1. Providing Service Support:Respond to customer enquiries, questions, requests and processing tasks lodged through multiple channels.Resolve transactions, using both Knowledge Base articles and other reference materials, where applicable.Use the Shared Service Centre ticket management platform to raise tickets for all customer enquiries/requests received via telephone or email.Proactively update all escalated or re-allocated tickets with the following relevant information:Type or category of enquiry,Resolution approach and outcome deployed,Reasons for escalation or re-allocation of specific tickets to another ‘Tier’ Service Support Level for further investigation and/or resolution.Provide support and responses to enquiries and requests via Remote Support, Remote Access and Live Chat, when required.2. Enquiry Escalation:Using the information provided, assess customer-raised tickets and enquiries to determine whether escalation to another team is required.Escalate all triaged tickets, including High Priority and VIP category tickets through the appropriate channels to the relevant teamTroubleshoot all enquiries and tickets received that are linked to, or associated with, a specific critical issue[s] or incident[s] and escalate through the appropriate channels to the relevant first point of contact, if required.3. Continual Improvement:Identify, nominate and participate in any continual improvement opportunities across processes, products, services, technology / systems and reporting within the Shared Service Centre.Identify gaps in ChatBot knowledgebase.4. Interpretation, Advice and Guidance:Ability to interpret relevant ICT knowledge and guidelines to provide accurate advice.Ability to interpret relevant information and be able to communicate and advise clearly on ICT related matters5. Online systems:Ability to use a range of online systems, including ServiceNow, ICT Knowledge Base as well as other systems when required.6. Training and Development:Attend training as required and be proactive in suggestions of improvements or training for the Shared Service Centre7. Relationships and Engagement:Work collaboratively with Shared Service Centre staff members and management, as well as other groups, cohorts and stakeholders across the University.This will be achieved through:the adoption and use of collaboration tools such as Microsoft Office 365,the sharing of knowledge and expertise with Shared Service Centre colleagues as well as with various other groups, cohorts and stakeholders across the University, andthe solicitation of customer feedback about individual and Shared Service Centre performance in order to improve service quality, standards and delivery.Attend and participate in scheduled individual team and Shared Service Centre wide meetings and forums, when required.Attend, participate in and complete all mandatory training and up-skilling courses and sessions when scheduled.8. Ad Hoc Activities:The performance of any other activities and duties that are both consistent with and appropriate for the position context and the primary function of the Service Centre Consultant role, as directed.The performance of any other activities and duties that are both consistent with and appropriate for the position context and the primary function of the Service Centre Consultant role, as directed.At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.