Information and Support Assistant (EdHelp)

Edinburgh, Scotland, United Kingdom

8/13/2025

Job Description

Information and Support Assistant (EdHelp) (2 posts)

Post 1: Mon 10am-7pm; Tue; 9-3pm; Wed 11am-7pm; Sun 12pm-5pm (25 hrs per week). Based in the Main Library

Post 2: Mon-Fri 9am-2pm (25 hrs per week). Based in the Noreen and Kenneth Murray Library, King’s Buildings

EdHelp is the University’s student enquiry service in the areas of Library, IT, Student Finance and Student Administration. The service is offered in-person by the EdHelp team who also provide an online service.

The in person EdHelp service desks are located in the University’s libraries. Staff in the advertised posts will act as a first point of contact for student enquiries within EdHelp’s domain (Library, IT, Student Finance, Student Administration), offering face-to-face and online help and information and resolving queries.

What We Can Offer You

• A competitive salary at Grade UE04: £26,093 - £28,778 per annum (pro-rata as part-time).
• A chance to improve student experience by delivering high quality support in the areas of Library, IT, Student Administration and Student Finance.
• Generous annual leave allowance of 40 days per year (inclusive of festive closure days).
• Highly competitive defined-benefit pension scheme with a substantial employer contribution.
• A range of flexible working options to help prioritise work/life balance.
• A day of paid leave annually for your chosen volunteering activity.
• Access to excellent online learning and a Staff Scholarship fund.
• Varied staff discounts, family-friendly initiatives , support for staff wellbeing and more.
  
  

Use our reward calculator to find out the total value of the pay and benefits for this role.

What The Job Involves

• Providing frontline support to students, staff and visitors of the University across a range of services including Library, IT, Student Finance and Student Administration.
• Giving excellent customer service while offering face-to-face and online help and information to users.
• Resolving user queries whenever possible, passing on those which require more specialist help.
  
  

View the full job description and snapshot of a typical day. (Opens in a new window)

A Bit About You

• You will be customer focused with proven customer service skills.
• You will have strong IT skills with an ability to quickly learn new IT applications and business systems in order to support users and resolve common issues.
• You will be able to demonstrate proven communication and interpersonal skills.
• You will have problem solving skills and be accurate and methodical.
• You will be able to manage a high volume of enquiries both face-to-face and online.
• You will have the ability to work both in a team and independently, be able to adapt to change and to work flexibly in order to respond to shifting service needs.
  
  

Application Procedure

Covering Letters must be attached when applying for this role and in your Covering Letter please specify preference of Post 1 or Post 2 or state that you are applying for both.

We welcome informal enquiries about the role – to find out more please email Miruna Cuzman, EdHelp Service Delivery Manager at [email protected]

The University is committed to equality, diversity and inclusion. If you have the right skills for the job, we want to hear from you. We encourage applications from the right candidates regardless of age, gender identity, disability, sexual orientation, religion, belief or race.

Prior to any employment commencing candidates will be required to evidence Right to Work in the UK.

The University is unable to sponsor the employment of international workers in this role. International applicants will therefore be unable to apply for and secure a Skilled Worker visa. They will only be able to take up this role if they can demonstrate an alternative right to work in the UK.

To apply, upload a CV and cover letter before 26 August 2025.

Interviews will be held in-person in late August/early September.