IT Service Desk Customer Service Apprentice

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

Job summary

Join a prestigious university as an IT Service Desk Customer Service Apprentice, where you'll gain valuable experience in providing first-line IT support. This role involves learning to analyze user issues, assisting staff and students, and contributing to a collaborative environment that values diversity and inclusion. You'll receive comprehensive training, including customer service standards and IT support processes, while enjoying a generous benefits package and flexible working arrangements. This is a fantastic opportunity to kickstart your career in IT within a supportive and innovative setting.

Benefits

40 days paid holiday

Paid volunteering day

Occupational sick pay

Pension scheme

Subsidised day nurseries

Flexible working arrangements

State-of-the-art sports centre

Access to campus amenities

Support for professional development

Qualifications

• Apprentices will learn to provide first line IT support to users.
• Training includes internal IT service desk training and customer service.

Responsibilities

• Provide first line IT support via phone, chat, and in person.
• Document all user interactions in the IT Service Management tool.
• Collaborate with colleagues to identify trends in issues.

Skills

Communication skills

IT skills

Attention to detail

Organisation skills

Customer care skills

Problem solving skills

Administrative skills

Analytical skills

Logical thinking

Team working

Initiative

Non-judgemental

Patience

Education

Customer Service Practitioner level 2 standard

Job description

Apply to: IT Service Desk Customer Service Apprentice

Apply From: 13/10/2024

Learning Provider

Delivered by HIT TRAINING LTD

Employer

UNIVERSITY OF BIRMINGHAM

Vacancy Description

The post holder is primarily responsible for learning how to analyse new issues and requests. This includes taking phone calls from users or helping them in person, as well as online using live chat and our web-based contact form. They are empowered to resolve most queries and accurately assign more complicated or time-consuming issues to other colleagues.

Team members are expected to contribute individually and within a collaborative working environment. This helps us to deliver excellent customer service and meet our service standards. The post holder should demonstrate the values of the IT Service Desk by maintaining open and honest communication, collaborating with others and being inclusive and approachable.

Main duties the apprentice will learn:

• 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 incoming 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 escalate 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

Key Details

Vacancy Title

IT Service Desk Customer Service Apprentice

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

1000281934

Key Dates

Apply From

13/10/2024

Closing Date For Applications

2024-10-27 23:59:59

Interview Begin From

Possible Start Date

2024-11-18 00:00:00

Training

Training to be Provided

• Customer Service Practitioner level 2 standard
• Apprentices will receive internal training on the IT service desk and customer service expectations. In addition apprentices receive bespoke off-the-job training from our provider HIT training

Learning Provider

HIT TRAINING LTD

Skills Required

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Analytical skills, Logical, Team working, Initiative, Non-judgemental, Patience