Student IT Helpdesk Adviser

Salary: £? - ? per year

Requirements:

• Previous experience within an IT Helpdesk, Service Desk or technical customer support environment, or significant experience in a customer-facing support role.
• Confident written communication, as a large proportion of the work is webchat and email.
• Good IT literacy, including operating systems, browsers, MS Office and basic fault-finding.
• Ability to work at pace in a measured environment and stay level-headed under pressure.
• GCSE pass, or equivalent, in English and Maths.
• Excellent customer service skills with the ability to build rapport with a wide range of customers.
• Experience organising and managing administrative processes with excellent attention to detail.
• Ability to prioritise workloads and respond effectively to changing demands.
• Good understanding of Microsoft Windows, common operating systems, web browsers and Microsoft Office applications.
• Ability to troubleshoot software installation issues and provide practical solutions or workarounds.
• Desirable: knowledge of distribution, logistics or dispatch processes.
• Desirable: understanding of Higher Education or student support services.
• Desirable: awareness of GDPR, Freedom of Information and data protection legislation.

Responsibilities:

• Provide first-line support for student and staff enquiries relating to IT systems, software and course material deliveries.
• Diagnose technical issues and provide first-time fixes or appropriate workarounds where possible.
• Support customers via telephone, email, webchat and other digital communication channels.
• Accurately record, manage and update enquiries using our VOICE customer relationship management system.
• Liaise with our distribution centre regarding dispatches, order processing and proof of delivery requests.
• Raise and manage delivery queries and claims with external courier partners.
• Work collaboratively with colleagues across our organisation to resolve technical and operational issues.
• Support testing of new systems, services and processes before implementation.
• Maintain and contribute to the Helpdesk knowledge base, ensuring guidance remains accurate and up to date.
• Support the induction and training of new team members where required.
• Build positive working relationships with internal stakeholders across multiple departments.
• Produce reports, analyse trends and identify opportunities to improve customer service and operational efficiency.
• Keep technical knowledge current and proactively develop your skills.

Technologies:

• Support
• Web
• Windows

More:

We are The Open University, a leading UK university committed to equality, diversity and inclusion, with a mission to be open to people, places, methods and ideas. This is a temporary, full-time Helpdesk Advisor role based in Milton Keynes (MK7 6AA) running from 1 September 2026 or sooner to 3 November 2026, with a pay rate of £14.16 per hour and hours between 8am and 5pm with flexibility required. We offer the opportunity to support students, Associate Lecturers and colleagues across a fast-paced computing and distribution helpdesk environment, working closely with university teams, distribution partners and external suppliers to deliver an excellent customer experience throughout the learning journey.

last updated 31 week of 2026