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Guidant Global is working in partnership with UCL to recruit for OneDesk Advisors in London.
Location: Bloomsbury, London / Hybrid
Contract: 3 Months
Working Pattern: Minimum 2 days on-site per week, with potential shift work
Department: Professional Services Hub
Organisation: UCL - London's Global University
Grade: 6
About the Role
UCL is seeking a customer-focused OneDesk Advisor - IT to join our Professional Services Hub on a 3-month contract. You'll be the first point of contact for IT and business operations queries, supporting students, staff, suppliers, and partners via phone, email, and live chat.
This is a hands-on role where you'll resolve issues, manage cases, and contribute to service improvements-all within a collaborative and forward-thinking team.
Key Responsibilities
* Provide first-contact resolution across multiple channels
* Own and manage customer queries through to resolution
* Collaborate with internal teams to deliver consistent service
* Maintain accurate records and contribute to training materials
* Support wider PS Hub teams when needed
* Work flexibly across UCL sites including UCL East and central London locations
What You'll Need
* IT support experience in a large, complex organisation
* ITILv3 Foundation or equivalent knowledge
* Strong customer service skills and CRM experience (e.g., RemedyForce)
* Excellent communication, problem-solving, and time management skills
* Ability to explain technical concepts to a range of users
* Commitment to continuous learning and service excellence
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