Student IT Helpdesk Adviser

Student Computing & Distribution Helpdesk Advisor (Temporary)

Start Date: 1st September 2026 or sooner

End Date: 3rd November 2026

Pay Rate: £14.16 per hour

Location: Milton Keynes MK7 6AA

Contract: Full-time, 37hrs per week

Hours: Hours between 8am to 5pm (flexibility required)

About the Role

You will respond to enquiries via telephone, email, webchat and other digital channels, taking ownership of customer queries through to resolution wherever possible.

Working closely with colleagues across the University, distribution partners and external suppliers, you will ensure students receive the support and course materials they need throughout their learning journey.

We are looking for a proactive, customer-focused Helpdesk Advisers, you will provide first-line support to students, Associate Lecturers and colleagues, resolving a wide range of technical and course material enquiries across multiple communication channels.

Whether you are helping students access their online learning platform, troubleshooting software installation issues or coordinating the delivery of study materials, you will deliver an outstanding customer experience while ensuring every interaction is handled professionally and efficiently. The University's Computing Helpdesk supports students with technical issues including account access, software, passwords and online services, operating across phone, email and webchat.

Who We are Looking For

This role would suit candidates with experience in:

• IT Helpdesk or Service Desk Support
• First-Line IT Support
• Customer Contact Centres
• Technical Support Advisor roles
• Higher Education or Student Services (desirable)
• Distribution or Logistics Customer Support (Desirable)

Key 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 the University's VOICE customer relationship management system.
• Liaise with the University's 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 the University 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.

About You

You will enjoy solving problems, helping people and working in a fast-paced customer service environment. You will need to be organised, adaptable and able to remain calm under pressure while delivering consistently high levels of customer service.

Essential

• 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 - a large proportion of the work is webchat and email
• Good IT literacy: operating systems, browsers, MS Office, basic fault-finding
• Able 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.
• Understanding of Higher Education or student support services.
• Awareness of GDPR, Freedom of Information and data protection legislation.

Equality, Diversity & Inclusion

The Open University is committed to equality, diversity and inclusion which is reflected in our mission to be open to people, places, methods and ideas. We aim to foster a diverse and inclusive environment so that all in our OU community can reach their potential. We recognise that different people bring different perspectives, ideas, knowledge, and culture, and that this difference brings great strength. We strive to recruit, retain and develop the careers of a diverse pool of students and staff, and particularly encourage applications from all underrepresented groups. We also aspire to make The Open University a supportive workplace for all through our policies, services and staff networks.

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