`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 contacts 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 YOU

We are looking for someone with experience working in IT Helpdesk with first line support experience. Clear and effective communication skills are required. Consistently displaying the highest standard of customer service, with a focus on accuracy. You will be required to manage your workload through prioritisation, time management, and organisational skills.

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 IT Analyst 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 UCL policy/process. To deliver this service it is key that excellent working relationships are built with internal and external stakeholders. If you need any further information regarding the role please email ISD.sdmanagement@ucl.ac.uk Duties and responsibilities • 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. • 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 customer 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 UCL specific 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 General • Follow and actively promote the UCL Ways of Working. • Carry out any other duties within the scope, spirit and purpose of the job as requested by the line manager. • This job description may be reviewed and be subject to amendment in consultation with the post holder.