Job Description

Job Reference

2511

Application Closing Date

10/03/2025

Division, Department

Coventry University Enterprises Limited (CUEL) ,DS Non Payroll Staff

Salary

?300,000.00 - ?550,000.00per annum

Mode

Non Payroll , Full Time

Our Mission

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Coventry University Group is a global education group with a mission of Creating Better Futures. Driven by our passion and belief that through education, equity, and innovation our students, people, and communities are empowered to transform their lives and the world around them.




Our people are the key to our success and each role within the group plays a key role in shaping the world around us.

The Role

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As a Service Centre Phone Assistant, you will be the first point of contact for Group Staff and Students seeking support from Digital Services. Your primary responsibilities will include managing various tasks and queries through phone calls, accurately logging tickets, and collaborating with other phone assistants and technicians to ensure comprehensive telephone coverage throughout your shift.




Key responsibilities:


Act as the initial point of contact for support and providing assistance to users. Manage and log tasks and queries received via phone calls. Follow established procedures to identify, prioritise, register, and categorise incidents and requests. Diagnose incidents according to agreed protocols, investigate causes, and seek resolutions where possible. Escalate issues promptly and effectively when necessary. Resolve issues and service requests at the first point of contact, provide workarounds, and escalate tickets requiring further investigation to the appropriate Technician or Senior Technician.

Our Successful Candidate

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You will have previous experience providing IT support for both hardware and software via a Service Desk, along with experience installing a wide range of software. You should possess professional experience supporting end users and be proficient in using and supporting Windows desktop operating systems, the Microsoft Office suite, and Apple Macintosh operating systems. Additionally, you should have experience using IT fault logging or call recording systems Knowledge of Active Directory and Macintosh OS X is essential, good English, both pronunciation and writing skills and excellent Customer service skills.

The Benefits

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Employee provident fund scheme 20 days annual leaves and 12 days casual/sick leave Fixed public holidays Medical insurance of 4 lacs for employee, spouse, and children

Our Culture

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As a global Education Group, equality, diversity, and inclusion are embedded within the fabric of our organisation and are a key focus of our core values. We harness the power and potential of the diverse cultures, backgrounds, abilities, and experiences of our students, colleagues, and partners to create opportunities for all.

Full & Person Specification

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We look forward to hearing from you!