On‑Site IT Helpdesk Advisor – Milton Keynes

The Open University; Milton Keynes; On-site; GBP 27,000 - 30,000; Full time

Job summary

The Open University is seeking a Computing & Distribution Helpdesk Advisor in Milton Keynes. You will provide frontline IT support to students and staff, log enquiries, and liaise with distribution teams to ensure timely delivery of materials.

The role includes on-site work with occasional home-working weeks and a shift pattern. Essential criteria include helpdesk experience, customer service, strong communication, and ability to manage priorities under pressure.

Qualifications

• Experience of working in a Helpdesk or Service Desk environment.
• Proven customer service experience.
• Strong communication and multitasking abilities.
• Ability to use initiative and adapt to changing priorities.
• Competent with IT systems, browsers and MS Office.
• Ability to interact directly with students.
• Remain calm under pressure and exercise good judgement.

Responsibilities

• Provide frontline IT support via webchat, email, and phone.
• Record enquiries in the VOICE system.
• Coordinate with distribution centre teams and assist with order processing.
• Raise queries with delivery suppliers.
• Contribute to knowledge base and help train new staff.
• Attend meetings and represent the helpdesk.
• Develop relationships with stakeholders across the University.
• Assist with projects, pilots and testing.
• Handle day-to-day administration including reporting.
• Maintain up-to-date knowledge and skills.

Skills

Helpdesk experience

Customer service

Communication skills

Administration processes

Initiative & judgement

MS Office / IT basics

Job description

The Open University is seeking a Computing & Distribution Helpdesk Advisor in Milton Keynes. You will provide frontline IT support to students and staff, log enquiries, and liaise with distribution teams to ensure timely delivery of materials.

The role includes on-site work with occasional home-working weeks and a shift pattern. Essential criteria include helpdesk experience, customer service, strong communication, and ability to manage priorities under pressure.