Apprentice Service Desk Adviser Benefact Group · Gloucester ·

Benefact Group plc; Gloucester; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

An innovative organization is seeking an Apprentice Service Desk Adviser to join their Gloucester office. This role offers a fantastic opportunity to develop your career while delivering exceptional customer service as part of a dedicated team. You'll engage in a 16-month apprenticeship, gaining valuable experience in a supportive environment. The company values personal and team development, encouraging employees to enhance their skills and contribute to a culture of kindness and ambition. If you're enthusiastic about technology and eager to learn, this position could be the perfect fit for you.

Benefits

Hybrid working

Group Personal Pension - up to 12% employer contribution

Generous annual bonus scheme up to 24%

25 days annual leave plus bank holidays

Health and wellbeing benefits

Annual personal grant to charity

Volunteering day per year

Employee Assistance Programme

Full study support for qualifications

Access to virtual GP

Qualifications

• Interest in technology and ability to handle difficult situations.
• Excellent customer service skills and a team player attitude.

Responsibilities

• Deliver exceptional customer service as part of the Service Desk team.
• Build internal and external relationships to enhance service.

Skills

Customer Service Skills

Problem Resolution

Communication Skills

Team Player

Technology Interest

Education

Customer Service / IT-related qualification

Tools

Microsoft Office 365

Windows Operating System

Active Directory

ITSM Toolset (e.g., Ivanti, ServiceNow)

Job description

Working hours: 35 hours per week, Monday to Friday

Duration: Permanent

Location: Gloucester

Job Ref:203839

About the role

Benefact Group are looking for an Apprentice Service Desk Adviser to join our Gloucester office.

The apprenticeship will run for 16 months alongside working within our Service Desk team, delivering exceptional customer service to the Group and supporting our first contact resolution approach.

Joining our rapidly expanding and innovative Group presents a fantastic opportunity to develop your career and become an integral part of an inclusive, purpose-led organisation.

Key responsibilities

• Enhance value through quality of service and technical delivery
• Deliver exceptional customer service acting as part of our GT Service desk team
• This role sits within the Service Desk function, which is the ‘face of IT’ being the first point of contact to the GT Department, providing excellent customer service, in person and remote, to the organisation.
• Adhere to company values and standards to reinforce Benefact Group’s ethos towards internal and external customers

Invest in Customer Relationships

• Proactively build successful internal and external relationships to deliver exceptional customer service and support our “right first time” FCR approach

Personal and Team Development

• Successful completion of the Group Technology Apprentice programme
• Demonstrate active commitment to owning personal development making best use of opportunities for on-the-job and formal training
• Act on audit results and agreed action plans to improve own performance and fulfil personal potential
• Engage with company communications to ensure personal understanding of key company/customer issues and Benefact Group strategic aims

Share and Collaborate

• To build own and team knowledge and expertise to enable the delivery of increasing levels of customer service
• Identify opportunities to improve current methods, practices and processes

Knowledge, skills and experience

• Interest in technology and problem resolution
• Excellent customer service skills, ability to be able to handle difficult situations and negotiate a satisfactory outcome
• Friendly, approachable, team player, willingness to learn, enthusiastic, able to deal with a fast-paced changing environment, motivated, work off own initiative
• Good communicator
• The ability to build co-operative and productive customer relationships
• A clear appreciation of the need for exceptional standards of customer experience and evidence of a strong commitment to delivering improved standards

Desirable (but not essential)

• Awareness of corporate technology, including Microsoft Office 365 and Windows operating system, Active Directory
• Previous service desk experience, including use of an ITSM toolset (e.g., Ivanti, ServiceNow)
• Qualified as SDI SDA or ITIL Foundation, or Customer Service / IT-related qualification

What we offer

• A competitive salary - let's discuss it
• Hybrid working
• Group Personal Pension - up to 12% employer contribution
• Generous annual bonus scheme up to 24%
• 25 days annual leave plus bank holidays, and a holiday buy and sell scheme
• A range of health and wellbeing benefits, including private healthcare, income protection and life assurance
• Up to £400 annual personal grant to a charity of your choice
• Encouraged to take at least one volunteering day per year
• Employee Assistance Programme
• Full study support to gain professional qualifications
• Access to virtual GP
• Enhanced maternity and paternity pay

About us

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.

At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.

If you need any additional support during the recruitment process, then please let us know.