Helpdesk Administrator

The Student and Academic Administration team are currently looking for a Helpdesk Administrator to join their team on a temporary basis.

Duties and responsibilities
They will assist with the following:

• Manage email accounts, ensuring queries are responded to in a friendly, professional and timely manner

• Working across the campus at all three helpdesk locations (Myddelton Street Building, Tait SHMS Helpdesk, and the SHMS Health & Well-Being Clinic helpdesk)

• Providing regular updates to other teams and staff within the School

• Manage and assist with the SHPS Extensions Process, SSPs, TDAE Claims, etc.

• Supporting students in the completion of forms and surveys.

• Updating databases, including student records.

• To be pro-active in handling customer enquiries (via face-to-face contact, Zoom, MS Teams, email, letter, and telephone)

• To assist with in-person Clinic registration and scheduling where appropriate

• Assisting with the uploading of marks/assessments to Moodle

• To support the team(s) with any other project work

• To deliver the highest level of customer service to all the School’s stakeholders.

• To act as the first point of contact for student enquiries.

• To provide accurate, thorough and informative information to current and former students via email, phone, letter or face to face contact within agreed timescales.

• To work with staff across the Department and other School colleagues when dealing with complex student and prospective student enquiries ensuring a quick response within agreed timescales.

• To maintain clear lines of communication between the School and students, distributing information about course activities, events, regulations, university facilities and other matters via the most appropriate methods.

• To provide appropriate letters and documentation to students.

• To operate the student records system (SITS), accessing student details as required in response to enquiries from student and / or School colleagues.

Skills and experience
The successful candidate will have the following skills/experience:

- Experience of higher education and/or office environment

- Previous administrative experience gained from working in a similar office-based

- Ability to work in a team environment as well as unsupervised

- Proactive in approach to work

- Well-developed verbal and written communication skills

- Generally confident in the use of IT systems; specific competence in the use of MS Office packages: Word (advanced) and Excel (intermediate)

- Listening and interpersonal communication skills

- Ability to analyse problems and identify potential solutions

- Excellent time management and organisational skills

- Ability to multi-task

- Working with a wide range of customers

- Experience of record management keeping/systems

- Commitment to promoting equality and diversity within the workplace

- Working GDPR knowledge

- Ability to draft correspondence and other documentation

- Advanced understanding of online file management, I.e., OneDrive, SharePoint, MS TeamSites, etc.

Location
1 Myddelton Street London EC1R 1UW