Client Services Associate

HEAnet Client Services · Dublin 1, Leinster
Department HEAnet Client Services
Employment Type Full-Time
Minimum Experience Experienced

HEAnet is Ireland’s National Research and Education Network, providing internet connectivity and ICT shared services across all levels of the Irish education system, reaching 1,000,000 end users. We connect learners and researchers across all of Ireland to education resources and to fellow national educational and research networks in Europe, and the rest of the world. We are looking for a Client Services Associate to join the Client Services Function.

 

What the Client Services function does

The Client Services function within HEAnet looks after the management of the relationship with HEAnet clients. This includes the raising of awareness of HEAnet services and working with clients to identify new common, repeatable & shareable solutions.

 

Client Services arrange client meetings, workshops and events on a regular basis and hold a national conference annually. Through collaboration with colleagues in Client Services the Client Services Associate will make an impact for HEAnet and our clients by advocating and positioning the activities and services of HEAnet in various communication, events, and social media channels.

 

Reporting to the Client Services Director, our new team member will maintain the HEAnet Services Catalogue, including ensuring listing accuracy, recommending services, monitoring, promoting, and reporting on ultilisation of services and working closely with colleagues on the Services Portfolio.

 

Other elements of the role will include working with colleagues in the wider Client Services function in the implementation of communications plans that help realise HEAnet objectives and in the delivery of client-facing events.

 

Events (online & physical) and engagement programmes support will focus on preparation and ensuring they are well organised, delivered, and managed. Communications elements will focus on drafting short articles, news items and joint press releases, and other content for web, social media, newsletters, and materials as needed.

 

This role is based in our office in Dublin 1.  Some travel may be required as part of this role. On different days of the week any team member may be working from home, so we use tools like Microsoft Teams and video conferencing to keep in touch.

 

How we do it 

Our company values underpin how we do things in HEAnet. We believe in and live by our values and understand they are integral to making HEAnet a great place to work.


image                       image                    image                  image                image                 image

Positive                 Future                Empowered         Enjoy It            Equality &          We Share

Impact                  Focused               Decision                                       Fairness 

                                                           Making                                   

 

What you get from us 

From the team 

We value knowledge sharing and communication. We have regular team meetings to share what we are all working on and to share with one another what is happening across Client Services and the company. You will also have a 1:1 meeting with your manager on a regular basis.

 

Every Friday we have presentations from anyone in the company on a wide range of topics from technical demos to project management to mental health. We keep in touch using instant messaging, video conferencing and other communication tools.

 

We encourage critical thinking and the exploration of new ideas. We provide a diverse working environment and value everyone’s contribution.

 

We promote a healthy work/life balance. Work outside of standard hours is rare and agreed in advance. We take the care of our team members mental health seriously.

 

Company Benefits

  • Annual performance management system
  • Professional education support
  • Comprehensive group and individual training & development initiatives
  • On-going well-being initiatives
  • Health insurance for employees
  • Defined contribution pension scheme
  • Flexible start/finish times
  • Working from home
  • Employee Assistance Programme (EAP)
  • Taxsaver Ticket scheme
  • Cycle to Work scheme

For further information about who we are and our core values, see https://www.heanet.ie/who-we-are/who-we-are

 

What we need from you

 

  • A minimum of four years’ previous experience in a similar role
  • Strong appreciation of ICT services relevant to the education and research sector
  • Self-motivation and the willingness to take on responsibility for your own area of work
  • Ability to use your initiative and work independently, where appropriate
  • Valuing teamwork and an ability to work effectively with all colleagues in Client Services, the organisation and clients to achieve common goals
  • Strong communication and influencing skills. You’ll be comfortable conveying information in an effective manner, which includes conveying your approach well, but also taking account of elements from others perspective, and where appropriate resolve conflicting viewpoints

 

Bonus Points

We don’t need you to have experience in the following areas, but if you did it could be beneficial. 

 

  • Experience working in the Higher Education Sector
  • ITIL V3 or V4 certification(s)
  • Client Relationship Management experience
  • Background in service catalogue/service portfolio administration
  • An organised approach to work and an ability to prioritise effectively in a busy and changing environment
  • A flexible attitude to the evolving needs of the post and its environment

 

More important information

 

At HEAnet we celebrate diversity and understand how important it is to our ongoing success.  We would like to hear from candidates who are great at what they do and whose values align with ours.

If you need any adjustments made to the application or selection process so you can do your best, please let us know.

 


 


Thank You

Your application was submitted successfully.

  • Location
    Dublin 1, Leinster
  • Department
    HEAnet Client Services
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced