Digital Service Centre Phone Assistant

2 weeks ago

Delhi, India Coventry University Full time

**Job Reference**

2802

**Application Closing Date**

04/06/2025

**Division, Department**

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

**Salary**

₹300,000.00 - ₹550,000.00 per annum

**Mode**

Non Payroll, Full Time

**Our Mission**:
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**:
**This role is based in Delhi, India**

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 support 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 supporting and assisting users.
- Manage and log tasks and queries received from 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.

You will be an excellent oral and written communicator, capable of expressing complex technical terms and messages clearly and concisely in English while tailoring your message to the caller's needs. Previous professional call handling experience will be a distinct advantage.

You’ll be resilient, methodical, and empathetic. We won’t always be able to assist our callers immediately, so you’ll feel at ease managing caller expectations and explaining what we can do instead.

While not essential, ideally, you should have prior IT Service Desk or Service Centre experience providing IT support for both hardware and software and experience installing various software. Either way, you must be proficient in using Windows desktop operating systems, the Microsoft Office suite, and Apple Macintosh operating systems and have a strong understanding of basic IT troubleshooting skills. General IT literacy and a genuine interest in the IT industry are essential.

This hybrid role requires availability during UK business hours. Your work environment will be split between our central Delhi office and remote work from home, so you’ll need a private space to work at night.

**The Benefits**:

- 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**:
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 Job Description & Person Specification**:
We look forward to hearing from you

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