STUDENT STAFF IT SUPPORT

Hourly Rate £12.45 per hour (plus holiday pay) total £13.95 per hour 

The Post

The post holder will join the Kent Union IT Support team, assisting with day-to-day technical support for staff at the Mandela building, remotely for hybrid workers, and our KSU outlets across campus. Duties will include first-line IT troubleshooting, supporting IT and other systems under the technology remit, User Account and Asset administration, and helping users with technical queries via Helpdesk. No formal training is offered, but you will be coached by the other members of the team who will be on hand to support you. Staff will have the opportunity to develop new IT skills while supporting the your colleagues across the Union, and work on some of our wider projects around AI and Data .

The Person

The post holder will be a motivated and adaptable individual who enjoys solving problems and supporting others. You do not need to have extensive IT experience to apply — what matters most is enthusiasm, willingness to learn, good problem solving abilities, and a positive approach to customer service.

We are looking for people who can demonstrate the following:

• Problem-Solving: Able to take a logical, step-by-step approach when faced with technical challenges.

• Communication: Can explain technical information clearly and simply to people with little IT knowledge.

• Customer Service & Teamwork: Friendly, approachable, and reliable when supporting others, with a focus on providing excellent service.

• Learning & Adaptability: Willing and able to learn new IT systems quickly and apply this knowledge in practice.

• Inclusivity & Accessibility: A positive and supportive attitude to working with diverse users, including those with accessibility needs.

• In addition, applicants may have experience in one or more of the following (not essential):

• Data analysis or automation (e.g., Excel, Power BI, Power Automate)

• AI / Web development or managing CRM systems (e.g., HTML, CSS, JavaScript, web platforms, Open AI)

Kent Students’ Union (KSU) provides wide-ranging services to the 19,500 students of the University of Kent. The Union turns over £12million per annum and employs 500 staff and 2,000+Volunteers. We achieved Investor in People Gold status in December 2011, and recently won a Third Sector Excellence Awards 2012; we were the first students’ union in the UK to achieve Investing in Volunteers status and we have been included in the Sunday Times 100 Best Not-For-Profit Organisations to Work For, for 11 years, achieving 17th place in 2020. We enable staff to balance their life and work through cutting-edge policies and offer excellent opportunities for professional development. We are committed to equality of opportunity and welcome applications from all sections of society.

THE ROLE

Job Description: IT Support Assistant

Department: KSU Technology

Reports to: Head Of Technology

Role Purpose: Provide friendly, effective first-line technical support to students and staff across Kent Students’ Union.

Post holders will assist with troubleshooting IT issues, supporting the setup and smooth running of hardware and software, and helping users make the most of available systems and technology.

This is a hands-on, developmental role that offers experience in technical support, customer service, and digital systems. Student IT Support Staff will work collaboratively within the Technology team, ensuring all users receive clear, accessible, and professional support.

The role aims to:

Develop students’ practical IT and communication skills.

Support the delivery of excellent, inclusive, and responsive IT services.

Build confidence in diagnosing and resolving a range of technical issues.

Contribute to a positive and professional user experience across Kent Students’ Union and the wider campus.

Duties and Responsibilities:

Financial Responsibilities

Take careful responsibility for Union and University equipment, ensuring that IT resources are used appropriately and stored securely.

Follow asset management and loan procedures when signing equipment in or out.

Expected to report any faults, losses, or damage promptly to the IT Services team.

People Responsibilities (if any)

They will work collaboratively as part of the Kent Union IT Services team, supporting staff, students, and event users.

Expected to demonstrate professional communication and teamwork, especially when assisting others with technical issues under time pressure.

Will contribute to a positive, inclusive, and supportive team culture, showing respect for colleagues and users at all times.

Will occasionally assist in supporting or guiding new staff members during training or induction.

Operational Duties

Provide first-line IT support to Kent Union staff, students, and event users.

Assist with troubleshooting technical issues, including hardware, software, connectivity, printing, and user access problems.

Support event and meeting setups, including laptops, projectors, displays, microphones, and hybrid (Teams/Zoom) setups.

Escalate complex or unresolved issues to the IT Services team / Third Parties in a timely manner

Help maintain IT and AV equipment, ensuring it is stored securely and kept in good working order.

Keep accurate notes or documentation of support tasks as directed (e.g. in ticketing, asset management, or Wiki systems).

