Helpdesk Administrator

3 weeks ago

Exeter, United Kingdom UPP Ltd Full time

To provide a high standard of customer service to student and other customers, University partners, sub-contractors and UPP team members.

To deliver a premium reactive service outside of normal working of hours.

Here at UPP Exeter we currently have a fantastic opportunity for a Helpdesk Administrator to join our team.

This is a permanent, part
- time position working 30 hours per week based on 5 x 6 hour day shifts - some flexibility can be considered. The salary is £18,542 (£23,178 pro rota). The role is based on the University of Exeter campus.

Role responsibilities include:

- Providing a professional and customer focused first point of contact, keeping accurate records and responding appropriately to all requests, in line with Company procedures and required response times
- Liaise, as necessary, with the University client, sub-contractors, staff and residents
- Assist the relevant manager(s) in the co-ordination and administration of on-site activities
- Operate a computer-based facilities management database (currently Planon) monitoring all reactive work and planned maintenance
- In line with the Service Level Agreements, make decisions regarding service delivery and the priority of work, monitoring and escalating issues where appropriate
- Fully maintain and update helpdesk records in an accurate and timely manner for both reactive and planned incidents
- Assist in the production of day to day operational reports/performance statistics and monthly management and client liaison reports
- Work closely with the helpdesk management team to proactively manage service events to minimise service event failures and unavailability

We truly care about the experience of our residents and invite you to join our friendly team and help make a positive difference to students living away from home in our accommodation.

We are looking for you to have some experience in a customer focussed environment and ideally experience of helpdesk or similar work. You will have good IT literacy, great communication and organisation skills, along with an attention to detail and the passion to ensure your team always does an excellent job.

You will also be flexible to work (with notice) additional hours when the needed, especially during the main student arrival and departure weekends.

What we offer:
In return, we are offering a fun and interesting environment to work in with a competitive salary and a great benefits package which includes 25 days holiday plus bank holidays (pro-rata), life insurance, pension, cycle to work scheme, as well as access to our UPP Rewards portal, offering discounts from a variety of retailers, restaurants gyms and more.

We also give two paid volunteering days each year to support a charity of your choice.

Our people are at the heart of how we operate and we welcome everyone who shares our values, regardless of background or identity.

Valuing our differences is what makes UPP a growing success and allows everyone to come to work feeling valued and supported.

Investors in People is an accreditation that is granted to organisations that demonstrate a clear commitment to the people who make up an organisation. Only 17% of accredited UK organisations meet the gold standard, so as a company we are extremely proud and excited to hold this award.

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