Help Desk Operator

As a Helpdesk Operator, you will be the first point of contact for customers, addressing their everyday issues and queries via in-person interactions, email, or phone. Working within predetermined parameters and standard operating procedures, you will provide timely responses and escalate requests to the Team Leader when necessary. Your role will be deskbound, ensuring a constant presence at reception.

You will be responsible for accepting, sorting, and logging incoming post, including parcels, and distributing these to residents in accordance with established processes. Additionally, you will manage the distribution of keys to contractors and University contacts, maintaining accurate records and adhering to defined procedures.

Supporting the Residence Life Team Leader, you will follow up with customers to ensure that feedback, issues, and incidents are resolved to their satisfaction, communicating via phone, email, or in person as needed. Basic data entry related to check-ins and check-outs will also be part of your duties, along with accessing and interpreting information on Room Service to provide appropriate customer support.

You will contribute to the arrivals process by preparing for key collection, collating keys, cards, and welcome packs for distribution. Collaborating with team members, including Team Leaders, porters, and housekeepers, you will ensure that customer issues are resolved swiftly and efficiently. You may also assist in signposting residents to other University departments, such as Estates or Welfare.

In emergency situations, you will undertake any necessary supporting activities as directed by the Residence Life Team Leader or other senior team members. Your role is vital in maintaining a high standard of customer service and ensuring a positive experience for all residents.

You are a customer-focused individual with a strong ability to respond to everyday issues and queries at the Helpdesk. Your experience in providing support via in-person interactions, email, or phone demonstrates your excellent communication skills. You are comfortable working within predetermined parameters and standard operating procedures, ensuring a consistent and professional presence at reception.

Organised and detail-oriented, you have a keen sense of responsibility, maintaining accurate records in line with established procedures.

Your proactive approach enables you to effectively follow up with customers, ensuring that feedback and issues are resolved to their satisfaction. 

Committed to delivering a welcoming experience, you prepare for arrivals in accordance with standard operating procedures. You work collaboratively with team members, including Team Leaders, porters, and housekeepers, to swiftly resolve customer issues and signpost residents to other University departments when necessary.

In addition, you are prepared to assist in emergency situations, taking direction from the Residence Life Team Leader or other senior team members. Your dedication to providing outstanding customer service makes you a valuable asset to the team.