Service Desk Assistant

7 months ago


Wrexham, United Kingdom Glyndŵr University Full time

Reporting to the Service Desk Officer, the Service Desk Assistant will provide a welcoming, responsive, and professional customer service within the library and provide administrative assistance to the Service Delivery team as required.

The Service Desk is the first stop shop for WU Students and Staff on all aspects of Information Services (IT, Library, Academic Skills and Digital Learning). The Service Desk’s role is to enrich the user experience by providing fast and accurate information, advice and appointments in a friendly, welcoming and accessible environment where users can feel at ease and well supported.

You will be part of a friendly and proactive team, providing high quality front facing customer service within the Information Services. This will include using a ticketing system for Information Services issues and requests; using the library management system (Alma) to find and circulate learning resources; responding to enquiries face to face, by phone or online; operating equipment to support photocopying, printing, and binding; receiving monies for sales items and fines; tidying and reshelving books / journals.

To support administrative tasks, as and when required to ensure our users can access our services effectively and in a timely manner. Excellent IT skills including use of MS Office is required.

You will have excellent customer service skills and the ability to interact with a wide range of stakeholders at all levels. Customer service experience in a busy face-to-face customer service environment is essential.

The ability to cope with physical work, e.g., shelving books, manual handling, pushing trolleys, reaching high and low shelves is required.


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