Senior IT Assistant

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Glasgow Caledonian – the largest and leading modern university in Scotland - is a vibrant, values-led university with campuses in the heart of Glasgow and London. With a strong commitment to high quality education and research which supports the communities we serve, we have strong partnerships with employers to ensure our students get the careers they dream of and deserve.

In 2023 we rocketed into the top 40 universities in the UK in the highly regarded Guardian University Guide, were ranked the UK’s 2nd top performing modern university in the inaugural Daily Mail guide, and entered the top highly coveted 50 UK universities in the 2024 Times and Sunday Times Good University Guide for the first time. We are the top performing modern University in Scotland in all three guides. We are the only Scottish university with EcoCampus Platinum accreditation and were ranked second in Scotland for sustainability in the most recent People and Planet league table.

With a wide range of professionally accredited courses and links with over 300 industry partners, we have the highest proportion of undergraduate level graduates in highly skilled occupations (83%) compared to other Scottish modern universities - with 91% of our students in employment or further study within fifteen months of graduating (HESA 2023). We are Scotland’s leading provider of Graduate Apprenticeships and we have transnational partnerships around the world, supporting more than 22,000 students from nearly 120 countries.  We are committed to widening participation, helping more people from diverse backgrounds into university.

Guided by our values – integrity, responsibility, creativity and confidence - we transform the lives of the people and communities we serve.

Glasgow Caledonian University’s IT department is a central professional service department that provides IT services to all GCU campuses across the UK.  The IT department supports the University by delivering technology-based services for research, teaching and learning, to enable on and off-campus learning and engagement.

We are currently seeking a Senior IT Assistant who will act as an initial point of contact for staff and students who are experiencing IT-related issues or requesting IT services.  The main purpose of this role is to promptly and efficiently resolve issues via multiple channels such as in-person, telephone, email, and online portals, while escalating more intricate issues to higher-level support teams when needed.

 

The successful candidate will have experience in an ICT Service Desk or similar IT Operations role in a busy fast paced service environment and demonstrable knowledge of cyber security technologies, processes and controls.  The candidate should also have a high level of customer service skill, with the ability to clearly explain information and procedures in non-technical terms to a range of users along with the initiative to investigate and lead on problem resolution.

The role holder will be educated to at least A-Level/Highers standard and/or relevant experience with a good working knowledge of IT/AV and how it is used in a Business and/or Higher Education environment.  Ideally, the successful candidate would have I.T. specific certifications (e.g.   ITIL certification) and be able to document processes and procedures.

As the University for the Common Good, we are committed to embedding equality, diversity and inclusion, as well as our values in everything that we do.  As such, we welcome applications from all suitably qualified candidates who demonstrate the GCU Values.

Glasgow Caledonian University is committed to a fair and transparent recruitment process that is free from bias so that we can attract and retain a high performing workforce which makes a critical contribution to our success​.

The University holds the prestigious Athena SWAN Silver institution award, which recognises our significant record of activity and achievement in promoting gender equality across different disciplines.

As a Disability Confident 'Committed' employer, we are striving to ensure that our recruitment process is inclusive and accessible to disabled people. Although the Disability Confident 'Committed' level does not guarantee an interview for disabled applicants, we will make reasonable adjustments for disabled applicants during the recruitment process.

The University also holds the Carer Positive ‘Engaged’ employer award, which recognises our commitment to supporting staff with caring responsibilities.

Glasgow Caledonian University are committed signatories to the Armed Forces Covenant. 

The University offers a range of benefits including opportunities for professional development, family friendly policies, cycle to work scheme and onsite childcare facilities.

Please note that the appointment will be made on the first point of the salary scale (unless by exception).