IT Service Desk Customer Service Apprentice

About the role

The IT Service Desk is the primary point of contact for the University of Birmingham's IT Services department, handling technical issues for staff, students, and visitors. This apprenticeship offers hands-on experience in providing first-line IT support, recording incidents, identifying trends, and escalating complex issues. The apprentice will learn about the University's structure and business functions, participate in ITIL-based processes, and contribute to maintaining the IT Services Status Page and knowledge base. Key responsibilities include ensuring accurate recording of user interactions, utilizing documented knowledge for solutions, and advocating for users to ensure excellent customer service and acceptable resolution times. The role also emphasizes updating documentation, carrying out remote support, and contributing to the creation and maintenance of knowledge base articles written in plain English. The apprenticeship is committed to fostering an inclusive environment and supporting diversity.

Entry requirements

• GCSE Maths & English Grade 4 or above, communication skills, IT skills, attention to detail, organisation skills, customer care skills, problem-solving skills, administrative skills, number skills, analytical skills, logical thinking, team working, initiative, non-judgemental attitude, patience.

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