One Desk Advisor: IT Support & First-Contact Expert

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

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.