Customer Support and Accounts Specialist [Temporary Cover]

The University and UIS

University Information Services (UIS) provides the digital infrastructure, business information and computing services at the heart of one of the world's top universities. The University of Cambridge has a bold ambition to use digitalisation to transform education and research, and UIS' team of developers, designers, testers, analysts and support staff is leading this exciting work.

The role

The Customer Support Administrator will join a team of four working to support UIS staff. The UIS Infrastructure Admin team supports 400 users across UIS (The University of Cambridge's central IT team) and also liaises with groups outside UIS.

As a Customer Support Administrator you will:

• Provide administrative support to UIS service teams including purchasing and stock control as required/directed.
• Liaise directly with University staff from all departments and colleges over order & billing enquiries.
• As part of the Telecoms Helpdesk, manage customer incidents and service requests within specified SLA response and resolution times to achieve high customer satisfaction for Telecoms queries. (Desk phones, Mobiles, Teams Telephony).
• Review, develop and maintain office processes and procedures to provide efficiencies where possible.

Temporary cover: This post is fixed-term for 1 years or the return of the post holder, whichever is the earlier.

The position is usually based on the University's West Cambridge Site. Hybrid working is available with this post, but you will be expected to be on-site (At the UIS's office currently in West Cambridge) at least two days a week as part of the role involves helping to process deliveries & dispatches. The role may require occasional travel across the city of Cambridge visiting University sites.

What you will need:

• Experience of working in an administrative role.
• Experience of working in a customer service role.
• Experience of using standard software packages (e.g Word, Excel, Teams and Outlook).
• Excellent organisation skills, accuracy and attention to detail.
• Excellent verbal, written and interpersonal communication skills.
• Proven ability to develop and maintain your own knowledge in your field.
• Proven experience of managing orders, invoicing & billing queries.
• Experience of working in an IT department would be desirable.
• Experience of dealing with corporate mobile phone contracts would be desirable.
• Experience of supporting communication services (e.g. MS Teams, Zoom, etc.) would be desirable.