About the role

The successful candidate will support frontline response to incidents raised to the Help Desk including fire, floods and other incidents likely to cause disruption.

They will provide first level response to customer feedback and this will typically involve working within predetermined parameters.

They will provide a high quality face-to-face, telephone and email technical service for customers seeking assistance with any aspect of the Estates and Campus Services functions.

They will prioritise incidents based on knowledge of the customer’s situation and an estimate of the number of individuals impacted, analyse symptoms, determine possible causes and propose workarounds or resolutions to restore service.

They will ensure that customers are satisfied with our response to queries, feedback and incidents, by either contacting customers in person or coordinating the Helpdesk team to do the same.

We are a small team of around 15 people and we work closely with other teams in Estates and Campus Services. We deliver an excellent customer service to our students, visitors and staff alike.

This is a permanent position which is available immediately

The role is Monday to Friday, with shifts covering hours between 8am - 6pm and is based on Central Campus.

About you

We are looking for a dedicated and customer-focused individual to join our Estates and Campus Services team as a Service Desk Coordinator. You will possess excellent communication skills and a proactive approach to problem-solving, ensuring a high standard of service delivery.

With experience in a customer service role, ideally in a management or supervisory capacity, you will thrive in a dynamic environment where teamwork and collaboration are essential. Your ability to handle complex enquiries with sensitivity and professionalism will be crucial in maintaining our commitment to exceptional service.

Familiarity with IT service management systems and a strong understanding of University policies will enhance your effectiveness in this role.

Additional information

Please evidence how you meet the essential criteria in the Job Summary Form, that we will use for shortlisting candidates for interview.

Contact:

Lisa Booker - [email protected] for any additional information

Applications for job share will be considered

The University of Leicester has been changing the world, and changing people’s lives, for 100 years. When you join us, you’ll become part of a community of Citizens of Change, which includes not only our staff and our current students but also thousands of Leicester graduates around the world.

As a diverse and forward-thinking employer, we embed the principles of equality, diversity and inclusion into everything we do. That includes not just our core missions of teaching and research, but also our support for staff, students and our local community through our values of Inspiring, Impactful and Inclusive.

We’re committed to the wellbeing of all our staff and to the sustainability of our environment, on our campus and beyond. We offer a competitive salary package, excellent pension scheme and a generous annual leave allowance, along with opportunities to develop your career in a supportive and collaborative environment.

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Service Desk Coordinator

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