Customer Support Representative - Helpdesk

Part Time Position 0.50 fte  on a rolling rota covering 7 days

• Provide 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, URSL staff and residents
• Assist the relevant manager(s) in the co-ordination and administration of on-site activities
• Monitor the Building Management Systems and Lift Monitoring System, reacting as appropriate to any alerts within agreed timescales

• Answer, input and allocate service requests accurately and in a timely manner and direct the appropriate personnel or sub-contractor to undertake tasks required
• Operate a computer-based facilities management database (currently QFM) 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

• Assist management with the online and telephone customer service auditing process, ensuring feedback is gathered in a professional and timely manner
• Liaise with Group Residence Managers, their staff and Maintenance to ensure residents are fully updated with the progress of their request, i.e. awaiting parts and temporary fixes

Outside of normal office hours, provide additional services, to include:

• Emergency cleaning
• Check ins and late arrivals
• Room temperature checks

• Identify improvement opportunities for the site and work in line with the Company ISO 9001, ISO
  14001 and OHSAS
  18001 commitments ensuring compliance and service excellence is achieved
• Undertake training as required
• Be responsible for signing out for, securely maintaining and returning safely, items such as keys, swipe cards and door access equipment
• Be prepared to work additional hours as and when the need arises, especially during the main student arrival and departure weekends
• Be flexible in providing cover at other halls, as required
• Other duties as commensurate with the post

• Follow company procedures and practices in respect of health and safety
• Undertake any health and safety related training that is required in relation to the role
• Undergo First Aid at Work training to administer first aid out of office hours to staff and residents
• Issue “site safety rules” out of office hours to sub-contractors
• You have a duty to ensure that you work safely and do not endanger yourself or anyone else by what you do, or fail to do, in the course of your work. You must cooperate with UPP on health and safety matters and comply with all UPP and local rules, and not interfere with or misuse anything provided for health, safety and welfare

• Previous helpdesk/customer service experience, working in a customer focused environment
• Excellent telephone manner and writing skills with the ability to communicate effectively (especially on the phone and via e-mail) with a wide range of people
• Ability to monitor and interpret data and have excellent attention to detail
• IT literate with good practical ability in MS Office (Outlook, Excel, Word etc) and database applications
• Good organisational skills and…