First Line Support Assistant (Student Helper)

Job Description


Job Purpose
The University of Glasgow Student Services section is seeking to recruit a team of currently registered or recently graduated students to fulfil the role of Student Helpers for the Registration and Enrolment Support Team (REST), providing support and query resolution to students undertaking online registration and enrolment through MyCampus.
Student Helpers will provide a first point of contact for students needing assistance or requiring further information as they complete registration and enrolment during the 2021-2022 registration period.
The post-holders will be required to develop and maintain a breadth of knowledge of university registration and enrolment related issues. Covid-19 Impact on Provision of Services Due to the unpredictable nature of the covid-19 pandemic over the past year the institution is aware that guidance can change quickly the impact this will have on our operations will have been prepared for and will adapt our services accordingly.
Please note: This vacancy is only open to current University of Glasgow students.
Main Duties and Responsibilities
1. Providing information and assistance to students who have submitted enquiries via the UofG Helpdesk (Ivanti) or our online chat system and resolving routine enquiries at the first point of contact. REST team will also provide on campus support inline with current government guidelines.
2. Identifying more complex or non-standard queries and applying initiative and judgement to resolve or escalate to the appropriate specialist team.
3. Assisting students and providing support throughout the processes of registration and enrolment using online screen sharing tools e.g., Zoom.
4. Processing/producing standard document requests (transcripts, certifying letters, ID cards etc), supporting the Student Services Enquiry Team to ensure document production meets set targets.
5. Providing general administrative support to the Student Services Enquiry Team and carrying out any other duties which are appropriate to the post as may be reasonably requested by staff in Student Services. This may include marshalling traffic into the Fraser Building and producing documents for mailing.
Knowledge, Qualifications, Skills and Experience
A1 Registered or recently graduated student at University of Glasgow.
A2 Working knowledge of UofG IT systems such as MyCampus (specifically relating to registration and enrolment) and he UofG Helpdesk (Ivanti).
A3 Familiarity with video conferring software such as MS Teams and Zoom.
C1 Computer literate.
C2 Able to direct and inform students effectively.
C3 Able to pay attention to detail.
C4 Able to deal sensitively with students using tact and diplomacy.
C5 Ability to gain knowledge of work routines and utilise simple office equipment.
C6 Ability to remain calm under pressure.
D1 Able to multi-task and work flexible.
E1 Experience of working as part of a team.
E2 Experience of providing a high level of customer service, providing direct support, advice and guidance, as appropriate, whilst also ensuring that students are aware of their responsibilities and actions to be taken.
F1 Experience of working in a student support function.
F2 Experience of working in a busy environment and under pressure.
Job Features
Decision Making
Make decision on who to escalate issues/problems.
Problem solving
Identify what problem/issue student has and resolve to set criteria.
Escalate issue/problem if not able to resolve.
Planning and organising
Queue marshalling and asking for more assistance for peaks in demand.
Internal/External relationships
Offering first line support to students.
Working closely with the Student Services Enquiry Team to ensure an efficient service.
Student Helpers will use the University’s enquiry management and instant chat system (UofG Helpdesk e.g., Ivanti) and student records system (MyCampus) to provide this service, accessing records to show progress and resolution of enquiries. Other tools such as video conferencing software will be utilised to help students remotely. Student Helpers will provide administrative assistance to the Student Services Enquiry Team and be tasked with standard back of house document requests and assist with the logging and distribution of these documents.
Student Helpers will receive training to develop a depth of knowledge and an overview of registration and enrolment process and key issues.
Terms & Conditions
Salary will be on the Management, Professional and Administrative Grade, Level 2, £17,338 - £17,361 per annum, pro-rated to the number of hours assigned and worked.
This post is offered on a part-time, fractional basis (minimum of 30 hours throughout the entire contract, no weekly minimum amounts are guaranteed) and is fixed term contract for the period of registration and enrolment (July – October)
Due to the nature of the current working climate, staff will require access to a stable internet connection and a computer, including web camera. There will be a requirement for a mixture of home working and office-based working on campus.
Hours may vary throughout the registration and enrolment period in order to meet demand and may include weekend or evening work, therefore there is a requirement for a flexible working pattern. Staff schedules are issued on a weekly basis.
Please note there is a mandatory attendance period which will take place online in July 2021 and successful candidates will be required to be available for this.
Vacancy reference: 058871, closing date: 2 June 2021
It is the University of Glasgow's mission to foster an inclusive climate, which ensures equality in our working, learning, research and teaching environment.
We strongly endorse the principles of Athena SWAN, including a supportive and flexible working environment, with commitment from all levels of the organisation in promoting gender equity.
The University of Glasgow, charity number SC004401.

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