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.