On-site One Desk Advisor - IT -

UCL Eastman Dental Institute; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading university dental institute is seeking a One Desk Advisor for IT support at their King's Cross and Bloomsbury campuses. The role involves providing first-line support, troubleshooting IT issues, and ensuring excellent customer service through various communication channels. The successful candidate will be resourceful and experienced in IT, with a strong focus on high-quality service delivery.

Benefits

41 Days holiday (27 days annual leave, 8 bank holidays, and 6 closure days)

Additional 5 days’ annual leave purchase scheme

Defined benefit pension scheme (CARE)

Cycle to work scheme

Relocation scheme for certain posts

On-site gym

Enhanced maternity, paternity, and adoption pay

Employee assistance programme

Qualifications

• Experience in IT support within a large or complex organization.
• Excellent communication skills for explaining technical concepts.

Responsibilities

• Provide first-line support for IT and system-related queries.
• Resolve issues and manage complex casework, ensuring compliance with service-level agreements.
• Support customer interactions through various channels.

Skills

Customer Service

IT Support

Problem-Solving

Communication

Tools

Microsoft Office

Azure

Active Directory

Salesforce

ServiceNow

SITS

Job description

Social network you want to login/join with:

Please note this role is on-site five days per week within our offices in King's Cross/St Pancras. This role has four vacancies available.

As a One Desk Advisor – IT, you will play a vital role in providing first-line support for a wide range of IT and system-related queries. This is a fast-paced and customer-oriented position where you will respond to enquiries through various channels, including telephone, email, live chat, and in-person at our King’s Cross and Bloomsbury campus locations. The role involves delivering clear and accurate advice, troubleshooting issues, and resolving queries at the first point of contact whenever possible. You will also be responsible for managing complex casework, maintaining accurate records, and ensuring that your work aligns with our policies and service-level agreements. In this role, you will contribute to handling over 20 customer interactions each month, helping to ensure our services run smoothly and efficiently. Working collaboratively with colleagues across the institution, you will help develop and sustain effective relationships that support both individual and organisational success.

About you

You are a resourceful and customer-focused individual with a solid background in IT support and a strong interest in delivering high-quality service. With experience in a large or complex organisation, you are confident in managing IT-related queries and using systems such as Microsoft Office, Azure, Active Directory, and CRM platforms like Salesforce or ServiceNow. Ideally, you will have knowledge of higher education environments and student information systems, particularly SITS. Your communication skills are excellent, allowing you to explain technical concepts clearly and effectively to a wide audience. You approach challenges with a positive, problem-solving mindset and are comfortable adapting to new technologies and procedures. Above all, you bring a collaborative spirit and a strong commitment to creating a helpful and supportive experience for everyone who contacts One Desk.

What we offer

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

• 41 Days holiday (27 days annual leave, 8 bank holidays, 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
• On-site gym
• Enhanced maternity, paternity, and adoption pay
• Employee assistance programme: Staff Support Service