Apprentice CSOT Support Analyst

Getting In Limited; Birmingham; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking an Apprentice CSOT Support Analyst to deliver exceptional first-line support for core systems. This role involves engaging with users to resolve issues, documenting interactions, and identifying trends to improve service quality. Join a world-renowned university committed to fostering an inclusive environment and supporting your professional growth. With a generous benefits package, including paid holidays and flexible working arrangements, this opportunity is perfect for those looking to kickstart their career in IT support while contributing to a vibrant academic community.

Benefits

40 days paid holiday

Paid volunteering day

Occupational sick pay

Pension scheme

Subsidised day nurseries

Flexible working arrangements

Qualifications

• Strong communication and customer care skills are essential.
• Ability to work in a team and solve problems effectively.

Responsibilities

• Provide first line support on core systems via Service Desk methods.
• Document all user interactions in the IT Service Management tool.
• Participate in ITIL-based Incident and Problem Management.

Skills

Communication skills

IT skills

Attention to detail

Organisation skills

Customer care skills

Problem solving skills

Team working

Job description

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Apply to: Apprentice CSOT Support Analyst

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Apprentice CSOT Support Analyst

Apply From: 14/03/2025

Learning Provider

Delivered by HIT TRAINING LTD

Employer

UNIVERSITY OF BIRMINGHAM

Vacancy Description

1. Providing first line support on all core systems related issues via all the Service Desk’s contact methods.
2. Ensuring all contact with users is recorded accurately in the IT Service Management tool.
3. Identifying trends within recent and ongoing issues by monitoring incoming incident records and collaborating with colleagues.
4. Utilising skills, experience, and documented knowledge to provide solutions to users for the majority of reported issues.
5. Accurately triage more complex or time-consuming issues to other CSOT support teams, by building a thorough understanding of our services and support teams.
6. Developing a broad understanding of the University’s organisational structure, business functions, strategic aims, and key stakeholders to accurately assess the impact of issues.
7. Participating in ITIL-based Incident and Problem Management in line with documented processes.
8. Occasionally carrying out remote desktop support to resolve minor issues.
9. Ensuring that technical solutions are documented within the IT Service Management tool for future reference.
10. Being an advocate for our users and escalate whenever CSOT support is falling below expected levels, to ensure issues are resolved in acceptable timescales and excellent customer service is delivered.
11. Contributing to the creation and maintenance of knowledge base articles, ensuring documentation is easy to follow, written in Plain English and tailored to the correct audience.
12. Any other duties that may reasonably be required in line with your position within CSOT or to help deliver excellent customer service.
13. Supports equality and values diversity, moderates own behaviour to avoid unfair discriminatory impact or bias on others.
14. You will be expected to engage fully with the University of Birmingham apprenticeship scheme, attending mandatory group days and contributing to the successful promotion of the scheme by representing your department in a positive manner.

Key Details

Vacancy Title

Apprentice CSOT Support Analyst

Employer Description

A world top 100 university and part of the prestigious Russell Group, the University of Birmingham makes important things happen. Delivering groundbreaking research and excellent research led teaching. People are at the heart of what we are and do. The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success. We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University. We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work. Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries. The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum, and botanical gardens.

Vacancy Location

Edgbaston Birmingham B15 2TT

Wage Frequency

Custom

Number of Vacancies

1

Vacancy Reference Number

1000309022

Key Dates

Apply From

14/03/2025

Closing Date For Applications

2025-03-30 23:59:59

Interview Begin From

Possible Start Date

2025-05-01 00:00:00

Training

Training to be Provided

HIT training provide online training and on-site support. This will amount to on average 6 hours per week.

Learning Provider

HIT TRAINING LTD

Skills Required

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Team working

Apply Now