Grade UE05 £27,979 to £32,332 Per Annum

Information Services Group / Learning Teaching and Web Directorate / Learning Spaces Technology

Full Time: 35 hours per week, 08:30-16:30 Monday to Friday

Open ended contract: permanent

This is a hybrid-working position, and the successful candidate will be expected to work in the office at least 2 days per week, reporting to the Service Desk Supervisor. 

Are you looking to showcase your Service Desk skills? Do you have an interest in Audio-Visual technologies and want to upskill yourself while working with a team committed to providing first class customer service in an educational environment?

We are looking for a highly motivated Service Desk Advisor to join our small and friendly Service Desk Team. If you come from a customer service background and are an organised individual with an interest in AV, good interpersonal skills and problem solving capabilities, we would love to hear from you. 

What we can offer you:

• A competitive salary of £27,979 - £32,332 per annum
• A chance to understand and learn about the technology within our teaching spaces 
• 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 strong commitment to hybrid and flexible working practices to promote a healthy 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 staff discounts, family-friendly initiatives, support for staff wellbeing and more 

Use our reward calculator to find out the total value of the pay and benefits for this role. 

What the job involves:

• You will be the first point of contact for day-to-day requests for support from teaching spaces and will be involved in the resolution of technical support queries for AV related issues via remote support tools.
• You will help us provide first and second line support in a range of services including support in teaching spaces, events and conferences, meeting rooms, equipment loans, open access PCs and digital signage.
• Ensuring that all incidents and service requests are correctly logged, resolved, or escalated as appropriate on the University’s Call Management System.

Click to view a copy of the full job description (opens new browser tab)

A bit about you:

• It is essential you have a strong customer service background, with a solid experience handling enquiries, dealing with incidents and service requests via telephone, email and call management systems. 
• A basic knowledge and interest in AV is preferable. 
• Some experience of planning and organising technical support aspects for Events and Conferences.
• It is essential you have the ability and proven experience of working within a team and individually, managing, and prioritising own time and workload. 
• This can be a high pressured role, so it is essential that you are able to work under pressure while keeping a calm and collected mindset. 
• Knowledge of AV systems, with some experience of working with remote support tools in a helpdesk setting is desirable. 

Application procedure:

We welcome informal enquiries about the role – to find out more please email Alastair Taylor (Service Team Manager) at Alastair.Taylor@ed.ac.uk

To apply, upload a CV and cover letter by the closing date of Monday 13th May 2024.

Championing equality, diversity and inclusion

The University of Edinburgh holds a Silver Athena SWAN award in recognition of our commitment to advance gender equality in higher education. We are members of the Race Equality Charter and we are also Stonewall Scotland Diversity Champions, actively promoting LGBT equality. 

Prior to any employment commencing with the University you will be required to evidence your right to work in the UK. Further information is available on our right to work webpages (opens new browser tab).

On this occasion the University will not consider applicants requiring sponsorship for this role. International workers will therefore only be able to take up this role if they can demonstrate an alternative right to work in the UK.

Key dates to note

The closing date for applications is Monday 13th May 2024.
 

Unless stated otherwise the closing time for applications is 11:59pm GMT. If you are applying outside the UK the closing time on our adverts automatically adjusts to your browsers local time zone. 
 

Interviews will be held in person in late May 2024.