Helpdesk and Business Support Assistant

The ability to speak Welsh confidently or the commitment to learn to a specified level to carry out certain tasks is essential for this post e.g speaking to staff and students, answering phone calls, dealing with urgent enquiries in Welsh.

Applications will also be considered to carry out this role on a job share.

Committed To Equal Opportunities

Overview

To provide a professional, high quality customer helpdesk and support service for the range of services provided by the Campus Services Department.

Purpose of the Job

To provide a professional, high quality customer helpdesk and support service for the range of services provided by the Campus Services Department.

Main

**Responsibilities**:

- To work as part of the Business Support section to ensure the provision of an efficient, effective and professional administrative and customer focused support service.- To work as part of a team of helpdesk operatives which will involve:- Providing accurate, valid and complete information, and directing to the most appropriate internal/external service provider for appropriate resolution.- Providing updates as appropriate to keep the customer informed of any issues.- Follow communication procedures, guidelines and policies.- Give management advance warning of possible problems areas.- Handle customer complaints and follow up with relevant staff to ensure resolution.- To handle staff, student and customer enquiries on any matters relating to the services provided by Campus Services, resolving problems where appropriate, taking accurate messages, following up and signposting more complex issues as appropriate.- To assist with the organisation and day to day operation of administrative processes and procedures within the department.- To communicate effectively with both staff and students and maintain effective working relationships with colleagues within the University, and any external body.- Deal with incoming mail on a daily basis and process accordingly.- Maintain filing systems and ensure information required by staff members and other stakeholders are available when required.- Maintain and update local systems, documents, spreadsheets etc as requested by the relevant staff member/Line Manager.- Update and monitor web-based information as required, including Campus Services web pages.- To undertake general administrative duties including: receipt and distribution of mail, drafting of standard correspondence including letters and reports, filing and photocopying, servicing meetings which will include the booking of meeting rooms and catering, preparing and issuing agendas, taking and typing up minutes and reception duties as required.- Administration duties relating to parking which will involve the sale of permits to staff, students and contractors, both in person and via an online shop, and upkeep of relevant databases/spreadsheets.- Diary management for senior members of staff and if/as required, the booking of accommodation and travel arrangements.- Appropriately safeguard sensitive information and treat all information as confidential until advised otherwise, developing systems as required for such purposes.- To be flexible in providing administrative support to any section from time to time as directed.- To actively support new ways of working and continuous improvement within the department to provide a high quality, professional, consistent, and cohesive provision to enhance service delivery and customer experience.- The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grade of the post. You may be required to undertake other responsibilities and training as requested by your line manager appropriate to your grade.Other

**Responsibilities**:

- The post holder will be expected to follow sectional and departmental policies and procedures at all times.- The post holder will be expected to participate in performance review and developmental activities.- The post holder will be expected to comply with the University’s equality policies and statements, Dignity at Work and Study Policy and the University’s Welsh Language Scheme.- The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for him/her self and for other members of staff, students and visitors affected by his/her actions or inactions. The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.- The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their posts.- A flexible approach to working within a busy professional environmentPerson Specification
- Qualifications/Training_

Essential- Experience/Knowledge_

Essential
- Good org