Job Description

KDS-P06 - First Line Support Operator

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Job description

The Knowledge and Digital Services department at the University of Winchester, provides our students and staff with a wide range of services, resources, and equipment to help them achieve their academic activities. As First Line Support Operator, the post holder will be the first point of help and support to students, staff and visitors across three sites, with service points within the University libraries and a multimedia centre. Our queries range from questions around IT (including helping with many different devices and software), library queries as well as working in the multi-media loan counter which loans audio-visual equipment such as cameras, microphones to our staff and students. This role is delivered in-person at an Enquiry desk, online via chat, email, telephone or other new modes implemented.


The successful candidate will join a customer service orientated team with the purpose of supporting our staff, students and visitors. Duties will include a front-line enquiry service across all sections of the department, as well as ensuring the operational health, safety and security of those using the areas and equipment. You will be comfortable answering face to face enquiries as well as by email, phone and online via chat and other modes.


Previous customer service experience is essential, and it would be advantageous to have experience of working in an educational environment. You will be able to work with students, academic staff and members of the public, show excellent communication skills and be able to work as part of a team, as well as on your own initiative.


The successful appointee will be expected to work 37 hours per week, which will include evening and weekend working. Flexibility will be required during our vacation periods. We operate a safe lone working policy and provide extensive development to our staff to ensure you stay up to date in an exciting and developing service. The post holder will be expected to work across all our sites; the West Downs Library, the Martial Rose Library and the Multimedia centre.



As an employee at the University of Winchester, we are committed to your wellbeing and development. You will have access to a wide range of benefits and support including:
Employee Assistance Programme Holiday entitlement of 21 days per year rising by 5 days after 5 years' service and the option to buy extra leave up to a maximum of 35 days Discounts at many retailers, restaurants and entertainment Free wellbeing events including weekly exercise classes Contributory pension scheme On site gym and sports facilities

Interview Date: 22 September 2025

To educate, to advance knowledge and to serve the common good.