Assistant Technician (Facilities)

Do you have proven work experience in professional customer service within a Technical or Facilities environment?  If so this role could be ideal.

Working as part of a technical services team the Assistant Technician will help provide a technical support service for staff and students across all Schools. With a focus on maintaining customer service the role holder will support the delivery of timely and effective teaching and research support to students, academic and research staff and visitors to the School. The role holder will work to deliver excellent customer service and will be the initial point of contact for enquiries. The role holder will be required to work cohesively as part of a busy team to deliver a professional customer-focused service at all times. The Technical Assistants work alongside Specialist Technicians to provide cover between 8am – 5pm, Monday to Friday. The role holder will take ownership of enquiries and will prioritise requests in a transparent and open manner, following up requests with more senior members of staff and ensuring customers are kept informed of progress. The Assistant Technician will work primarily under supervision and through training, will solve simple technical problems and will continuously look to improve systems through monitoring and end user interaction.

As an Assistant Technician you can expect to be involved in:

• Act as the first point of call for all Schools technical and facilities related enquiries. Delivering excellent customer service and taking ownership of enquiries and ensuring the customer is kept informed of progress.
• Under supervision provide technical support to customers to solve simple technical problems. Refer unusual or non-routine to more senior staff and provide assistance to senior staff who are supporting more complex equipment.
• Handle the Technical Facilities email account, utilising Topdesk to monitor email traffic and provide statistical analysis on the quantity of emails, email types and response times.
• Liaise with Engineers and external contractors. Ensure contractors follow the Universities signing in procedure and that they are appropriately supervised in hazardous spaces. 

 What will you bring to the role?

• Educated to GCSEs (A-C), including passes in Maths and English or NVQ level 2. Alternatively learning gained through relevant work experience.
• Proven experience of working in a professional customer services environment
• Experience of working in a Technical or Facilities environment
• Good IT skills and experience in particular use of Outlook, Excel and Word

What we can offer in return:

As a member of our team, you can expect a friendly, open and collaborative working environment and support in your development and wellbeing. You'll enjoy a range of great staff benefits including:

• Hybrid working options allowing a flexible blend of office and home working (to be agreed in line with business needs)
• 43 days' leave per year (personal leave, bank holidays and additional days allocated for the Christmas period, pro rata for part-time staff)
• Excellent pension scheme with generous employer contributions
• Corporate employee-funded healthcare plan, in partnership with Benenden Health