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Helpdesk Adviser

The Open University - Learner and Discovery Services

Location: Milton Keynes
Salary: £23,487 to £26,341
Hours: Full Time
Contract Type: Permanent
Placed On: 23rd June 2022
Closes: 7th July 2022
Job Ref: 19924
 

Closing Date: 7 July 2022 - 12:00

Office based in Milton Keynes - No remote working

Change your career, change lives

Learner and Discovery Services (LDS) is an award-winning unit of The Open University responsible for the production and delivery of the University’s curriculum; it also has a central role in the design of learning materials.

The role

The role of a Flexible Computing & Distribution Helpdesk Adviser is to provide support and resolve customer queries both internal and external.  Be able to deal with changing forms of contact to include telephony, email, web chat and social media.  Record all contact via The Open University systems for analysis and review of trends.  Work with other areas of the University to resolve computing queries impacting on customers and colleagues within the University.  Be the conduit between the customer and non-customer facing areas.

A DBS check will be part of your onboarding.

Skills and experience

  • Minimum GCSE standard of education including English Language and Maths or equivalent
  • Experience of working in a Helpdesk or Service Desk environment ideally providing Computing or IT support and or experience of a customer facing environment
  • Knowledge of major operating systems, web browsers and Microsoft Office 365 products
  • Ability to co-ordinate data with attention to detail
  • Awareness of GDPR and security
  • Experience of communicating effectively with various stakeholders and being able to log detailed interactions
  • Experience in troubleshooting or providing a workaround when software fails to install or run
  • Ability to be flexible, adaptable and proactive assisting other colleagues and tasks
  • Work as part of a team co-ordinating workloads with colleagues, management and customers
  • Ability to cope with a steady volume of work in an organised manner

The full summary of duties and skills required for the role can be found within the Job Description.

If you would like to discuss the particulars of this post before making an application, email Tracey Hawker at Resourcing-Hub@open.ac.uk, quoting refence number 19924.

What you get in return

We have a strong commitment to providing training and development in and beyond your current role. This includes thorough induction into the organisation and regular reviews of your training and development needs.

We also offer a great range of benefits that support our employees and their families for the long term. Staff Benefits include an attractive pension proposition and 30 days holiday per annum pro rata, plus Bank Holidays and Christmas closure days.

How to apply

This role is part of an anonymous recruitment trial and all applications are completed online following the instructions below and clicking the “Apply Now” link. This application can only be completed through the OU Jobs Page.

To apply for this role please submit the following;

  • Completed Candidate Question Sheet (found under the attachments below)

Please do not change the name of this document or put your name on the document.

If your initial application is successful, we will contact you to obtain a copy of your CV. You will only be invited to interview if you meet the minimum requirements of the role as set out in the Job Description.

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