with the role. Be genuine and let your personality come through!
Show Off Your Communication Skills: Since this role involves a lot of interaction with users, make sure to demonstrate your strong communication skills in your application. We want to see how you can effectively convey technical information to non-techies!
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it’s super easy!
How to prepare for a job interview at University of Glasgow
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of PC hardware, Microsoft Windows, and Office365. Being able to confidently discuss these topics will show that you're ready to tackle the technical queries that come your way.
✨Practice Your Customer Service Skills
Since this role involves providing first-class customer service, think about past experiences where you've helped someone solve a problem. Be prepared to share these examples during the interview to demonstrate your interpersonal skills.
✨Familiarise Yourself with IT Service Management
If you have prior experience with an IT Service Management System, be ready to talk about it. If not, do some research on Ivanti or similar systems so you can discuss how you would use them to manage support requests effectively.
✨Show Your Team Spirit
This role is all about collaboration within the Reach Out team. Think of examples where you've worked well in a team, shared knowledge, or contributed to a positive work environment. Highlighting your teamwork skills will make you stand out.