Service Desk Operator (101018-0123) . Job Reference: 1889804

University of Warwick
January 31, 2023
Offerd Salary:£21,197 - £23,144
Working address:N/A
Contract Type:Other
Working Time:Full time
Working type:N/A
Ref info:N/A

Vacancy Type/Job category



Estates Office

Sub Department

Facilities - Service Desk


£21,197 - £23,144 per annum


University of Warwick, Coventry

Vacancy Overview

Permanent position, 36.5 hours per week.

The University of Warwick is one of the UK's great success stories. In less than fifty years we have become one of the country's best universities and can be consistently found in the top 10 of UK league tables and rapidly climbing the international rankings of world-class universities.

We have an exciting future ahead and if you have the enthusiasm and ambition to help us realise it, we would love for you to be a part of it.

In this role you will play an important part in caring for our 290-hectare campus, making it a great place to learn, live, work and visit.

You will be passionate about delivering excellent service to our customers and enjoy working in a busy environment as part of a friendly team to operate the Estates Service Desk. You will need to be reliable, punctual and keen to enhance your knowledge of the University of Warwick campus.

We offer excellent working conditions, training, all necessary PPE equipment, generous annual leave, pension scheme and use of the university's leisure and cultural facilities.

We are ideally recruiting for this position on a full-time basis; however we are happy to consider alternative working arrangements. Upon completion of full induction and training period, hybrid working up to two days per week is available.

Interview Date: TBC.

Job Description


To provide a customer focused front line service receiving and processing maintenance requests in addition to acting as the first point of contact for a range of Estates enquiries from internal and external customers. A key function of this role is to liaise with both inhouse trade teams and third- party contractors to ensure a timely resolution to reported faults across campus. By providing an efficient service and delivering outstanding customer service we support the wider Estates team achieve the mission of creating and caring for the spaces across campus to enable students, staff and visitors to the University of Warwick thrive and reach their potential.


1. Operate the Estates Service Desk, which includes taking notifications by telephone, email and online fault reports; understanding the customer's requirements, identifying the job priority and logging requests on the maintenance system.

2. Respond to queries and requests from customers and communicate with colleagues and external contractors as required to ensure a timely resolution.

3. Assist the Senior Service Desk Operators and Customer Service Management in developing and updating Service Desk software, including SAP (System Application and Products) to ensure records are accurate.

4. To ensure all maintenance requests are assessed for hazards in accordance with Service Desk procedures.

5. To be in regular communication with the Maintenance Supervisors via telephone and radio to ensure emergency and urgent works are carried out quickly and for status updates.

Person Specification

The Person Specification focuses on the knowledge, skills, experience and qualifications required to undertake the role effectively. This is measured by (a) Application Form, (b) Test/Exercise, (c) Interview, (d) Presentation.

Essential Criteria 1

Good general educational background to GCSE level. (a)

Essential Criteria 2

Demonstrated customer service experience responding to queries, providing advice and guidance. (a, c)

Essential Criteria 3

High levels of customer service and good telephone manner. (a, c)

Essential Criteria 4

Demonstrated ability to follow standard operating procedures. (a, c)

Essential Criteria 5

Proven ability to work discreetly and with confidential information in a secure manner. (a, c)

Essential Criteria 6

Proficient IT skills including word processing, databases, spread sheets and working with a shared inbox. (a, c)

Essential Criteria 7

Ability to work with a high degree of accuracy and with attention to detail. (a, c)

Essential Criteria 8

Excellent written and verbal communication skills through a range of relevant channels (e.g. face to face, email, or telephone). (a, c)

Desirable Criteria 1

Experience of using software applications and maintaining electronic records on information management systems. (a, c)

Desirable Criteria 2

Technical and administrative knowledge to support the Service Desk experience. (a, c)

Desirable Criteria 3

Experience of working collaboratively as part of a team. (a, c)

Further Particulars

For further information about the University of Warwick, please read our University Further Particulars.

For further information about the department, please visit the departmental website.

Warwick is committed to building an organisation of mutual respect and dignity, promoting a welcoming, diverse and inclusive working and learning environment. We recognise that everyone is different in a variety of visible and non-visible ways, and that those differences are to be recognised, respected, and valued. Where possible, we go beyond legislation to provide a place where everyone can thrive, supporting all staff to achieve their full potential. We aspire to remove economic, social and cultural barriers that may otherwise prevent people from succeeding.

We therefore welcome and encourage applications from all communities regardless of culture, background, age, disability, sex/gender, gender identity or expression, ethnicity, religion/belief, or sexual or romantic orientation. To find out more about our social inclusion work at Warwick visit our webpages here.

The University of Warwick holds an Athena SWAN Silver award; a national initiative to promote gender equality for all staff and students. Further information about the work of the University in relation to Athena SWAN can be found at the following link: Athena Swan (

The University of Warwick is one of the six founder institutions of the EUTOPIA European University alliance, whose aim is to become by 2025 an open, multicultural, confederated operation of connected campuses.

Right to work in the UK If you do not yet have the right to work in the UK and/or are seeking sponsorship for a Skilled Worker visa in the UK points-based immigration system please click on this link which contains further information about obtaining right to work in the UK and details about eligibility for sponsorship for a Skilled Worker Visa.

Recruitment of Ex-Offenders Policy

As an organisation using the (DBS) Disclosure and Barring Service to assess applicants' suitability for positions of trust, the University of Warwick complies with the DBS Code of Practice and undertakes not to discriminate unfairly against any subject of a Disclosure on the basis of a conviction or other information revealed. More information is available on the University's Vacancy pages and applicants may request a copy of the DBS Code of Practice.

Closing Date

31 Jan 2023

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