Service Desk Apprentice

Financial Ombudsman Service; London; Hybrid; GBP 26,000; Full time

Job summary

Join a leading organization as an IT Service Desk Apprentice, where you'll support colleagues in resolving IT issues while working towards a Level 3 Information Communications Technician apprenticeship. This role offers a competitive salary and the opportunity for a permanent position upon successful completion of the apprenticeship.

Benefits

25 days holiday entitlement

Generous pension

Private medical insurance

Employee Assistance Programme

Fully equipped on-site gym

Qualifications

• Excellent verbal and written communication skills.
• Demonstrated customer service skills.
• Ability to manage workload and respond to high volume of queries.

Responsibilities

• Provide first point of contact for IT issues.
• Log and resolve incidents and service requests.
• Create knowledgebase articles and document processes.

Skills

Communication

Customer Service

Problem Solving

Education

5 GCSEs at grade A-C including English and Maths

Job description

Looking for a new challenge?

Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!

Our IT Service Desk are looking for an apprentice to support our colleagues with resolving IT issues. By joining us as an apprentice you will be working towards Information communications technician (level 3) apprenticeship.

Contract: Initially a fixed term contract for 18 months to cover the lifetime of the apprenticeship. On successfully passing your apprenticeship qualification, we are committed to offering a suitable permanent position.

Working hours: 35 hours per week is full time. As an apprentice you will be spending 20% of your time on off-the job learning, which includes attending lectures/tutorials with your training provider. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern.

Salary: £25,207

Location: London docklands

Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.

The purpose of your role

Our service desk is the single point of contact for when our people have an IT problem or new request. As one of our service desk analysts, you’ll be the first point of contact into the IT department for the people who work here. These customers expect high-quality and reliable support, so you’ll need to understand who they are and how our systems sit together, to make sure you deliver an excellent service.

People will be in touch through email, telephone and in person and you’ll deal with everyone in a professional and confident manner. By listening carefully to customers and asking the right questions, you’ll be establishing facts and following the processes and procedures that are in place to provide the right level of assistance .

Y ou’re accountable for…

• Completing your apprenticeship qualification.

• Being customer focussed, you’ll use communication skills and technical knowledge to deliver an outstanding service.

• Taking personal responsibility for delivering on your objectives in line with our values

• Making sure that incidents and service requests are logged, progressed and resolved according to our agreed standards and procedures

• Ensuring that all steps you’ve taken when working on an incident or service request are clearly documented in the ITSM tool

• Carefully following the guidance in our knowledgebase to provide first-time fixes for reported IT problems

• Escalating calls to the right IT teams at the appropriate time based on our procedures

• Managing customers’ expectations, ensuring that they’re kept updated

• Creating knowledgebase articles, IT documentation and standard operating procedures where required

Y our skills/ experience includes…

• Excellent verbal and written communication skills – you’ll be dealing with colleagues at all levels across the organisation

• You will be able to demonstrate excellent customer service skills.

• You will be able to demonstrate the ability to manage your workload, including demonstrate being able to respond to a high volume of customer queries from across the organisation, while remaining resilient and enthusiastic

• You’ll be a problem solver, and identify where things can be improved – you’ll be suggesting new ways to make our service even better .

Other requirements…

• Y ou will have achieved 5 GSCEs at grade A-C, including English and Maths (or equivalent qualification)

• On enrolment onto the apprenticeship (September 2025) you will not be in full-time education in, or receiving of funding for other learning programmes.

• You will need a full UK Right to Work for the duration of their apprenticeship, and h ave valid and eligible residency status and be resident in the UK for 3 years before the start of the apprenticeship. Full eligibility details can be found here at Annex A. If you are not sure if you meet the residency requirements, then please contact us before applying.

How to apply

To apply, please upload a current CV, which includes your qualifications. If you are still studying include your predicted grades. We will be review your qualifications to ensure you are eligible for the apprenticeship you have applied for.

Applications need to be submitted by 23:50 on 25 May. Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!

We welcome internal applications, to apply you must have passed probation and have no live development plans in place

The recruitment process

Once you have applied, the recruitment process is as follows:

Online tests: The team will review your qualifications once the job advert has closed. If you meet the qualifications you will be emailed tests to complete, which must be completed within 72 hour. The tests are:

· Cognitive Ability test to assess your problem solving, critical thinking & attention to detail

· Workplace Behaviour Assessment, to evaluate if you’d be happy in the role applied for.

On-demand Video interview: If you pass the previous stage you will be sent on-demand video interviews to complete. This is your opportunity to tell us why you have applied for an apprenticeship, and how you feel you would be a good fit for the apprenticeship you applied for. You have 72 hours to complete this step. If you are successful, you will be invited to an interview.

We partner with Criteria to deliver the assessments & video interview. You can visit their website to learn more about the platform & read their privacy notice.

Face to face interview: If you are successful after the video interview, you will be invited to an interview with your future team. Here we are looking to understand if you have the skills to excel in the apprenticeship. It is also your opportunity to learn more about the Financial Ombudsman Service & what you’ll be doing as an apprentice. A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

Reasonable adjustments: When you apply for a role there is a questionnaire to complete, which is where you can inform us if you may require any adjustments to the recruitment process. Some examples of things we can put in place may include: extra time for online assessments or video interview, alternative formats for on-demand video interviews.

Why the Financial Ombudsman Service?

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

· 25 days holiday entitlement, with the option to buy extra or sell days

· Generous pension

· Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave

· Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few

· Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others

· Employee Assistance Programme

· Extensive opportunities for personal and career development

· Fully equipped on-site gym open 24 / 7 (London office only)

· Extensive Well-being resources including on-site therapists (London office only)

· Beautiful and bright London office looking over the Thames and near to mainline stations

· Our employee led networks (a couple of examples being our Women's Network, Carers network, and Neurodiverse Network) do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email [e-mail] and let us know your preferred method of contact.

Find out more

Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!

· LinkedIn: Financial Ombudsman Service

· Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us

Good luck with your application!