IT Service Desk Customer Service Apprentice - IT Services - 108068AP - Apprentice Grade 4

University of Birmingham
United Kingdom
Workplace: OnsiteInternshipGBP 22,037 - 27,546 annuallyFunction: Customer Support (Service Desk)Skills: ["Customer service","Communication","Teamwork","Prioritization","Problem-solving"]

Join the IT Services Service Desk as an Apprentice Grade 4, acting as the first point of contact for staff, students, and visitors. Learn to analyze new issues and requests, resolve most queries, and accurately log and triage incidents using IT Service Management tools. Support users via phone, in-person, live chat, and a web contact form, participate in ITIL-based incident/problem management, and help maintain knowledge base articles and service status updates.

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FursaFursa
University of Birmingham
University of Birmingham
1 day ago

IT Service Desk Customer Service Apprentice - IT Services - 108068AP - Apprentice Grade 4

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Last checked: 3 hours agoStatus: Live

Job Summary

Join the IT Services Service Desk as an Apprentice Grade 4, acting as the first point of contact for staff, students, and visitors. Learn to analyze new issues and requests, resolve most queries, and accurately log and triage incidents using IT Service Management tools. Support users via phone, in-person, live chat, and a web contact form, participate in ITIL-based incident/problem management, and help maintain knowledge base articles and service status updates.
Location: United Kingdom
Workplace: Onsite
Employment Type: Internship · 18 months
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide first-line IT support to staff, students, and visitors via phone, in-person, live chat, and the web contact form.
  • •Record all user contacts accurately in the IT Service Management tool.
  • •Identify trends by monitoring incident records and collaborating with colleagues.
  • •Utilise documented knowledge to resolve most issues and triage more complex requests to other support teams.
  • •Participate in ITIL-based incident and problem management, updating the IT Services Status Page and contributing to knowledge base articles.

Pay and Benefits

Salary: GBP 22,037 - 27,546 annually
Perks:Paid LeavePensionChildcare

Key Requirements

  • •Minimum GCSE grade 4 in English Language and Mathematics (or equivalent level 2 vocational qualifications).
  • •Commitment to excellent customer service.
  • •Good oral and written communication, able to tailor responses to different audiences.
  • •Ability to work effectively as part of a team toward quality service goals and deadlines.
  • •Structured, methodical approach to troubleshooting and problem solving.
Skills:Customer serviceCommunicationTeamworkPrioritizationProblem-solving
Tech Stack:ITILMicrosoft WindowsMac OS XLive chatWeb-based contact formIT Service Management toolRemote desktopSocial mediaKnowledge base

Company Brief

University of Birmingham
A major UK research university offering undergraduate, postgraduate, and doctoral programs across a wide range of disciplines; known for research, teaching excellence, and international partnerships.
Industry: Higher Education
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Government & Public Sector
Funding: Government Funded
Headquarters: Birmingham, United Kingdom
Founded: 1900
WebsiteLinkedIn