One Desk IT Analyst (Fixed Term Contract) London, England
Job description
About us
The Professional Services (PS) Hub brings together key customer facing and transactional services across different functions; HR, Finance, IT & Business Operations. The PS Hub is committed to delivering high quality & efficient services, with a real emphasis on customer experience.
One Desk offers our customers a single point of contact for all PS Hub functions, responding to all enquiries via telephone, email and live chat. One Desk receives thousands of customer contact on a daily basis, from UCL’s students, staff members, suppliers and other partners. The team push to deliver timely and excellent advice to our customers, as well as striving to continuously improve and develop our services.
About the role
The PS Hub is currently recruiting for a 1st Line Support IT Analyst for our One Desk team on a 12-month fixed term contract basis.
As an IT Analyst for One Desk, you'll provide a professional 1st line advisory service to customers across a broad range of queries and processes, including supporting with complex case management, producing correspondence and handling customer queries. You will interact with customers using various communication channels, such as our ticketing system, phone calls and live chat. Where possible, and in line with agreed procedures, you will provide first line support contact resolution, taking ownership of queries to the point of resolution.
Additionally, you'll take responsibility for managing and dealing with contacts that are assigned to you via our ticketing system, ensuring that accurate and customer focused responses are given within relevant SLA’s and within UCL policy/process. To deliver this service it is key that excellent working relationships are built with both internal and external stakeholders.
Your responsibilities will involve the following:
- Provide 1st line support to users on services which are available to them and underpinning systems, products and services across all ISD services, identity, access and resource administration.
- Clearly understand and work within service delivery boundaries and published Tier 2/internal escalation routes
- 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
Job Ref:B01-03407
Closing Date: 26-06-2023 – 23:59 (UK time)
About you
As an IT Helpdesk professional, you have experience delivering 1st line IT support and have clear and effective communication skills with the ability to consistently display the highest standard of customer service, with a focus on accuracy. Additionally, you're able to manage your workload effectively through utilising your prioritisation, time management, and organisational skills.
What we offer
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:
- 41 Days holiday (27 days annual leave 8 bank holiday 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
- Immigration loan
- Relocation scheme for certain posts
- On-Site nursery
- On-site gym
- Enhanced maternity, paternity and adoption pay
- Employee assistance programme: Staff Support Service
- Discounted medical insurance
Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more.
Our commitment to Equality, Diversity and Inclusion
As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce.
These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.
