Help Desk Analyst

Robert Gordon University

  • Location: Aberdeen
  • £27,830 to £29,515 per annum, P&S 5
  • Hours: Full Time
  • Contact: Please see description
  • Reference: RGU02220

Job Summary

With 15,000 staff/student accounts, 3000 desktops and 24X7 access across the globe to our core learning platforms, this is no ordinary help desk role.

You'll already have some experience of delivering IT support services and relish the chance to develop your skills in a vibrant and demanding environment. You'll be educated to at least HNC/HND or equivalent standard and familiar with operating systems – desktop and server: Windows XP/7, Apple and Citrix.

We'll also expect you to be skilled in the basic use of desktop operating systems, preferably Windows 7/10 and/or Apple Macintosh and familiar with standard desktop applications and their basic use. E.g. Microsoft Office, Internet Explorer/Firefox.

Some flexibility will be required to cover Help Desk operating hours and in return you'll enjoy 38 days holiday and access to an excellent pension scheme.

Salary on first appointment is normally to the bottom of the scale, although in exceptional circumstances an appointment further up the scale may be considered.

Closing Date: 03 March 2019.

Job Description

RESPONSIBLE TO: Helpdesk and ITAV Team Lead

RESPONSIBLE FOR: No supervisory responsibility


To provide a point of contact for the user community to report faults or queries, to be competent in resolving known issues directly, and to pass on other calls to an appropriate member of the IT Services Department.


To receive reported faults/queries by telephone, e-mail, or in person.

To ensure that these reports are accurately recorded in the Help Desk Call Logging System.

Where possible, to resolve these faults/queries directly and to record action taken in the Call Logging System.

Where the report cannot be resolved at the Help Desk, to pass on to other relevant support team.

Under the direction of the Help Desk Team Lead, to actively participate in the maintenance of a “knowledgebase” which documents how to resolve commonly occurring faults/issues.

To monitor call progression and to escalate to an appropriate level of management any calls which have fallen outwith their service level targets or where progress or response otherwise falls below accepted standards.

Where a customer complaint is received, to record this immediately in the customer complaint system and ensure that it is brought to the attention of the Help Desk Team Lead.

Where reported problems/faults indicate a major incident, to invoke the major incident procedure and alert management according to the severity of the incident.

To maintain communication material (principally via the Web or e-mail) to the User Community advising them of key aspects of service status/known problems.

Person Specification


Qualifications and Professional Memberships:

HNC / HND or equivalent standard

Knowledge and Experience

Experience of providing IT support over the telephone and/or via email in a formal helpdesk environment.
Familiar with operating systems – desktop and server: Windows 7/10, Thin Clients/Citrix, Mac OS
Skilled in the basic use of desktop operating systems, especially Windows 7/10 and Thin Clients
Familiar with standard desktop applications and skilled in their basic use. E.g. Microsoft Office, Internet Explorer/Firefox.
Familiar with basic operating infrastructure and the inter-relations between system components (server, network and desktop) as a background to effective problem diagnosis.
Experience in documenting instructions, errors and/or solutions.

The Help Desk is open evenings and weekends during Semesters 1 and 2 (8am to 8pm Monday to Thursday, 8am to 5pm Fri and 11am to 3pm on Saturday and Sundays). Semester 3 and Vacations we’re open 8am to 5pm Monday to Friday (no evening or weekend). Flexibility to be able to work these times is essential.


Qualifications and Professional Memberships

Other Formal accreditation in a recognised area, e.g.: Microsoft Certified Professional, or Certificates in Service Management

Knowledge and Experience

Skilled in the use of Apple Macintosh operating systems.
Familiar with the software and systems in use in an Academic environment, such as Student Records, SPSS.
Experience of delivering support services within a formal Help Desk environment either as part of an in-house IT department or as part of a Commercial IT operation.


Behaviour 1: Pastoral Care and Welfare - Experience of calming and reassuring those with work/study related problems who may be experiencing distress and dealing with difficult welfare situations or confidential matters

Behaviour 2: Communication - Ability to receive, understand and convey both straightforward information, and information requiring careful explanation, in a clear and accurate manner

Behaviour 3: Team Development - Experience of providing advice or guidance to new starts delivering training or instruction to others on specific tasks or activities

Behaviour 4: Service Delivery - Experience of giving customers a positive and satisfactory service, by providing accurate and up to date knowledge of services available in own and related areas of work

Applications must be made online at

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