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Enrolment Support Agents

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Details

Grade C: 19,623 – 21,686 per annum pro rata

Temporary contract (July to October 2022)

We are seeking to employ a number of Enrolment Support Agents from July to October 2022,  to join the Enrolment Support Service Desk and provide support to students during enrolment.  They will be part of the Academic Registry directorate, reporting to the Senior Registry Officer with a dotted reporting line to the Service Delivery Manager.

You will provide a pro-active, customer-focused first line support service to students and staff for all enrolment enquiries including but not limited to: guidance on the completion of the online enrolment form, user management and security (e.g. account creation); password management. You will also ensure that that all information is managed securely in accordance with University policies and information related legislation.  All processes need to be carried out in accordance with the established policies and procedures based on ITIL.

You will provide first line support in accordance with the Directorate’s Incident Management and Request Fulfilment processes in order to meet the needs of students and staff. In support of these processes, you will update all tools used by the Service Desk in a timely and accurate manner and in accordance with the defined policies and standards. Service Desk performance is measured against SLAs and you will ensure that all contact to the Service Desk is logged, responded to and any issues resolved within the timeframes stipulated in the SLA.

You will act as the first escalation point for the team and customer and take ownership of the resolution of specific or complex incidents, requests and problems, invoking third party support as required. You will help identify and resolve underlying issues in accordance with the Problem Management process.

You will create user manuals, frequently asked questions (FAQs) and technical support documentation for end users and other colleagues, to capture knowledge and share information effectively. 

This role will also involve the proactive contacting and guiding of students through the online enrolment process as directed by the Senior Registry Officer.

The ideal candidate will be a team player with excellent communication skills and experience in providing first line support to customers.

For further information about this role please contact Ganesan Ariaratnam on 01494 522141 Ext. 3464 or email: ganesan.ariaratnam@bucks.ac.uk.

All applications are to be made on-line.  The University operates an anonymised shortlisting process and therefore any uploaded CVs or supporting documents must not include your name and personal details. Please ensure the application form is filled out in full.

Please note that if you do not have permission to work in the UK, Bucks New University will not be able to obtain a Certificate of Sponsorship for you to take up this position. All non EU/EAA candidates must have valid immigration status and/or a UK visa valid for the duration of the contract in order to be considered for this appointment.

Bucks New University is a Disability Confident employer and as such you will be given the opportunity to declare a disability as part of the application process.

Apply here.