Salary: circa £24,500 per annum when working fulltime (35 hours)
Location: Hybrid or at any of our hubs
We believe in ‘Technology for Good’ – in improving lives through education and research. Our people want to make a real change – at Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. Being a social enterprise means that no matter how small our individual actions are, the positive impact on our collective is huge.
We’re a place unlike any other, where the best of education fuses with the best of technology to create a unique model with unique opportunities and interesting problems to solve in a diverse and inclusive environment. It’s what keeps our work varied, original and surprising – and that’s why we love it.
We’re gearing up for our most exciting chapter yet – one with the chance to both build new systems and make our mark by improving old ones. Our story will be written by those ready to take on challenges and see them through; the kind of people who never stop learning, celebrating differences and using it to drive better solutions.
We know that sometimes people can be put off applying for a job if they think they can’t tick every box but we realise the ‘perfect candidate’ doesn’t exist. So, if you can do most of what we’re looking for, go ahead and apply. You could be exactly what we need!
We’re ideally looking for someone with:
Experience working in a customer facing support service such as a helpdesk, enquiry desk or service desk, using Remedyforce, Freshservice or similar helpdesk/service desk system.
Experience in Further or Higher educational library or publisher.
Ability to communicate effectively and appropriately with individuals at all levels, using a clear telephone voice and be able to draft accurate and concise written responses to queries.
Experience using an enterprise CRM system, Salesforce or similar.
Digital resources is the Jisc directorate that delivers services that support the procurement, licensing, management, discovery and use of content and software for UK further education, higher education and research. Our product families are: licensing, open research, content and discovery.
The Technology and data team provides high quality management and support across the directorate’s products and services. It provides the technical infrastructure to support all we do, bringing expertise of the domain-specific data within our sectors and utilising new technologies and professional standards.
Key responsibilities will include but will not be restricted to:
Delivering helpdesk support before passing queries on to specialists across Digital resources.
Using a helpdesk ticket system to monitor queries.
CRM (Salesforce) to add and update contacts and other details.
Supporting members or publishers to answers licensing, subscription, and service questions.
Helping staff and possibly students, working across Further and Higher Education to use Jisc services and licencing agreements, such as Sherpa Romeo and Library Hub, and supporting them with subscribe to ebooks and journals.
Resolving product or service problems by clarifying customer queries; determining causes, selecting appropriate solutions, expediting resolutions and ensuring follow up to customer and logging of final outcome.
Recording account information and maintaining information
Working with Account managers and Licensing managers to ensure a smooth onboarding process for new customers.
Why work at Jisc:
We want to make sure our people have the flexibility they need to balance their personal lives and do well at work. So, we focus on outputs rather than presenteeism and are open to a whole range of ways of working, including flexible hours and working from home.
We’re always learning and developing. All our people have access to a huge variety of learning resources to help them achieve this.
Our benefits are great too. We offer:
• 25 days holiday (plus bank holidays and three additional days Christmas closure) and flexible agile working
• A range of health and wellbeing benefits, including access to wellbeing support
• The option to join a generous pension scheme
• A wide range of discounts, a cycle scheme, financial wellbeing savings and season ticket loans, as well as a range of other benefits
• We also offer generous parental leave arrangements, career breaks and volunteer leave
Connecting with each other is easy, thanks to our technology but getting face to face is something we value and find time for when we can. Our main offices are Bristol, London, Harwell and Manchester, so you may need to travel on occasion.
Other stuff you need to know:
At Jisc we celebrate diversity and know that it is critical to our success. We work hard to make sure we’re inclusive. So, if you’re great at what you do and share our values, we want to hear from you.
Let us know if you need any adjustments made to the application or selection process so you can do your best. We’ll be happy to help.
Just so you know, we review CV’s when we receive them, and interview as soon as we have applications that look like a good match. We don’t usually use closing dates, so apply as soon as you can to avoid missing out. We advertised this role on 12/10/21.