Research Support Specialist
2 weeks ago
This role provides a unique opportunity to contribute to the success of a world-class research institution. As the Service Officer, you will be a key point of contact for delivering friendly and knowledgeable support to researchers via online tickets and phone calls.
Key Responsibilities- Work in a collaborative team environment and report to the Research Service Desk Team Leader.
- Triage research support enquiries, deliver daily services, and manage escalations using deep knowledge of University policy.
- Provide high-quality administrative support and resolve researcher enquiries across multiple communication channels.
- Maintain records, generate reports, and manage online knowledge content to support service improvement.
- Escalate higher-level issues to the Senior Service Officer.
- You have experience providing customer service in a fast-paced and complex environment.
- You possess excellent stakeholder engagement and communication skills.
- You have developed negotiation and influencing skills with the ability to manage sensitive situations.
- You have strong problem-solving skills with the ability to take initiative.
- You are proficient in Microsoft Office Suite, including Excel, with ServiceNow experience a plus.
- Experience working in higher education is highly desirable.
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