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AMICUS Help Desk Lead


Cambridge University Development and Alumni Relations (CUDAR) has an outstanding track record of securing philanthropic gifts and has overall responsibility for coordinating the campaign for the University and Colleges of Cambridge ¿ see www.philanthropy.cam.ac.uk.

We manage a CRM system which went live Autumn 2017 as well as a managed alumni Email for Life service. The CRM system contains detailed records for over 300,000 alumni, prospects, donors, trusts and organisations. The data held enables fundraising and alumni relations across Collegiate Cambridge, and is also used on behalf of Schools, Faculties and Departments, Clubs and Societies, Cambridge Trusts and Cambridge in America to drive communications with alumni, and to identify and co-ordinate fundraising approaches with prospects. The ambition is to continue to the rollout of the system across Collegiate Cambridge.

The role-holder provides first tier support to users across Collegiate Cambridge and alumni using the Email for Life service, resolving incoming user incidents on first call wherever possible and facilitating resolutions with the relevant second tier supporting teams.

Reporting to the Amicus Operational Improvement Manager, the role-holder's primary responsibilities are:

  • Incident Management - The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping users appraised of progress towards incident resolution

  • Customer Support - Acting as a single point of contact to Amicus support services and Alumni Email for Life support services via phone and email for users who are reporting issues, requesting information, access, or other services

  • Consultancy - The provision of advice and recommendations, based on expertise and experience, to address user needs

  • Social Media Moderator ¿ Bringing oversight into future online functional forums, engaging with users to encourage peer to peer knowledge sharing and validating recommendations against best practice

  • User Access Fulfilment ¿ Fulfilling user access requests relating to Amicus services, in accordance with agreed procedures, and escalating where required.

Essential skills and experience:

  • extensive experience of troubleshooting complex application and operating systems issues, and remotely supporting application users, with the ability to identify training gaps

  • experience of team working in a service environment where dealing with people, enquiries and problems is required

  • self-motivated, willing to acquire new skills and knowledge, capable of working unsupervised and able to prioritise and complete tasks in a timely manner

  • excellent communications skills (in person, over the phone, in forums and via email) with a helpful and positive manner, able to communicate clearly on a wide range of technical issues with people at all levels, be sociable and enjoy helping people with their problem or request

  • able to write user guides, and to develop and deliver training courses

To apply online for this vacancy, please click on the 'Apply' button below. This will route you to the University's Web Recruitment System, where you will need to register an account (if you have not already) and log in before completing the online application form.

Closing date for this position is the 23rd July 2018. Interviews will be held on 31st July 2018.

Please quote reference DH16033 on your application and in any correspondence about this vacancy. The University values diversity and is committed to equality of opportunity. The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Further information

Apply online