Summary
The Core Systems Optimisation Team Service Desk handles everything from individual technical problems to system outages relating to the university’s core systems footprint. The apprentice will learn how to analyse new issues and requests. Taking phone calls from users, helping them in-person, using online live chat and our web-based contact form.
Wage
£21,733 a year
Full time starting salary £21,733 per annum rising to £27,166 after 12 months service.
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, 7.2 hours per day.
36 hours a week
Possible start date
Thursday 1 May
Duration
1 year 3 months
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
· Providing first line support on all core systems related issues 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 CSOT 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.
· 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 CSOT 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 CSOT or to help deliver excellent customer service.
· Supports equality and values diversity, moderates own behaviour to avoid unfair discriminatory impact or bias on others.
· You will be expected to engage fully with the University of Birmingham apprenticeship scheme, attending mandatory group days and contributing to the successful promotion of the scheme by representing your department in a positive manner.
Where you’ll work
Edgbaston
Birmingham
West Midlands
B15 2TT
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
HIT TRAINING LTD
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
HIT training provide online training and on-site support. This will amount to on average 6 hours per week.
Requirements
Essential qualifications
GCSE in:
* English (grade 4)
* Maths (grade 4)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Team working