HELPDESK ASSISTANT. 1. To be the first point of contact for the Students Union reception and

Transcription

1 HELPDESK ASSISTANT Responsible to: Hours: Location: Central Services Manager 23.5 hours per week (part-time) Central London JOB PURPOSE 1. To be the first point of contact for the Students Union reception and provide information and signposting to students and visitors 2. To provide administrative and operational support as directed by the Central Services Manager, which will include and calendar management, recruitment, health and safety and organisational wide communications, projects and events 3. To coordinate the advice team walk-in clinic KEY RESPONSIBILITIES 1. To be the first point of contact for the Students Union reception and provide information and signposting to students and visitors Maintain a professional and courteous service at the reception. Screening and transferring calls To ensure the diary of the SU inbox is managed efficiently. Coordinate event bookings in the SU meeting room and maintain a clear and accessible meeting room digital calendar. To administer the Union s generic inboxes and reply to all office enquiries through the main desk via , phone, website tools, written and face-to-face in a timely manner Maintain systems of working to ensure effective monitoring of front desk services to enable further development of Students Union activities. To coordinate the TFL process for LSE students oyster card applications, liaising with the relevant personnel from the University. Retrieve messages from the answer machine and distribute as appropriate. Responsible for the upkeep of the reception area ensuring it is professional and presentable at all times.

2 Assist with the setting up and administration of meeting rooms. Sort and distribute as necessary post and deliveries to the SU. To liaise with University reception staff as necessary i.e. visitors and events. 2. To provide administrative and operational support as directed by the Central Services Manager Undertake administrative support for internal communications by coordinating the staff newsletters, circulating updated staff contact lists and updating organisational information documents Undertake administrative and operational support activities for Central Services which could include recruitment, induction, health and safety and training, examples given below: To administer recruitment processes including uploading job adverts, receiving and filing applications and arranging interviews To coordinate interview schedules including producing interview packs and greeting candidates on interview days To contribute to the execution of a robust near miss, incident and accident reporting process Carryout termly Health and Safety office checks reporting potential risks and issues to relevant personnel To assist with Union wide events and meetings as directed by Central Services Manager Coordinate and manage calendars, rooms and mail boxes specifically, but could include others: SU inbox, jobs inbox and Advice Pro Keep office kitchen and storage area clean and tidy at all times Coordinate stationery stock and other supplies as directed Liaise with Estates and Facilities teams for the processing of staff ID cards and key resources for admin inductions 3. To coordinate the advice team walk-in clinic Assist student enquiries for advice drop in slots ensuring there is availability and relevant sign posting at point of enquiry has been taken into account.

3 GENERAL DUTIES In addition, all staff have the following general duties laid out in their job descriptions: To deliver and develop targets outlined in the Union s strategic plan. To contribute and assist in the Union s planning processes and the review of its performance and systems. Contribute to the positive and professional image of the Union and not act in such a manner as to bring the Union into disrepute. To observe and uphold the requirements of the Union Constitution and act at all times in accordance with policies including equality of opportunity. To undertake your own typing, filing, photocopying etc. Undertake any other duties appropriate for the grade and responsibilities of the post that may from time to time be reasonably requested. To take ownership of, their Induction, Personal Review Programme, Departmental Staff Meetings and be responsible for carrying out duties with full regard to the rules, policies and procedures and conditions of service contained in the Staff Handbook, and within Departments of the Students Union. A condition of employment is that all staff are expected to assist in key events throughout the year e.g. Fresher s and welcome festivals and any other key event, including elections, if necessary. Staff are expected to portray a positive image, both internally and externally of the Students Union by displaying high standards of service, integrity, punctuality, politeness and professionalism. Where you are required to work with volunteers you must support and manage them appropriately in line with the Students Union volunteer policy Environmental consideration and environmental best practice is the responsibility of all Students Union staff Any other tasks that would be deemed suitable within this role as directed by line manager

4 Job Specification LSESU Helpdesk Assistant (July 2017) PERSON SPECIFICATION - Helpdesk Assistant When selecting the successful candidate for the post of Helpdesk Assistant, the selection panel will be looking for evidence of experience and/or competence in the following areas: CRITERIA Requirement Application Interview EXPERIENCE Previous Helpdesk Assistant experience Desirable Experience of working to deadlines Demonstrable experience of working effectively on own initiative Secretarial experience, including initiating and maintaining complex filing systems. Proven ability to organise: time management and personal workload planning Strong diary management skills Flexibility dealing with multiple and varying duties concurrently Experience of basic HR functions & knowledge Desirable KNOWLEDGE Knowledge/ understanding of Equal Opportunities in the workplace Knowledge of basic HR practices and procedures Knowledge of current office related Health & safety procedures Knowledge of best practice in customer service ATTRIBUTES AND SKILLS The ability to deal with challenging customers and situations The ability to work effectively in a team Ability to exercise absolute discretion and confidentiality in all aspects of the role Self-starter with can do attitude An eye for detail with a systematic approach to work plus the ability to produce accurate work when under pressure Calm disposition especially under pressure The ability to create and maintain strong working relationships The ability to correspond with third parties on a day-to-day basis Excellent, polite, professional, friendly telephone manner Exceptional customer service skills Good analytical skills, detail handling, problem solving and practical learning Ability to identify and clarify assumptions Excellent communication skills (written, oral and listening) and the ability to explain detailed information to others Self-motivation and self-reliance Desirable Strong MSOffice skills, including , 1

5 spreadsheets, word processing Job Specification LSESU Helpdesk Assistant (July 2017) VALUES AND ETHICS An intuitive understanding and sympathy for the values and goals of the Students Union Confidentiality and discretion Understanding and commitment to equal opportunities. Desire to work within organisation servicing a culturally diverse membership. Committed, positive, outgoing and approachable with a can do attitude. Demonstrably high standards of personal integrity and diplomacy A willingness to occasionally work beyond traditional office hours. 2