When you join USS, the size and scale of our pension scheme means you will have numerous opportunities to learn and develop your career. Given our size you'll have real autonomy and influence as you collaborate closely with a wide-ranging team of experts.
About the role
In your role as Customer Services Technician you will make a meaningful and valued contribution from the outset. This role will provide a great opportunity to be the first point of contact for logging and resolving technical queries and incidents via telephone, walk up and direct to the ITSM portal, working closely with technical teams across USSL and USSIM.
You’ll also provide technical support, bridging the gap between the IT Service Desk and 3rd line service across the London and Liverpool offices. Your responsibilities include promptly and professionally resolving IT support requests, ensuring excellent customer service for end users. You will also handle hardware support, mobile phone support, meeting room support, printing, and regular system checks, along with the provision and replacement of corporate hardware. This role is based on-site in Liverpool/London.
What you will be doing
* Provide outstanding customer service with a strong focus on customer satisfaction
* Log, analyse, update, and resolve technical calls
* Assist the business with day-to-day technical issues
* Resolve incidents promptly and professionally
* Engage technicians and suppliers to resolve incidents and fulfill requests
* Escalate and assign incidents as needed
* Manage the full lifecycle of incidents to resolution
* Actively review and manage 3rd party calls
* Work efficiently as part of a team
* Organise tasks with strong attention to detail
* Apply practical troubleshooting and problem analysis techniques
* Prioritise and manage tasks across multiple teams from within the Hornbill ITSM
* Possess excellent interpersonal skills.
About you
We know that sometimes people can be put off applying for a job if they don't tick every box, if you're excited about working for us and have most of the skills or experience we're looking for, then please apply, regardless of whether you meet all the requirements outlined in this profile.
To be successful in the role you will have:
* Experience in a customer facing IT support role with service focus
* Basic understanding of networking and networking concepts such as firewalls and TCP-IP
* Experience of supporting Microsoft UC platforms such as Microsoft Teams
* Experience in a technical IT customer facing role with evidenced service improvement focus
* Strong technical knowledge of building various IT hardware
* Ability to diagnose hardware and software issues to quickly and effectively complete problem diagnosis & resolution
* Experience of working in an IT environment and an understanding IT metrics and data
* Experience of supporting MS Office products – Excel, PowerPoint and Outlook
* High level of accuracy and attention to detail
How we will reward you
* Generous annual leave package
* Access to a high quality pension scheme provided through Universities Superannuation Scheme
* Supportive people policies (including enhanced occupational sickness pay and family friendly pay)
* Financial contributions towards your personal development to help you maintain your physical and mental wellbeing
* Access to a range of health and wellbeing services i.e., private healthcare, discounted gym membership
* Learning and development opportunities to develop your skills, knowledge and talent
* Employee Volunteer Days to support the communities where you work and live
* Cycle to Work Scheme
Our culture and values
Our people are what makes us different. We work together to create a diverse and inclusive culture that embraces individuality, where people are welcomed and feel comfortable in the knowledge that they can be themselves. Our purpose firmly states the importance of members, putting them ‘front and centre’ of what we do. This is embedded through our values:
* Integrity
About us
Universities Superannuation Scheme (USS) was established in 1974 as the principal pension scheme for universities and higher education institutions in the UK. We work with around 330 employers to help build a secure financial future for more than 528,000 members and their families. We are one of the largest pension schemes in the UK, with total assets of around £75.5bn (at 31 March 2023). To find out more, please visit .
USSL is proud to be an equal opportunity employer. We strive to ensure our recruitment process is as flexible and inclusive as possible so we can attract diverse candidates and recruit the best talent. We want all candidates to perform at their best during the recruitment process, so if you need any reasonable adjustments or if there is anything we can do to help support you through your recruitment journey please let us know by contacting resourcing@uss.co.uk .
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