Information Support Assistant (Evening / Weekend) in Stirling

The Post Information Support encompasses the physical and digital library and archive services for the university community. The team plays an essential role in providing support to our staff and students, so that they can fully utilise the resources and services in support of their studies, research or work. Information Support Assistants are responsible for the delivery of excellent customer service and support to library users, including supporting the circulation of library stock (issue, discharge, re-shelving, holds management, etc.). They are a key operational support role which ensures the library and its services are able to operate efficiently.

Duties include:

• Staffing of library reception, supporting users to access the building and services, resetting of and support for library equipment and furniture, coordinating maintenance issues with other university departments or external contractors.
• Providing operational and administrative support across the library team, including process driven tasks in support of acquisitions, digitisation and reading lists.
• Handling library enquiries and general service enquiries, following ITIL standards and processes, endeavouring to maximise the number of issues resolved at the first point of enquiry.
• Making frequent use of UniDesk (our ITSM platform) which is used to record and manage logged calls and the associated workflow around them.
• Triage support calls, escalating to others when required.
• Operating across a variety of channels including email, live chat, self-service and face-to-face.

Description of Duties

• Provide a high quality, customer-focussed support service to library users and colleagues.
• Support the effective operation of the library building and its services.
• Communicate effectively, both internally and with users, ensuring accuracy, timeliness and clarity at all times.
• Maintain accurate records in the Library Management System, Estates & Campus Services fault logging, the ITSM platform and other systems or databases.
• Contribute to the ongoing development and delivery of the library.

Essential Criteria

• Educated to Standard Grade (or equivalent) level, including English and Mathematics.
• Experience of working in a library or similar customer service environment, and delivering excellent customer service.
• Experience of using digital tools, such as LMS, Microsoft 365 (including Teams, SharePoint, Forms, Outlook, Office, and others).
• Team worker with a proven track record of working within a team environment.
• Excellent customer service skills.
• Excellent communication skills with the ability to communicate appropriately and effectively with a wide range of users, in person, over the phone, digitally and in writing.
• Highly organised approach to managing workload, with the ability to work calmly and systematically in a busy environment, prioritising work as required in order to meet agreed deadlines.
• Excellent IT skills, including advanced familiarity with common applications and relevant systems and online services.
• Meticulous attention to detail, working to a high level of accuracy.

Desirable Criteria

• CILIP Certification (ACLIP) or above, or currently working towards this.
• Customer service certification or qualification.
• Further education qualifications, such as Highers, SVQs, etc.
• Knowledge of current health and safety practices, including fire safety.
• Experience of providing a range of operational library support, such as re-shelving, circulation support, user enquiries, opening/closing buildings.

Additional Information

• Part time (36.11%FTE).
• Open ended.
• Grade 3: £22,768 - £23,742 p.a. pro-rata.
• The closing date for applications is midnight on Wednesday 18 February 2026.
• Interviews are expected to take place on Thursday 26 February 2026.
• The University will pay a supplement per annum pro rata with effect from 01 November 2025, to align with the Real Living Wage (RLW) which equates to £25,178 p.a.
• This RLW supplement will be reviewed annually to take account of future increases and RLW rates.
• There is an expectation that work will be undertaken in the UK.
• This role is not eligible for sponsorship.
• Applicants require to have existing right to work in the UK.
• The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community.
• We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role.
• We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.

For a full description of duties and essential/desirable criteria please click the apply button, which will take you directly to the University Website.