Summary
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.
Wage
£20,693 a year
rising to £25,866. per annum after 12 months service
Training course
Customer service practitioner (level 2)
Hours
Normally, Monday to Friday 8.00am - 6.00pm shifts.
36 hours a week
Possible start date
Monday 14 April
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
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
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
* Customer Service Practitioner level 2 Apprenticeship 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
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade C or above (4-9))
* Maths (grade C or above (4-9))
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
* Administrative skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience