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One Desk IT Advisor

On-site in London·Added today (last checked 2 Nov)

University College London

128 open roles

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Our summary

Work mode: On-site, London
Holiday: 41 days holiday
Commute: Cycle to work and season ticket loan

Skills

Requirements

What we're looking for

Proven experience providing 1st line IT support in a large, complex organisation across diverse services
Hands-on experience using CRM systems, such as Salesforce, ServiceNow or RemedyForce
Specialist knowledge of student record-keeping and the student lifecycle in a Higher Education setting, particularly SITS (or equivalent) systems
Demonstrated experience in a contact centre or customer-focused setting, advising on IT queries and processes with high accuracy
Strong organisational skills with meticulous attention to detail and accuracy
Proactive problem-solving skills, with the ability to think critically and offer practical solutions
Ability to convey complex information clearly to audiences with varying levels of understanding
Excellent written and verbal communication and interpersonal skills, with a tactful and diplomatic approach
A team player who works collaboratively to meet service standards and team objectives
High adaptability to change and a commitment to keeping up with technological advances
A commitment to the UCL Ways of Working: delivering work to agreed standards, understanding and valuing other people's perspectives, and taking responsibility for your work and outcomes

Pay & benefits

What you'll get

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:

41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
Additional 5 days' annual leave purchase scheme
Defined benefit career average revalued earnings pension scheme (CARE)
Cycle to work scheme and season ticket loan
Immigration loan
Relocation scheme for certain posts
On-Site nursery
On-site gym
Enhanced maternity, paternity and adoption pay
Employee assistance programme: Staff Support Service
Discounted medical insurance

Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more.

The role

You're an organised, detail-focused service desk professional who enjoys solving problems and explaining complex things clearly. You're a natural team player, adaptable to change, and committed to excellent customer service.

As London's Global University, we know diversity fosters creativity and innovation. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.

We particularly encourage applications from candidates underrepresented in UCL's workforce, including those from Black, Asian and ethnic minority backgrounds, disabled people, and - for Grade 9 and 10 roles - women.

What you'll do

We're looking for a highly skilled, customer-focused One Desk IT Advisor to join us at the heart of our shared services division. You'll provide professional, accurate and efficient help across a wide range of queries and processes, making a real difference in an innovative and dynamic environment at a leading Higher Education institution.

The One Desk IT service handles an average of 20,000 customer contacts a month. Only around a third are escalated, and the majority are resolved by our team. We work to a 24-hour response SLA, so strong organisation and a proactive approach to problem-solving are essential.

Resolving queries at first point of contact wherever possible, within agreed SLA standards, via telephone, email, live chat, ticketing systems and walk-ins
Taking ownership of staff and student queries through to resolution, combining an outstanding customer experience with IT technical expertise
Providing technical support for IT systems, the SITS student record lifecycle and other equivalent databases
Becoming a go-to expert on UCL-specific guides, processes, technologies and systems, and giving customers accurate guidance
Working within service delivery boundaries and escalating to Tier 2 only when required
Managing front desk locations and providing in-person customer service on campus a few days a week, according to business needs
Keeping accurate, confidential records of customer interactions, comments and complaints
Suggesting improvements to processes and training materials when asked
Building positive working relationships with internal and external stakeholders, including the wider ISD community
Collaborating with colleagues to meet service standards and department goals, and keeping up to date with technology, procedure and policy changes

About University College London

Industry: Higher Education

In their own words

About the company & team

UCL is London's Global University, and the Professional Services (PS) Hub is the team that keeps much of it running day to day. The Hub brings together customer-facing and transactional services from HR, Finance, IT and Business Operations. It is committed to delivering high-quality, efficient services, with a real emphasis on customer experience.

At the centre of the Hub is One Desk, a single point of contact for all PS Hub functions. We respond to enquiries by telephone, email and live chat from UCL's students, staff, suppliers and partners, with thousands of contacts every day. Our team works hard to give timely, excellent advice, and we never stop looking for ways to improve and develop our services.

Applicants should also familiarise themselves with UCL's policies on: Prevention of Bullying, Harassment and Sexual Misconduct Policy and Personal Relationships Policy.

All open roles at University College London