The Role
This is a fantastic opportunity to join a customer-focused IT service desk team at Unite Students. In this role, you will support day-to-day front-line IT operations, providing general technical support and assistance to end users. As a key point of contact, you will manage and progress IT service incidents and requests, ensuring effective communication between employees and IT support.
You will be joining a fast-growing, technology-focused company that is a market leader in its field. The role offers not only a chance to work in an innovative environment but also substantial opportunities for professional growth. We emphasise training and development, providing various resources to help you enhance your skills and advance your career. There are clear paths for internal promotions, allowing you to build a rewarding career with us.
What You`ll Be Doing
- Offer support to end-users for IT-related issues via ITSM tool and phone and follow a consistent way of call handling that puts the customer first.
- Track incidents from creation through to resolution, ensuring timely updates to users and follow up with users to ensure satisfactory resolution of issues and requests.
- Assist with the installation, configuration, and maintenance of desktop and laptop computers.
- Follow defined approval processes for related service requests and assist with other Service Desk priorities including daily operational tasks and checks.
- Identify repeat issues and propose team/departmental improvements.
- Deliver high-quality customer service, addressing user concerns with professionalism and empathy through a range of written and verbal communication channels.
- Maintain a high level of user satisfaction by resolving issues efficiently and effectively.
- Work to SLA and KPI targets including management of calls to closure to the customer satisfaction.
- Manage calls to closure and escalate issues to Technical Engineers when necessary.
What We`re Looking for in You
- Demonstrable IT support experience or a similar role in a technical support environment.
- Proven experience in troubleshooting hardware, software, and network issues.
- Proficiency with common operating systems (e.g., Windows, macOS) and office applications.
- Familiarity with ITIL processes and incident management tools.
- Experience supporting Microsoft products such as Office 365, Microsoft Azure, SharePoint Online, Windows 10 & 11, and Microsoft Intune.
- Experience in LAN networking, user access control and client management using Active Directory and Azure Active Directory
- Strong interpersonal and communication skills with a focus on providing excellent customer service.
- Ability to manage and prioritize multiple tasks effectively in a fast-paced environment.
- Strong analytical and troubleshooting skills with the ability to resolve technical issues efficiently.
- Capable of working independently as well as part of a team to address and resolve complex problems.
- Experience in maintaining accurate records and documentation related to support activities.
- Ability to generate reports and contribute to knowledge base content.
- Willingness to learn new technologies and adapt to evolving IT environments.
- Flexibility to work in various shifts if required.
- Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional (MCP) are advantageous but not mandatory.
- Relevant degree or diploma in Information Technology, Computer Science, or a related field
- Flexibility to work from home while also regularly working from our Bristol head office and regular visits to Unite Students locations and external partners nationwide
What You`ll Get in Return
- An annual bonus so you can share in the company`s success
- 25 days` paid holiday
- Pension - based on how much you save, we`ll contribute 1% more
- Flexible working opportunities
- Shared Parental Leave - 18 weeks full pay
- Other benefits include, ShareSave, Bike to Work, Charity Match, amazing discounts and more!
About Unite Students
Founded in 1991, Unite Students is a FTSE 100 business and the UK`s leading provider of purpose-built student accommodation. You can find us in 25 leading university towns and cities, with over 70,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.
Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.
People make Unite Students. Employees, students, and neighbours all contribute to building environments where we can all thrive.
Room for Everyone
We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.
We are US.