One Desk Advisor - IT (UCL East)

We are seeking a customer-focused and technically skilled One Desk Advisor - IT to join our team at UCL East. This is a fully on-site role, five days a week, where you will play a key part in delivering first-class IT support at the front line of our shared services operation.

You will provide first-contact resolution across multiple channels, including a busy front desk, ticketing systems, phone calls and live chat. Managing a high volume of enquiries, you will take ownership of cases through to resolution, escalating only when necessary and always working within agreed service levels.

The role requires confidence in handling complex IT and student record-related queries within a Higher Education environment. You will work closely with colleagues across Information Services and other professional services teams, contributing to a service that handles around 20,000 contacts per month while maintaining a strong focus on quality, accuracy and customer satisfaction.

This is an exciting opportunity to make a real impact in a fast-paced, innovative environment and to support the operational success of a leading global university.

Do you have experience in ServiceNow?, You are a proactive, organised and approachable individual who thrives in a customer-facing IT support role. You have experience delivering first-line IT support in a large or complex organisation and are confident working directly with customers in person as well as through digital channels.

You bring hands-on experience of CRM or ticketing systems (such as ServiceNow, Salesforce or similar) and have a strong understanding of IT processes and service delivery. Experience supporting student record systems such as SITS, or equivalent systems within Higher Education, will enable you to hit the ground running.

You communicate clearly and tactfully, even when explaining complex technical information, and you take pride in delivering an excellent customer experience. A collaborative team player, you adapt well to change, take ownership of your work, and are committed to continuous learning and improvement.

Above all, you share UCL's values and Ways of Working, taking responsibility for high standards, valuing different perspectives, and contributing positively to a diverse and inclusive workplace.

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:

• 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)

• Additional 5 days' annual leave purchase scheme

• Defined benefit career average revalued earnings pension scheme (CARE)

• Cycle to work scheme and season ticket loan

• Immigration loan

UCL is London's Global University - a world-leading institution known for its academic excellence, innovation and inclusive culture. At the heart of UCL's operations is the Professional Services (PS) Hub, which brings together key customer-facing services across HR, Finance, IT and Business Operations. The PS Hub is committed to delivering high-quality, efficient and consistent services with a strong focus on customer experience. One Desk provides a single point of contact for students, staff, suppliers and partners, handling thousands of enquiries every day via phone, email, live chat and in person. Our ambition is simple: to provide timely, accurate advice while continuously improving how we work and how our customers experience our services.