Customer Service Technician

Business Area: IT

Place of Work: Liverpool

Contract Type: Permanent

When you join USS, the size and scale of our pension scheme means you will have numerous opportunities to learn and develop your career. Given our size, you'll have real autonomy and influence as you collaborate closely with a wide-ranging team of experts.

About the role

In your role as Customer Service Technician, you will make a meaningful and valued contribution from the outset. This role will provide a great opportunity to be the first point of contact for logging and resolving technical queries and incidents via telephone, walk up and direct to the ITSM portal, working closely with technical teams across USSL and USSIM. You'll also provide technical support, bridging the gap between the IT Service Desk and 3rd line service across the London and Liverpool offices.

Your responsibilities include promptly and professionally resolving IT support requests, ensuring excellent customer service for end users. You will also handle hardware support, mobile phone support, meeting room support, printing, and regular system checks, along with the provision and replacement of corporate hardware. This role is based on-site in Liverpool/London.

What you will be doing

• Provide excellent customer service and resolve technical issues promptly
• Log, analyse, update and manage incidents through to resolution
• Collaborate with technicians, suppliers, and teams to fulfil requests
• Escalate and assign incidents appropriately
• Apply strong troubleshooting and organisational skills
• Prioritise tasks using the Hornbill ITSM system
• Visit data centre locations when required

About you

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, then please apply, regardless of whether you meet all the requirements outlined in this profile.

To be successful in the role, you will have:

• Experience in customer-facing IT support with a strong service focus
• Skilled in Windows OS, Office 365 admin, and Active Directory support
• Proficient with remote support tools and IT hardware troubleshooting
• Knowledge of networking basics, firewalls, and TCP/IP
• Supports mobile devices in MDM/BYOD environments (iOS)
• Experienced with Microsoft Teams and MS Office applications
• Strong documentation, problem analysis, and attention to detail

At USS, every individual contributes to building a secure financial future for our members and their families. We strive to create a work environment where everyone can thrive professionally while making a meaningful impact on the lives of others. We're also committed to helping you build your career by providing development opportunities. We put a focus on recognising and supporting each individual's unique career path, driving this forward with the support of an engaged and proactive management team.

Here at USS, we want you to thrive in and out of work with a friendly team, flexible culture and excellent range of benefits!

How we will reward you

• Generous annual leave package
• Access to a high-quality pension scheme provided through Universities Superannuation Scheme
• Supportive people policies (including enhanced occupational sickness pay and family-friendly pay)
• Financial contributions towards your personal development to help you maintain your physical and mental well-being
• Access to a range of health and wellbeing services, i.e., private healthcare, discounted gym membership
• Learning and development opportunities to develop your skills, knowledge and talent
• Employee Volunteer Days to support the communities where you work and live
• Cycle to Work Scheme

Our culture and values

Our people are what makes us different. We work together to create a diverse and inclusive culture that embraces individuality, where people are welcomed and feel comfortable in the knowledge that they can be themselves. Our purpose firmly states the importance of members, putting them 'front and centre' of what we do. This is embedded through our values: Integrity.

About us

Universities Superannuation Scheme (USS) was established in 1974 as the principal pension scheme for universities and higher education institutions in the UK. We work with around 330 employers to help build a secure financial future for more than 528,000 members and their families. We are one of the largest pension schemes in the UK, with total assets of around £75.5bn (at 31 March 2023). To find out more, please visit https://www.uss.co.uk.

USSL is proud to be an equal opportunity employer. We strive to ensure our recruitment process is as flexible and inclusive as possible so we can attract diverse candidates and recruit the best talent. We want all candidates to perform at their best during the recruitment process, so if you need any reasonable adjustments or if there is anything we can do to help support you through your recruitment journey, please let us know by contacting resourcing@uss.co.uk.