CSF-1070-25 - Assistant Technician (Facilities)

University of Kent; Canterbury; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

The University of Kent is seeking an Assistant Technician to join their technical services team. This role focuses on delivering excellent customer service and technical support to staff and students. The ideal candidate will have a background in customer service and technical environments, with strong IT skills. The position offers a supportive working environment and various employee benefits, including hybrid working options and generous leave.

Benefits

Hybrid working options

43 days' leave per year

Excellent pension scheme

Corporate healthcare plan

Qualifications

• Educated to GCSEs (A-C) or NVQ level 2.
• Proven experience in a professional customer service environment.
• Experience in a Technical or Facilities environment.

Responsibilities

• Act as the first point of call for technical and facilities related enquiries.
• Provide technical support under supervision.
• Monitor email traffic and provide statistical analysis.

Skills

Customer service

Technical support

IT skills

Education

GCSEs (A-C) including Maths and English

NVQ level 2

Tools

Outlook

Excel

Word

Job description

Do you have proven work experience in professional customer service within a Technical or Facilities environment? If so this role could be ideal.

Working as part of a technical services team the Assistant Technician will help provide a technical support service for staff and students across all Schools. With a focus on maintaining customer service the role holder will support the delivery of timely and effective teaching and research support to students, academic and research staff and visitors to the School. The role holder will work to deliver excellent customer service and will be the initial point of contact for enquiries. The role holder will be required to work cohesively as part of a busy team to deliver a professional customer-focused service at all times. The Technical Assistants work alongside Specialist Technicians to provide cover between 8am – 5pm, Monday to Friday. The role holder will take ownership of enquiries and will prioritise requests in a transparent and open manner, following up requests with more senior members of staff and ensuring customers are kept informed of progress. The Assistant Technician will work primarily under supervision and through training, will solve simple technical problems and will continuously look to improve systems through monitoring and end user interaction.

As an Assistant Technician you can expect to be involved in:

• Act as the first point of call for all Schools technical and facilities related enquiries. Delivering excellent customer service and taking ownership of enquiries and ensuring the customer is kept informed of progress.
• Under supervision provide technical support to customers to solve simple technical problems. Refer unusual or non-routine to more senior staff and provide assistance to senior staff who are supporting more complex equipment.
• Handle the Technical Facilities email account, utilising Topdesk to monitor email traffic and provide statistical analysis on the quantity of emails, email types and response times.
• Liaise with Engineers and external contractors. Ensure contractors follow the Universities signing in procedure and that they are appropriately supervised in hazardous spaces.

What will you bring to the role?

• Educated to GCSEs (A-C), including passes in Maths and English or NVQ level 2. Alternatively learning gained through relevant work experience.
• Proven experience of working in a professional customer services environment
• Experience of working in a Technical or Facilities environment
• Good IT skills and experience in particular use of Outlook, Excel and Word

What we can offer in return:

As a member of our team, you can expect a friendly, open and collaborative working environment and support in your development and wellbeing. You'll enjoy a range of great staff benefits including:

• Hybrid working options allowing a flexible blend of office and home working (to be agreed in line with business needs)
• 43 days' leave per year (personal leave, bank holidays and additional days allocated for the Christmas period, pro rata for part-time staff)
• Excellent pension scheme with generous employer contributions
• Corporate employee-funded healthcare plan, in partnership with Benenden Health

For more information about what you can look forward to if you join us, visit our dedicated webpage: Working at Kent

We are ambitious for our people, our communities and the region we serve – join us in making the world a better place. Visit our website for more on who we are: http://www.kent.ac.uk/about/

Please see the links below to view the full job description and to apply for this post. For further information regarding the application process, please contact [e-mail] quoting reference number CSF-1070-25

*Occasionally we may need to close a vacancy before the published deadline due to a high number of applications being received, therefore we strongly advise you to submit your application as soon as possible. (All vacancies will be open for at least one week.)

We prioritise applications from current University of Kent redeployees. We will let you know if this post is to be filled by a redeployee as, in this instance, your application will unfortunately not be taken forward.

Applications must be made via the University’s online application system; CVs or details sent directly to the department or via email cannot be considered.

The University of Kent values diversity and promotes equality at all levels.