IT Service Desk Apprentice: Frontline IT Support & Customer Care

University of Birmingham; Birmingham; On-site; GBP 22,000 - 28,000; Full time

Job summary

The University of Birmingham invites applications for an 18-month fixed-term apprenticeship in IT Service Desk. Starting salary £22,037, rising to £27,546 after 12 months, and based at Edgbaston, Birmingham. You will learn to handle user queries, log incidents, and provide first-line IT support across multiple channels.

A strong customer-service mindset and reliability are essential. Training through HIT Training, with access to University benefits and a supportive professional network, awaits a

Qualifications

• Minimum GCSE grade 4 in English Language and Mathematics (or equivalent level 2 vocational qualifications).
• A commitment to excellent customer service.
• Good oral and written communication with the ability to tailor responses to specific audiences.
• The ability to work effectively as a member of a team towards quality service goals and deadlines.
• The ability to prioritise and schedule workload in the face of conflicting demands.
• A structured and methodical approach to troubleshooting and problem solving.
• A willingness to adopt and champion new ways of working.
• An understanding of the importance of equality, diversity and inclusion in the workplace.
• The ability to identify and respond to equality and diversity issues in line with relevant policies and procedures
• A basic working knowledge in one of the following (and familiarity with the other): Microsoft Windows, Mac OS X, Basic knowledge of mobile devices.

Responsibilities

• Providing first line IT support to staff, students, and visitors, via all the Service Desk’s contact methods.
• Ensuring all contact with users is recorded accurately in the IT Service Management tool.
• Identifying trends within recent and ongoing issues by monitoring incident records and collaborating with colleagues.
• Utilising skills, experience, and documented knowledge to provide solutions to users for the majority of reported issues.
• Accurately triage more complex or time-consuming issues to other support teams, by building a thorough understanding of our services and support teams.
• Developing a broad understanding of the University’s organisational structure, business functions, strategic aims, and key stakeholders to accurately assess the impact of issues.
• Participating in ITIL-based Incident and Problem Management in line with documented processes.
• Updating the IT Services Status Page and social media in response to service outages.
• Occasionally carrying out remote desktop support to resolve minor issues.
• Ensuring that technical solutions are documented within the IT Service Management tool for future reference.
• Being an advocate for our users and resolve whenever IT support is falling below expected levels, to ensure issues are resolved in acceptable timescales and excellent customer service is delivered.
• 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.
• Any other duties that may reasonably be required in line with your position within IT Services or to help deliver excellent customer service.
• Supports equality and values diversity, moderates own behaviour to avoid unfair discriminatory impact or bias on others.

Skills

Customer service

Communication

Teamwork

Troubleshooting

Open and approachable

Equality and inclusion

Education

GCSE English 4

GCSE Maths 4

Tools

IT Service Management tool

ITIL

Job description

The University of Birmingham invites applications for an 18-month fixed-term apprenticeship in IT Service Desk. Starting salary £22,037, rising to £27,546 after 12 months, and based at Edgbaston, Birmingham. You will learn to handle user queries, log incidents, and provide first-line IT support across multiple channels.

A strong customer-service mindset and reliability are essential. Training through HIT Training, with access to University benefits and a supportive professional network, awaits a