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About the Role

Open University Student Computing and Distribution Helpdesk Advisors provide frontline support, answering student and staff enquiries on technical queries and delivery of course materials, resolution to customer queries both internal and external and dealing with changing forms of contact to include telephony, email, web chat and social media. They also record all contact via The Open University systems for analysis and review of trends. Additionally, in this role you will work with other areas of the University to resolve technical queries impacting on customers and colleagues.

Please note that for this role, staff will be required to work on site in Milton Keynes, the only exception to this being, 1 week in approximately 10 weeks, when the successful candidate will be able to work from home. Due to the nature of this role, there is a requirement to work a shift pattern which will be either 8.00am to 4.00pm or 9.00am to 5.00pm, Monday to Friday.

Key Responsibilities

• Providing frontline support and resolution, answering student and staff enquiries on IT issues and course material deliveries. Triaging as appropriate, through webchat, email, and telephone.
• To record, track and update details of enquiries in a customer record management system (VOICE).
• Liaising with relevant departments at our distribution centre and assist with order processing, documentation and providing proof of deliveries to students.
• Raise queries and claims with our delivery suppliers.
• Identify best practice that can be shared with others.
• Liaise with other service areas on new and existing service/products.
• Support testing of new systems to help development and implementation.
• Contribute towards the knowledgebase, taking responsibility to update information through an agreed process and assist in training of new members of the helpdesk.
• Attend meetings and working groups as helpdesk representative, adapting and utilising an appropriate communication style.
• Develop good working relationships with stakeholders across the University.
• Undertake and contribute towards projects/pilots and testing as requested by your line manager or other relevant University employee.
• Undertake day to day administration related tasks, including, but not limited to, reporting and analysis, providing conclusions when requested.
• Maintain appropriate knowledge and skills to enable you to be aware of, and to apply these to your work and customers.

About You

Essential Criteria:

• Experience of working in a Helpdesk or Service Desk environment ideally providing Computing or IT support, or experience of a customer facing environment.
• Demonstrable experience of providing customer service.
• Communication skills commensurate with this role and the ability to respond to a varied customer base and queries.
• Proven experience of organising, managing and improving administration processes, demonstrating organisational ability and problem solving capability.
• The ability to use initiative and judgment to respond quickly and flexibly to conflicting demands.
• A competent user of IT systems, web browsers and Microsoft Office products including the ability to find or provide a solution when software fails to install or run. 
• The ability to interact directly with students.
• The ability to remain calm and effective under pressure with the ability to exercise good judgement when managing competing priorities.

Desirable Criteria:

• Knowledge of distribution and dispatch processes.
• Experience of using a Customer Relationship Management system.
• Knowledge of relevant legislative frameworks e.g., GDPR, Freedom of Information.

Support with your application

If you have any questions, or need support or adjustments relating to your application, the recruitment process, or the role, please contact us on 01908 541111 or email careers@open.ac.uk quoting the advert reference number.

What's in it for you?

At The Open University, we offer a range of benefits to recognise and reward great work, alongside policies and flexible working that contribute towards a great work life balance. Get all the details of what benefits we offer by visiting our Staff Benefits page (clicking this link will open a new window).

Next steps in the Recruitment process

Interviews are likely to be held in the week commencing 30 November 2026.

Early closing date notification

While most roles will remain open until the advertised closing date, applications may be reviewed on an ongoing basis. In some cases, vacancies may close earlier if a sufficient number of suitable applications have been received and equality impacts have been appropriately considered. All roles will remain advertised for a minimum of one week before any early closure is implemented.

If you have started an application or were in the process of applying when the advert closed, we encourage you to get in touch. We are committed to understanding individual circumstances and can offer further support where needed, including reasonable adjustments for applicants with protected characteristics.

How to apply

To apply for this role, please submit the following document(s):

• CV
• Supporting Statement (Your Supporting Statement should be no more than 1000 words and should outline how your current skills and experience meet the Essential Criteria, and where possible the Desirable Criteria listed above).

You can view your progress and application communications when you are logged into our recruitment system.  Please check your spam/junk folders if you do not receive associated email updates.