Help Desk Officer

• 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.

Do you have experience in Organizational 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

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).