Apprentice IT Service Desk Support Assistant

Apprentice IT Service Desk Support Assistant - 97711 - Apprentice Band 300

IT Services

University of Birmingham, Edgbaston, Birmingham UK

Full time starting salary is £14,882 with progression after 12 months to £18,602 a year

Apprentice Band 300

Full time

Fixed Term Contract for 15 months

Closing Date: 11th July 2021

Job context

This apprenticeship is a customer facing entry level IT support post gaining a wealth of IT experience based at the IT Service Desk.

The apprenticeship will be within End Users Services at the University of Birmingham. The placement will be within the Main Library where the Service Desk is located. The apprentice will learn to be the primary point of contact for all users with computing issues, analysing and triaging calls, resolving straightforward enquiries and passing on more time consuming or complicated enquiries to other support teams. The apprentice will study the Customer Service Practitioner apprenticeship standard with University College Birmingham.

Apprenticeship summary

IT Support Assistants work for the IT Service Desk which will involve customer interaction on the front desk support and also phone, live chat and web call support. You will learn to provide first line support to staff and students of the University.

As an apprentice your role will be to learn to analyse and triage calls; resolving straightforward enquiries, and passing on more time consuming or complicated enquiries to colleagues both in the Service Desk Team and in the wider University teams.
In order to flexibly use resource you may be given the opportunity to work elsewhere in the department or wider University.

Main duties you will learn

1. Providing first line IT support to staff, students and visitors. IT Service Desk Assistants will typically spend 2 days a week dealing with face to face callers.
2. Developing and maintaining a good knowledge of the organisational structure in your area so as to be able to triage calls appropriately and understand the organisational impact of reported faults.
3. Where reported faults mean a member of staff is unable to work you will need to react quickly and diagnose and fix faults if possible or pass on to the appropriate person for further support. This would be both visit and remote tasks.
4. Treat everyone with dignity and respect, supporting equality and valuing diversity.
5. Resolving Service Desk requests such as access control, mailing list membership, group membership etc.
6. Updating the IT Services Status Page and social media in response to services outages.
7. Writing articles for the IT Service Desk Knowledge Base and joint IT/Library Knowledge Base, and ensuring that all job-related is documented and available to all colleagues at the Service Desk.
8. Contributing to the collective knowledge of the team by staying up to date with new technology, and maintaining an up to date overview of hardware and software related to teaching and learning at the University.

Knowledge and Skills

• A basic working knowledge in one of the following (with some exposure to the other):

o Microsoft Windows
o Mac OS X

• Basic PC troubleshooting / support skills.
• A desire to provide excellent customer service, with a friendly and helpful personality.
• Able to develop excellent communication skills, both written and verbal.
• Excellent time keeping.
• The ability to learn how to prioritise competing demands.
• The ability to learn to work effectively as a member of a team and unsupervised when required.
• A desire to continually learn and improve.

Qualifications and Experience

• A minimum of five GCSEs (C-A* or 4-9) essential including Maths and English.
• Experience of using core Microsoft Office products (e.g. Excel, Word, PowerPoint).
• Some existing customer service experience would be desirable.

This apprenticeship would suit:

The apprenticeship would suit an individual with a positive attitude towards the provision of exceptional customer service in a demanding IT environment. They will be a people person, polite, approachable and welcoming, able to talk to customers face to face, over the phone or via electronic medium. They will be confident, able to build strong relationships with team members and customers. They will be hard working, calm under pressure with a strong desire to learn.

Our values and behaviours

• Works effectively with others
• Consistently adopts helpful and supportive attitude
• Continuously reflects on work practices to make improvements
• Actively interested in learning and developing
• Reliable and highly motivated
• Provides consistently high level of customer service
• Self-aware and understands impact of own behaviours on self and others
• Embraces different perspectives
• Flexible and adaptable in approach and takes responsibility for achieving goals
• Seeks help and advice when needed