Customer Support Admin

Please note, as a part of this role you will be required to provide service cover on a rota basis between 8am 4pm Monday to Friday.

This customer focused role will work with external service providers and liaise with external and internal researchers to ensure the best possible service is delivered.  The team are required to act flexibly, to respond to new, urgent demands, while always ensuring data confidentiality. 

The postholder provides administrative and operational support to the Secure Research Service (SRS), helping to ensure the smooth delivery of services to researchers and internal stakeholders. The role involves managing training and Safe Room bookings, processing assessment results and homeworking applications, carrying out secure file transfers (SFTP), and supporting account administration through password resets.

The role holder is also responsible for maintaining and updating team email templates to ensure communications remain accurate, consistent, and up to date. In addition, they provide general administrative support across the SRS team and contribute to the day-to-day operation of the Service Desk, delivering customer support between 8:00am and 5:00pm, Monday to Friday, as part of a shared team rota.

Key Responsibilities:

• Process requests and queries in a timely manner.
• Process applications and transfer files.
• Monitoring, prioritising and action requests and queries from a central mailbox and ticketing support system accurately within defined timescales, escalating complex queries.
• Support services such as password resets, guidance enquiries.
• Upkeep and maintain email templates and guidance documentation.
• Tracking and documentation to a high standard ensuring data and information captured.
• Provide administrative support to wider teams.
• Providing service desk cover on a rota basis between 8am-4pm, Monday- Friday.

Essential Criteria:

• Experience of prioritising work from a range of sources leading to successful outcomes.
• Ability to learn and use multiple systems and databases.
• Flexibility and willingness to take on new work at short notice.
• Excellent communication skills and evidence of building effective relationships.
• Experience of using Microsoft Office including Word, SharePoint, Outlook and Excel to an intermediate/advance level.