One Desk Advisor

UCL; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

UCL is seeking a One Desk Advisor to provide professional IT support across a broad range of queries, including complex case management and correspondence. You will work through ticketing, phone and live chat to deliver timely, accurate advice.

Take ownership of queries, aim for first contact resolution, follow SLA guidelines and established processes, and build strong relationships with customers and internal stakeholders to ensure seamless IT service delivery.

Qualifications

• Experience in providing IT support in a large complex organisation.
• ITILv4 foundation certificate or equivalent; understanding of incident, problem, change management
• Experience with customer-service in a large, complex organisation.
• Experience using RemedyForce to manage customer correspondence.
• Ability to provide accurate advice in a fast-paced environment.

Responsibilities

• Respond to queries across multiple channels within SLA, resolving at first point of contact where possible.
• Own employee queries through to resolution with a focus on outstanding service.
• Work within service delivery boundaries and escalation routes.
• Collaborate with the PS Hub community to provide a responsive, consistent, and forward-thinking service.
• Be seen as an expert in policies, processes, technology and systems.
• Develop positive relationships with customers and internal stakeholders to meet business needs.
• Provide flexible support to wider PS Hub teams.
• Utilise training materials to resolve queries and update them when requested.
• Keep confidential records of customer interactions using the tools provided.

Skills

Communication skills

Empathy

Analytical thinking

Problem solving

Time management

Prioritisation

Attention to detail

Team player

Customer service

Education

ITILv4 Foundation Certificate

Lean Six Sigma

CIPD qualification

Tools

RemedyForce CRM

Job description

Main purpose of the job:

• Provide a professional advisory service to customers across a broad range of queries and processes, including supporting with complex case management, producing correspondence and handling customer queries.
• Interact with customers using various communication channels, such as ticketing system, phone calls and live chat.
• Where possible, and in line with agreed procedures, the One Desk Advisor will provide first contact resolution, taking ownership of queries to point of resolution.
• Take responsibility for managing and dealing with contacts that are assigned to them, ensuring that accurate and customer focused responses are given within relevant SLA's and within client's policy/process.
• To deliver this service it is key that excellent working relationships are built with internal and external stakeholders.

Duties and responsibilities:

• Respond to all queries within agreed SLA's, resolving at first point of contact where possible via multiple channels such as telephone, email and chat to enhance the customer service experience.
• 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
• To 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 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
• Utilise training materials to provide query resolutions
• Keep confidential records of customer interaction, transactions comments and complaints, using the tools provided
• Provide a flexible service, and implement agreed modifications or workarounds where appropriate
• Contribute to updating and maintaining training materials when requested
• Special working conditions. You may be required to work a shift pattern outside of standard office hours as a condition of this post. The precise hours and pattern of the shift will be determined by your line manager after consultation with you.

Essential Criteria:

• Experience in providing IT support in a large complex organisation and across a range of services
• ITILv4 foundation certificate or equivalent. Knowledge of ITIL processes and how they impact on the role of the team specifically incident management, problem management and change management
• Proven experience and working knowledge of customer service focused practices, within a large complex organization.
• Experience of using a CRM system, such as RemedyForce, to manage customer correspondence
• Experience providing high quality and accurate advice in a fast past customer focused setting

Skills and abilities:

• Commitment to maintain and keep up to date with changes in technology, legislation and procedures relating to the role.
• Proven experience of a consistently high level of accuracy and attention to detail
• A team player, able to meet service standards at a personal, team and department level
• Proven experience of managing own workload through effective prioritising, time management, organisational skills, and able to both motivate oneself and colleagues
• The ability to communicate effectively, have empathy with, and relate to a customer,providing logical and accurate advice.
• Experience of and ability to explain policy/process/technology usage to a range of customers
• Good analytical and problem-solving skills, with a drive to use own initiative

Desirable Criteria:

• Customer Service training or qualification
• Lean Six Sigma certified or similar qualification
• ITIL qualified
• CIPD qualified