Follow all health and safety procedures when handling electrical, IT, and AV equipment.

Take part in training to develop and maintain IT and customer service skills.

Expected Behaviours

Deliver excellent customer service — be friendly, patient, and professional when supporting staff, students, and visitors.

Communicate clearly and respectfully, adapting language for different levels of technical understanding.

Work collaboratively within the IT Services team and with other departments, offering help and sharing knowledge where needed.

Demonstrate reliability and accountability, including attending shifts on time, following procedures, and completing assigned tasks.

Take initiative and show curiosity when learning new systems or solving technical problems.

Be proactive in learning and development, taking part in training and applying new skills in practice.

Maintain confidentiality and data security when handling IT systems or user information.

Represent Kent Students’ Union positively, upholding its values and maintaining a safe, supportive, and welcoming environment for all.

Summary of terms

• A Minimum of 2 shifts per week, approx. 6-8 hours but maybe more depending on the needs of the organisation

• This post will be based at University of Kent, Canterbury Campus.

• The role is predominantly during term time, but we are experiencing more demand out of term time to provide support to the rest of the organisation and update systems.

This job description does not form part of the contract of employment.

WHAT WE’RE LOOKING FOR

Person Specification

Essential requirements should be demonstrated before appointment and maintained in post. Desirable elements should be developed and maintained once in post as needed.

Qualifications Essential Desirable Tested at Interview Tested at application

No formal qualifications required

Studying a course related to IT, Computing, Engineering or a technical subject 

Experience

Experience helping or supporting others in any context (e.g. societies, customer service, peer support) 

Experience communicating with people of different technical abilities 

Experience of teamwork and communication in any setting, e.g., study, work, volunteering

Experience using IT systems such as Microsoft Office, email, or shared drives 

Demonstrated ability to problem-solve or think logically in pressured situations 

Examples of being adaptable and quick to learn new skills 

Prior experience providing IT, technical, or AV support 

Knowledge

Basic understanding of IT systems (hardware, software, Wi-Fi, printing)

Knowledge of Power Platform tools (Excel, Power BI, Power Automate) or basic coding/web skills (HTML, CSS, JavaScript) 

Skills and Abilities

Ability to solve technical problems logically and calmly 

Ability to explain technical issues in clear, simple terms 

Good communication and interpersonal skills 

Ability to work well both independently and as part of a team 

Ability to learn new systems and procedures quickly 

Values & Behaviors

Enthusiastic and motivated with a positive attitude 

Reliable, punctual, and professional 

Inclusive and supportive when working with others 

Committed to delivering excellent customer service

THE IMPORTANT HR BIT

Summary Conditions of Appointment

Salary

Current rate of pay for position is £12.45 per hour (plus Holiday Pay). 

Probationary arrangements

This post is subject to a 9-month probationary period.

Notice Period

The notice period for this position is four weeks.

Holiday Pay

You are paid your basic hourly rate plus your holiday pay, which gives your total hourly rate (this is known as ‘rolled-up holiday pay’).

Pension

The post holder is entitled to join Kent Union’s Career Average Related Earnings (CARE) pension scheme with PensionsPlus (salary sacrifice), in which Kent Union contributes 16% and employees contribute 6% of salary. Alternatively, the post-holder can join a personal pension scheme through Scottish Equitable, in which Kent Union contributes 6% and employees contribute 3% of salary.

Hours of Work

Approx. 6-8 hours per week. More as required by the needs of the organisation.

Work-Life Balance

Kent Union is committed to facilitating a healthy work-life balance and has cutting edge flexible working policies, including extensive maternity, paternity and grand-parent leave; generous adoption and parental leave entitlement; facilities for sabbatical leave; the option to work from home on occasion and time off for volunteering.

Equality of Opportunity

Kent Union is committed to the principles of equality of opportunity and will endeavour to meet the needs of any candidate who fulfils the requirements of the person specification

Further Information

If you require further information, please contact Marco Orlando, Head of Technology on 01227824834 or email m.orlando@kent.ac.uk or visit https://www.kentunion.co.uk/careers/.

Applications

To apply please complete an application form on our recruitment portal on our careers page www.ksu.co.uk/careers. Please ensure to pay attention to the job description and person specification and add as much detail as possible about your experience to support your application.

Closing date for applications: 10/11/2025

Interviews will be held on: 17/11/2025 & 18/11/2025