IT Service Desk Customer Service Apprentice
Role
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
Training
- 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
- Customer Service Officer
- 1st or 2nd line support roles in our IT service desk
- Apprenticeship Standard
- Customer service practitioner (level 2)
- Training Provider
- HIT TRAINING LTD
- Working Week
- Normally, Monday to Friday 8am - 6pm shifts.
- Expected Duration
- 15 Months
- Positions Available
- 2
- Closing Date
- Sunday, 14th July 2024
- Start Date
- Monday, 19th August 2024
Desired Skills
- 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
Qualifications
- English GCSE or equivalent, grade C or above (4-9) (Essential)
- Maths GCSE or equivalent, grade C or above (4-9) (Essential)
About the Employer
- Company
- UNIVERSITY OF BIRMINGHAM
- Location
- Edgbaston, Birmingham, West Midlands, England
- Employment Type
- Intermediate Apprenticeship
- Salary
- £20,693.00
- Posted
- Company
- UNIVERSITY OF BIRMINGHAM
- Location
- Edgbaston, Birmingham, West Midlands, England
- Employment Type
- Intermediate Apprenticeship
- Salary
- £20,693.00
- Posted