Helpdesk Adviser

3 weeks ago

Edinburgh, United Kingdom Queen Margaret University Full time

**The Helpdesk**

**Campus Services**

**Grade 4: £23,700 - £27,181 (with possible progression to £29,605)**

**Hours: 35.75hrs per week - 1 FTE**

**Contract Basis: Open Ended**

**Ref: CVHD035A**

**Start Date: Monday 5**th** August**

An exciting opportunity has arisen for a Helpdesk Adviser to join The Helpdesk, based in the Learning Resource Centre at Queen Margaret University.

The Helpdesk is the main point of contact for all Campus Services enquiries. The services provided by Campus Services are wide ranging with many delivered on a 24 hours a day, 7 days a week, 52 weeks a year basis. As a consequence, Campus Services staff have more day to day contact with other staff, students and visitors than most of the university which makes Campus Services well placed to deliver a truly customer focussed service.

Reporting to the Helpdesk Manager, you will be one of the main contacts for all Helpdesk enquiries and provide a consistent, professional customer focused service to all students and staff.

The Helpdesk deals with enquiries regarding IT, the Library, Estates & Facilities and Accommodation with a view to resolving them at the first point of contact.

You will be responsible for responding to enquiries reported to The Helpdesk and the life cycle management of these enquiries including directing of requests to appropriate departments for resolution, monitoring progress and keeping customers informed.

This role requires excellent communication skills and is focused on maintaining and improving the levels of service that Campus Services provides to students and staff.

Educated to at least highers level (or equivalent) with proven experience in working within a customer-focused environment, you should have excellent customer service and organisational skills, be able to work under pressure, have competent levels of IT technical skills, and be able to make quick and effective decisions.

In this role, you will form part of a team, on a rota covering full time hours during week days.

**The closing date for this position is 26**th** May 2024

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