At a Glance
- Tasks: Provide front-line support and resolve technical queries for students and staff.
- Company: Join a supportive and inclusive community at Herts University.
- Benefits: Enjoy 25 days annual leave, flexible benefits, and professional development opportunities.
- Other info: Great career growth potential and a chance to work with diverse technology.
- Why this job: Make a real difference by helping others with their tech needs in a dynamic environment.
- Qualifications: Experience in customer service and technical support is essential.
The predicted salary is between 29000 - 35000 £ per year.
FTE: 1.0 FTE, 37 Hours per week
Duration of Contract: Permanent
Annual Leave: 25 days plus standard public holidays and an additional 4 days including the closure of our office between Christmas and New Year
Location: College Lane and de Havilland Campuses, Hatfield
At Herts we don’t just provide opportunities for our students to flourish, we are also committed to creating a supportive and inclusive community that offers a wide range of flexible benefits with something to suit everyone.
Main duties and responsibilities
Working in the Support team as a front-line specialist you will answer queries across all channels including telephone, face-to-face, the Internet and any other channels and locations as required.
You will be required to utilise technical skills and knowledge to deal with complex enquiries, technical clinics, user support and other University-wide services.
Tasks will include installation and configuration, maintenance and demonstration of computing and digital media hardware and software and associated services for students and staff use in accordance with agreed University standards. The postholder shall provide support for MS Windows, Linux, and Mac operating systems, tablets, smartphones, print management, networked suites of computers, image cloning implementation, file storage and networks.
Skill and experience required
This role requires proven experience of working on front line support within a customer service organisation as well as providing support for the development, operation and delivery of frontline support services. You will have proven skills and experience in setting up, operating and fault diagnosis with a range of user computing and digital media equipment and software, as well as experience of hardware and software installation/maintenance for a range of IT/AV equipment, and a good understanding of the configuration of user software applications and their use across a range of disciplines. Self‑motivation and initiative with a “Can‑Do” approach to resolving problems are essential in this role along with a high standard of communications skills (oral and written), writing clear procedures & instructions, report writing and presentation skills. You must have excellent interpersonal, advocacy and problem‑solving skills with the ability to investigate, gather, collate and analyse information. Strong organisational skills, the ability to prioritise work and to meet deadlines are essential along with the ability to work calmly and systematically in a busy environment as part of a team. Part of this role will require the ability to cope with the physical demands of the work, including moving equipment and being on your feet for much of the day.
Qualifications required
HND/C, Dip HE, Foundation Degree, N/SVQ4 or higher or equivalent expertise and experience
Please view the job description and person specification for a full list of the duties and essential criteria. Click the \'Apply\' button above.
Please attach a personal statement showing clearly how your skills and experience match the Person Specification.
Internal applicants – please ensure you apply via your employee self service portal.
We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work, or demonstrate access to UK Right to Work, before an offer is made.
Contact Details/Informal Enquiries: Olivia Mitchell, o.mitchell2@herts.ac.uk or Alan Corbett, a.corbett2@herts.ac.uk
Closing Date
03 November 2025
Interview Date
TBC
£33,002 to £38,784 pa by annual increments on achieving designated skills and experience, UH6
Support Specialist in Hatfield employer: University of Hertfordshire
At Herts, we pride ourselves on being an exceptional employer that fosters a supportive and inclusive community for our staff. With a commitment to employee growth, we offer flexible benefits tailored to individual needs, alongside a generous annual leave package and a collaborative work culture at our vibrant Hatfield campuses. Join us as a Support Specialist and be part of a team dedicated to empowering both students and staff through innovative technology solutions.
Contact Details:
University of Hertfordshire Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Support Specialist in Hatfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at University of Hertfordshire. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like University of Hertfordshire before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Specialist in Hatfield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to University of Hertfordshire:Your cover letter is your chance to shine! Tell us why you want to work at University of Hertfordshire specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at University of Hertfordshire!
How to prepare for a job interview at University of Hertfordshire
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
