Helpdesk Assistant

Casual Staff Role: Job Description & Person Specification

Key Information

Job Title

Helpdesk Assistant

Department

Commercial and Central

Team

Helpdesk

Reporting to

Head of Commercial Operations (Deputy Chief Executive)

Direct Management
Responsibility
Location

N/A

Roehampton Students’ Union

Hourly Rate of Pay

£12.21 (excluding holiday pay)
£13.68 (including holiday pay)

Hours of work

Up to 20 hours per week during term time (between Monday to Friday 09:00 –
17:00)

Occasional requirement for work on weekends and evenings depending on the
business requirements.

Contract type

Zero-hours (in accordance with the needs of the organisation and the individual
staff member), fixed-term.

Purpose of the Role

As the first point of contact at the Students’ Union, our Helpdesk team are central to delivering a warm
welcome to the organisation, driving our administrative function, and providing triage services for our
Advice Centre.

Key Responsibilities

To help make this job description as clear as possible, we’ve included some examples of the type of
work/jobs you’ll be asked to do on a regular basis as part of this role:

•  Meeting and greeting students, staff, and visitors to the Students’ Union, ensuring they receive a

warm welcome.

•  To always portray a friendly, professional, and courteous manner.
•  Respond to enquiries received through various RSU communication channels including face to

face, email, telephone, and social media.

•  Providing a triaging service, administrative support and data entry for the RSU advice service.
•  Provide administrative support for the organisation including but not limited to, room booking,

stationery ordering, and managing student group storage.

•  Responsible for the upkeep and cleanliness of the reception area.
•  Assist individual students and student groups with purchase enquiries relating to events tickets,

student group memberships and merchandise orders.

•  Provide analysis of data and information collected, producing reports which summarise findings.

•  Arrange collection of daily post and parcel deliveries and the internal redirection of these items.
•  Carry out duties at the request of the line manager that are consistent with the grading of the post.

General Responsibilities

•  Comply with relevant equality and diversity policies, promoting a healthy working environment

where all individuals are valued.

•  Comply with relevant health and safety policies, seeking to minimise hazards for others.
•  Support the development and implementation of sustainability initiatives within the organisation.
•  Comply with relevant data protection policies, ensuring General Data Protection Regulations are

considered when making plans and decisions.

•  Establish and maintain excellent working relationships with students, volunteers, staff and

individuals outside of the Students’ Union (for example the University).

•  Comply with the Students’ Union’s articles of association and other governing documents,

recognising and celebrating the contribution of members to leading our work.

•  Work as part of a wider team, undertaking any other reasonable duties appropriate for the grade

that may be required by the organisation.

Person Specification

Essential  Desirable

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Education & Training
Must be a current University of Roehampton student for the 2025/2026
academic year through to July 2026.
GCSE Maths and English or equivalent (Minimum Grade C/4).
Experience & Knowledge
Experience of working in a customer service/office administration role (either
voluntary or paid).
Competent in using the Microsoft Office suite (Word, Excel, Outlook) and other
relevant software for administrative purposes.
Skills & Abilities
An ability to provide excellent customer service in a busy environment,
remaining calm, polite and friendly at all times when dealing with a diverse
range of individuals.
Excellent verbal and written communication skills, with the ability to respond
effectively via face-to-face, email, telephone, and social media.
A high level of attention to detail, accurately able to complete data entry tasks
and produce clear reports based on collected information.
Enthusiasm to develop your skills and knowledge.
Willingness to carry out a variety of tasks and respond flexibly to changing
priorities.
The ability to work independently on your own initiative, and co-operatively
within a team environment.
Demonstratable ability to work with confidential information, displaying tact and
discretion with regards to the disclosure and handling of information of a
confidential and/or sensitive nature while maintaining data protection principles.
Business Requirements
Ability to work occasionally on weekends and evenings depending on business
requirements
Candidates must have a right to work in the UK to be considered for this
post.
Values
We’re a values-led organisation, which means we’re keen to attract applicants who share our priorities. We’re keen to hear
about times you’ve demonstrated the following:
Student Focused: We exist to make student life better for students at
Roehampton and everything we do should be in the service of driving this
forward.
Transparent: We believe we should be as open as possible about the way we
work and how decisions are made.
Supportive: We support equity, diversity, and inclusion and believe the
Students’ Union is a place where everyone can thrive.
Bold: We are ambitious for our students and unafraid to challenge the status
quo.
High Quality: We are committed to excellence in everything we do.

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