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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 provides a great opportunity to be the first point of contact for logging and resolving technical queries and incidents via telephone, walk-up, and 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
As a trusted part of the IT team, you will be responsible for:
* Providing excellent customer service and resolving technical issues promptly
* Logging, analyzing, updating, and managing incidents through to resolution
* Collaborating with technicians, suppliers, and teams to fulfill requests
* Escalating and assigning incidents appropriately
* Applying strong troubleshooting and organizational skills
* Prioritizing tasks using the Hornbill ITSM system
* Visiting data centre locations when required
About you
We understand that candidates may not meet every requirement. If you are excited about working with us and possess most of the skills or experience outlined, please apply regardless.
To succeed in this role, you will have:
* Experience in customer-facing IT support with a strong service focus
* Skills in Windows OS, Office 365 administration, and Active Directory support
* Proficiency with remote support tools and hardware troubleshooting
* Knowledge of networking basics, firewalls, and TCP/IP
* Experience supporting mobile devices in MDM/BYOD environments (iOS)
* Familiarity 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 aim to create a work environment where everyone can thrive professionally and make a meaningful impact.
We are committed to supporting your career development through various opportunities and recognizing each individual's unique career path, supported by an engaged management team.
Enjoy a friendly team, flexible culture, and excellent benefits!
How we will reward you
* Generous annual leave
* Access to a high-quality pension scheme through USS
* Supportive policies including enhanced sick pay and family-friendly leave
* Financial contributions towards personal development and wellbeing
* Health and wellbeing services, private healthcare, discounted gym memberships
* Learning and development opportunities
* Employee Volunteer Days
* Cycle to Work Scheme
Our culture and values
Our people are our strength. We foster a diverse and inclusive culture where individuality is embraced, and everyone feels comfortable being themselves.
Our purpose centers on members, putting them ‘front and centre’ of our work, guided by our core values:
* Integrity
About us
Founded in 1974, USS is the principal pension scheme for UK universities and higher education institutions.
We work with around 330 employers to secure the futures of over 528,000 members and their families. With total assets around £(as of 31 March 2023), we are one of the UK's largest pension schemes. For more information, please visit our website.
USS is proud to be an equal opportunity employer. We strive for a flexible and inclusive recruitment process to attract diverse talent.
If you need reasonable adjustments or support during the recruitment process, please contact us.
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