Help Desk Officer
Venesky-Brown’s client, a public sector organisation in Glasgow, is currently looking to recruit a Helpdesk Officer for an ongoing contract on a rate of £15.36/hour (PAYE).
Responsibilities:
– Serve as the primary first point of contact for customers across both the Helpdesk and the Disability & Wellbeing Service, providing a friendly, efficient service in person, by phone and email.
– Carry out initial triage for wellbeing and disability-related enquiries, recognising signs of distress or risk and escalating in line with safeguarding protocols.
– Register customers for the Disability & Wellbeing Service, ensuring accurate processing and secure handling of sensitive information. Use specialist Disability & Wellbeing systems to manage enquiries, update records and support service workflows
– Provide clear guidance on common student-service tasks including registration checks, ID cards, appointment processes, GP registration and banking.
– Assist in the coordination and management of administrative processes and systems within the Directorate, contributing to harmonising and streamlining operations for improved efficiency.
– Support the implementation and use of MS 365, Artificial Intelligence (AI), and other software solutions to automate and enhance administrative functions within the Directorate.
– Assist in planning and organising the work of the Helpdesk over short and medium-term periods, coordinating with other team members and departments to ensure smooth service delivery.
– Support distressed or vulnerable students, using calm, empathetic communication while maintaining professional boundaries.
– Work collaboratively with colleagues and other departments to maintain cohesive support pathways.
– Collect performance metrics to allow the evaluation of the effectiveness of the helpdesk service and lead continuous improvement initiatives aimed at enhancing service efficiency, responsiveness, and customer satisfaction.
– Contribute to the development, implementation, and maintenance of a comprehensive communication strategy for the Directorate.
– Contribute to the annual Registration and Welcome Week activities led by the Directorate.
Essential Skills:
– Significant relevant experience or a qualification to HNC level with general administrative or other relevant experience.
– Strong IT skills including the use of MS Office
– Experience of working in a customer service, reception or client facing role
– Knowledge of MS 365 and other relevant software solutions
– Strong customer care skills
– Ability to deal sensitively and empathetically with distressed customers
– Strong organisational and coordination skills
– Excellent communication, interpersonal and advisory skills
– Ability to deal sensitively and emphatically with enquirers who may be distressed or anxious, and refer on for appropriate support
– Ability to respect the confidentiality of client information and to handle such information respectfully and appropriately.
– Ability to work independently and as part of a team
– Willingness to work outside normal office hours on a pre-arranged and agreed basis
– Ability to engage positively with a wide range of service users, from diverse backgrounds and cultures and with diverse needs
Desirable Skills:
– Experience of working in a university or other post-school education setting
– Experience of the UK Higher Education system as a member of staff or student
– Experience of working in a similar administrative role
If you would like to hear more about this opportunity please get in touch.
Responsibilities:
– Serve as the primary first point of contact for customers across both the Helpdesk and the Disability & Wellbeing Service, providing a friendly, efficient service in person, by phone and email.
– Carry out initial triage for wellbeing and disability-related enquiries, recognising signs of distress or risk and escalating in line with safeguarding protocols.
– Register customers for the Disability & Wellbeing Service, ensuring accurate processing and secure handling of sensitive information. Use specialist Disability & Wellbeing systems to manage enquiries, update records and support service workflows
– Provide clear guidance on common student-service tasks including registration checks, ID cards, appointment processes, GP registration and banking.
– Assist in the coordination and management of administrative processes and systems within the Directorate, contributing to harmonising and streamlining operations for improved efficiency.
– Support the implementation and use of MS 365, Artificial Intelligence (AI), and other software solutions to automate and enhance administrative functions within the Directorate.
– Assist in planning and organising the work of the Helpdesk over short and medium-term periods, coordinating with other team members and departments to ensure smooth service delivery.
– Support distressed or vulnerable students, using calm, empathetic communication while maintaining professional boundaries.
– Work collaboratively with colleagues and other departments to maintain cohesive support pathways.
– Collect performance metrics to allow the evaluation of the effectiveness of the helpdesk service and lead continuous improvement initiatives aimed at enhancing service efficiency, responsiveness, and customer satisfaction.
– Contribute to the development, implementation, and maintenance of a comprehensive communication strategy for the Directorate.
– Contribute to the annual Registration and Welcome Week activities led by the Directorate.
Essential Skills:
– Significant relevant experience or a qualification to HNC level with general administrative or other relevant experience.
– Strong IT skills including the use of MS Office
– Experience of working in a customer service, reception or client facing role
– Knowledge of MS 365 and other relevant software solutions
– Strong customer care skills
– Ability to deal sensitively and empathetically with distressed customers
– Strong organisational and coordination skills
– Excellent communication, interpersonal and advisory skills
– Ability to deal sensitively and emphatically with enquirers who may be distressed or anxious, and refer on for appropriate support
– Ability to respect the confidentiality of client information and to handle such information respectfully and appropriately.
– Ability to work independently and as part of a team
– Willingness to work outside normal office hours on a pre-arranged and agreed basis
– Ability to engage positively with a wide range of service users, from diverse backgrounds and cultures and with diverse needs
Desirable Skills:
– Experience of working in a university or other post-school education setting
– Experience of the UK Higher Education system as a member of staff or student
– Experience of working in a similar administrative role
If you would like to hear more about this opportunity please get in touch.
