Digital Assistants
**The job below is open to current students of Ulster University studying on one of our Northern Ireland campuses**
Digital Services are recruiting a number of Digital Services Assistants to work on a casual basis providing basic IT help and guidance to our staff and students outside core working hours.
The successful candidates will join the ICT Customer Services and Support (ICTCS&S) team and will assist with:
· Responding to staff and student IT enquiries via our IT Service Desk
· Handling our phone, email and self-service portal channels
· Logging service requests and incidents in our UniDesk Service Management System
· Providing 1st level remote support to staff and students such as password resets, Wi-Fi Issues and printing queries
· Escalating any significant incidents to service owners
· Working with minimal supervision
Applicants must be currently enrolled on a course at the University and have strong knowledge of common IT applications. They must also have experience of successful troubleshooting and resolution of simple hardware and operating system problems on desktop and portable devices. Appropriate training will be provided.
The posts demand excellent timekeeping and a strong interest in customer services and will entail mostly evening and weekend duties.
Although candidates will be recruited on a casual basis, available hours will not usually exceed 10 hours per week.
Digital Services Assistants will be consulted on shift arrangements and can negotiate a schedule of shifts (pattern of attendance) which is semester-long that doesn't compromise their academic commitments and may be required to be available at various intervals during the year, e.g., Examinations, Conferences, Christmas etc. ICTCS&S will give a week's notice for a temporary change of roster for a scheduled event (exam, conference, etc.).
Main Responsibilities
1. Provide 1st level call management via our Service Desk system, logging all incidents as accurately, quickly and professionally as possible ensuring that they are dealt with according to customer and priority needs and in line with service targets.
2. Contribute to the dept objective to improve 1st level fix statistics with intention of resolving incidents at this level.
3. Highlight any incidents accordingly, in particular any affecting many customers, escalating appropriately as per IT policies and procedures (e.g., network failure, suspected compromised accounts).
4. Complete daily report allowing core hours staff to pick up any urgent issues quickly and effectively.
5. Assist with service promotional activities to ensure service benefits are realised by all users, e.g., pop up events and Welcome to UU activities.
6. Plan and prioritise work to ensure that deadlines and targets are met.
7. Provide ad hoc technical support and troubleshooting for events and for teaching.
Where?
Any Northern Ireland campus
Personnel Specification
Educational and Professional Qualifications
Essential
- Be currently enrolled on a course at Ulster University
Desirable
- Be attending or have completed a course (undergraduate or postgraduate) with an IT component
Previous Experience/Training
Essential
- Evidence of practical knowledge of common IT software, Office 365, BlackBoard, MS Teams
- Experience of dealing effectively with persons in a customer service provider context
Job-Related Achievements
Essential
- Evidence of successful troubleshooting and resolution of basic hardware and software problems on desktops or portable equipment
- Ability to prioritise tasks
- Ability to work on own as well as part of a team
Desirable
- Experience of creating user guide documentation including updates to webpages
Inter-Personal Skills
Essential
- Evidence of dealing tactfully and courteously with Customers face to face
- Ability to express oneself clearly and concisely
- Excellent written communication skills
Other Factors
Essential
- Evidence of a genuine interest in Digital Services work, in particular assisting Customers
- Willingness to develop/update skills as required
- Willingness to work varying hours during evenings and weekends to meet service need
How to Apply
- Apply through Handshake - complete and upload the application form along with a copy of your CV.