One Desk IT Advisor in London

At UCL, we're proud to be one of the world's leading universities, known for our innovation, diversity and global impact. Our Information Services Division (ISD) plays a vital role in supporting staff and students across the university, ensuring they have the technology, systems and services they need to succeed.

One Desk IT sits at the heart of our shared services model. We are often the first point of contact for thousands of staff and students, and we take pride in delivering a professional, friendly and solution-focused service. Working in a fast-paced and collaborative environment, we combine technical expertise with outstanding customer care to make a real difference to the UCL community.

We are looking for a customer-focused One Desk IT Advisor to join our busy and supportive team. This role puts you right at the centre of service delivery, providing high-quality first-line IT support across multiple channels, including phone, email, live chat, ticketing systems and in-person walk-up services.

You will take ownership of a wide range of IT and system-related queries, resolving as many as possible at first contact and knowing when to escalate more complex issues appropriately. You will work with key systems such as Microsoft tools, Active Directory, cloud services and student record systems, supporting staff and students throughout the academic lifecycle.

The role also includes working at front-desk locations on campus on selected days, delivering a welcoming and professional face-to-face service. With high volumes of enquiries and a 24-hour response SLA, this is a role that suits someone who enjoys variety, problem-solving and working collaboratively to deliver consistently excellent service.

You are someone who genuinely enjoys helping people and takes pride in delivering a great customer experience. You will already have experience providing first-line IT support in a large or complex organisation and feel confident working with a wide range of technologies and systems.

You are organised, calm under pressure and able to manage multiple queries without losing attention to detail. You can explain technical information clearly to people with different levels of IT knowledge and you are comfortable working to SLAs, KPIs and service standards.

Ideally, you will have experience of CRM or service management tools, and knowledge of student record systems such as SITS (or equivalent). You are a team player, open to change, keen to learn and motivated by working in an environment where your work has a direct impact on others. If you are proactive, professional and committed to continuous improvement, we would love to hear from you.

As well as the exciting opportunities this role presents, we also offer some great benefits:

• 41 Days holiday (27 days annual leave, 8 bank holidays and 6 closure days)
• Additional 5 days' annual leave purchase scheme
• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme and season ticket loan
• Immigration loan
• Relocation scheme for certain posts
• On-Site nursery
• On-site gym
• Enhanced maternity, paternity and adoption pay
• Employee assistance programme: Staff Support Service
• Discounted medical insurance

As London's Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world's talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL's workforce. These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.