The Professional Services (PS) Hub brings together key customer facing and transactional services across different functions; HR, Finance, IT & Business Operations. The PS Hub is committed to delivering high quality & efficient services, with a real emphasis on customer experience.
One Desk offers our customers a single point of contact for all PS Hub functions, responding to all enquiries via telephone, email and live chat. One Desk receives thousands of customer contacts on a daily basis, from UCL's students, staff members, suppliers and other partners. The team push to deliver timely and excellent advice to our customers, as well as striving to continuously improve and develop our services
About the role
As a One Desk Advisor for IT, you will provide 1st line advisory support to customers across a broad range of queries and processes, including supporting with complex IT case management, producing correspondence and handling customer queries, ensuring the ticketing system is being used and updated in a timely and accurate manner. You'll interact with customers using various communication channels such as our ticketing system, telephone and live chat. Through doing this, y ou will build excellent operational working relationships with stakeholders and colleagues, ensuring everyone receives excellent customer service delivery within the published service standards.
Where possible, and in line with agreed procedures, you'll provide first contact resolution, taking ownership of queries to point of resolution within relevant SLAs and UCL policy/process.
Your responsibilities will involve the following:
Take ownership of employee queries and see them through to resolution, with a keen focus on outstanding customer service, whilst following team ways of working.
Clearly understand and work within service delivery boundaries and published Tier 2/internal escalation routes
Collaborate and engage with the wider PS Hub community to provide a responsive, consistent, and forward-thinking service.
Be seen as an expert in general and UCL specific and relevant policies, processes, technology, and systems.
Develop effective, positive relationships with customers, departmental contacts, and PS colleagues to positively assist in meeting their business needs.
Provide a flexible working approach, with the ability to support the wider PS Hub teams when required.
Keep confidential records of customer interaction, transactions comments and complaints, using the tools provided.
Contribute to updating and maintaining training materials when requested.
In the event we get a high number of applications, we may close the advert early before the published closing date. As a minimum we will keep all adverts open for 2 weeks.
As an IT Support professional, you have experience working on an IT helpdesk providing 1st line support in a large and complex organisation. You're comfortable working within customer serviced focused practices and are able to communicate effectively and clearly in order to diagnose and resolve IT issues. You also consistently display the highest standard of customer service, with a particular focus on accuracy. Additionally, you're able to manage your workload through prioritisation, time management, and organisational skills.
You will also be able to demonstrate the following:
ITIL v3 foundation certificate or equivalent experience. Knowledge of ITIL processes and how they impact on the role of team, specifically incident management, problem management, and change management
Experience of using CRM/ Ticketing systems such as Remedyforce, to manage customer respondence
Experience managing own workload through effective prioritising, time management, organisational skills, and able to both motivate oneself and colleagues
Commitment to maintain and keep up to date with changes in technology, legislation and procedures relating to the role.
What we offer
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
Relocation scheme for certain posts
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.
Our commitment to Equality, Diversity and Inclusion
As London's Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world's talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL's workforce.
These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.