One Desk IT (12-Month FTC)

As a One Desk IT Advisor, you will be the first point of contact for a wide range of IT and student systems enquiries, delivering professional, accurate, and timely support to customers across multiple communication channels.

You will take ownership of customer queries from initial contact through to resolution, providing first-line IT support and guidance on systems, processes, and technologies. This includes supporting IT services, student record systems such as SITS, and other business-critical platforms within a complex Higher Education environment.

Working to agreed service level agreements, you will resolve issues wherever possible at first contact, escalating only when necessary. You will maintain accurate records, manage complex cases, contribute to process improvements, and help ensure a consistently high standard of service delivery. The role also includes providing face-to-face support at campus front desk locations and collaborating closely with colleagues and stakeholders across the university.

This is an exciting opportunity for a technically skilled and customer-focused professional who enjoys problem-solving, working in a fast-paced environment, and making a meaningful impact on the customer experience.

You are an experienced IT support professional with a passion for delivering outstanding customer service. You have a strong background in first-line IT support within a busy customer-facing environment and are confident using CRM and ticketing systems, as well as technologies such as Microsoft Office, Active Directory, Azure, Windows, cloud services, networks, and audio-visual equipment.

You possess excellent communication skills and can explain technical concepts clearly and effectively to users with varying levels of technical knowledge. Your strong organisational skills, attention to detail, and ability to prioritise competing demands enable you to manage a high volume of enquiries while maintaining accuracy and professionalism.

You are a proactive problem solver who takes ownership of issues, works collaboratively with colleagues, and is committed to continuous learning and improvement. Adaptable and customer-focused, you thrive in a dynamic environment and are motivated by helping others while contributing to the success of the wider organisation.

Pulled from the full job description

• Annual leave
• Employee assistance programme
• Company pension
• On-site gym
• Cycle to work scheme
• Season ticket loan, 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
• Relocation scheme for certain posts
• On-Site nursery
• On-site gym
• Enhanced maternity, paternity and adoption pay
• Employee assistance programme: Staff Support Service
• Discounted medical insurance

One Desk is at the heart of UCL’s shared services model, providing a single point of contact for students, staff, and stakeholders across a range of professional and IT services. As part of a leading global university, we are committed to delivering exceptional customer experiences through efficient, responsive, and innovative support services.