IT Service Desk Customer Service Apprentice
The IT Service Desk is the public face of the University’s IT Services department. The Service Desk handles everything from individual technical problems to system outages. They are a single point of contact for our users - helping them to easily find solutions, request help and contact other IT teams.
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
UNIVERSITY OF BIRMINGHAM
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.
- 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