Details
1093776
University of Edinburgh
14/04/2025
Other - See Job
15 hours/week, worked between 9-5, Monday - Friday
Not Applicable
Pay
£12.67
£2.29
Description
Role
The University of Edinburgh is currently offering a part-time opportunity for four students to join the IT Services Team as IT Services Assistants. The IT Services Team is responsible for ensuring the efficient and effective delivery of information technology services, to meet the needs of the users across the University. This involves delivering a range of processes that support the quality and usability of the IT services. Within this role, you will support the knowledge management process, by producing quality support information documents, to be used by end users and IT staff, and creating self-help materials for the EdHelp user portal, and managing the operation of the EdHelp Chatbot tool.
This is an exciting opportunity for you to gain experience in reviewing and creating knowledge user guides on different subjects, and analysing chatbot performance data.
You can expect to start work on the 14th April 2025 and work until the 31st July 2025. The successful students will work 15 hours per week in a hybrid working pattern split between working from home, and in Argyle House. During this position you will be paid £12.67 per hour, plus £2.29 per hour holiday pay. Payment is one month in arrears, meaning your first payment date (should this position start when expected) will be the 28th May 2025.
Duties and responsibilities
- Reviewing and improving the content in the existing user guides into clear, user-friendly information, enhancing role-specific knowledge for end-users;
- Engaging with stakeholders across various departments, to gather essential information for knowledge items, and converting this into clear, concise content that can be understood by a wide variety of users;
- Partnering with the AskEdHelp project team, to monitor and analyse the existing chatbot interactions, compiling performance data to identify trends and areas for enhancement in automated user support;
- Supporting the development and refinement of knowledge organisational models within supported departments, ensuring that informational resources are structured and intuitively categorised, to optimise users’ access to the data.
Skills and experience
Essential criteria:
- A current University of Edinburgh Undergraduate, Postgraduate Taught, or Part-Time Postgraduate Research student (this post is designated for UoE student employment; therefore, you must be a matriculated student for the duration of your employment). You also must not hold the position of ‘Resident Assistant’;
- Based in the UK for the duration of the work, able to work on campus when required (we cannot accommodate individuals working overseas due to tax and legal implications), and able to attend a Right to Work Check in person if needed;
- Proven excellent written and verbal communication skills, with an ability to convey complex information clearly for diverse audiences, and persuade stakeholders to your position;
- Evidence of excellent skills in analysing data, discerning patterns and user behaviours;
- Proven problem-solving skills, with the ability to address and resolve issues effectively;
- Demonstrable strong time-management skills, with the ability of managing multiple priorities efficiently, under strict deadlines.
- Prior experience with AI-driven chatbot technologies, with demonstrable competence in interacting with and optimising conversational agents;
- Experience in creating instructional documents or support content.
Location
Hybrid, split between working from home and in Argyle House, 3 Lady Lawson Street, Edinburgh, EH3 9DR.
Benefits
- Being part of a welcoming community of over 150 ISG Student Workers with opportunities to network, whilst working in a supportive and nurturing environment with a strong emphasis on work/life balance;
- Pay rate and holiday entitlement equivalent to that of UE03 permanent staff, access to NEST pension scheme if applicable;
- As a staff member, you can join the University's Equality, Diversity, and Inclusion Groups (Staff Networks);
- Access to a range of excellent staff training content and resources from the Digital Skills Team.
Additional information
To apply for this role, please upload a CV and covering letter, clearly stating how you meet the criteria for the role. Please ensure you've read the top bullet points in the criteria: you must be a University of Edinburgh Student, and you must not hold the position of 'Resident Assistant' (Res Life) during your employment. If you encounter any issues when applying, please e-mail unitemps@ed.ac.uk well in advance of the deadline, as we will only respond within office hours (9-5, Monday to Friday). Applications received after the deadline will not be considered.
We recommend reading our short application tips document for guidance on creating a strong cover letter and CV.
Interviews will take place on the week commencing 31st March 2025.
The University of Edinburgh is committed to providing a positive employment experience for all students. To support students in combining work with studies, we strongly advise you do not exceed the University’s recommended number of working hours per week:
- 15 hours for undergraduate students (up to 35 hours during vacation).
- 15 hours for postgraduate taught students (all year round).
- 9 hours for postgraduate research students (all year round).
PLEASE NOTE: This advert may close early if sufficient applications are received prior to the closing date which is 23:59pm on the 19th March 2025. Apply for job