Data User Apprentice - Service Systems Administrator

Looking to build a long-term career in the exciting world of Data and Technology? Look no further! This is your chance to take your first step into a rewarding career with a Level 3 Data Technician Apprenticeship at Kaplan.This role is perfect for people who are currently not in education, employment or training and are looking for an opportunity to gain valuable skills, paid work experience, and a recognised qualification.

Whether you're leaving school or college, taking a different career path, or looking for your first full-time role, this apprenticeship provides the support and training you need to get started. You'll earn a salary while gaining hands-on experience in a professional workplace and studying towards a nationally recognised qualification.

As a key member of the Service Delivery Operations team, the Service Systems Administrator will provide essential operational support by maintaining accurate and complete data within core Kaplan systems. The role holder contributes to the smooth execution of day-to-day processes and carries out timely data entry, supporting our strategy to ensure Kaplan is easy to do busy with.

As the Service Systems Administrator, you will:

• Act as the first point of contact for system queries and issues via Freshdesk

• Process data and support the production of reports, as instructed

• Complete updates and housekeeping tasks within the systems

• Manage own workload and priorities ensuring that deadlines and expectations are met and quality is maintained

• Build and maintain strong working relationships with internal stakeholders, contributing to opportunities for efficiency and continuous improvement

• Champion, in all that we do, the vision, values and quality expected by Kaplan

Detailed responsibilities

System & Data Administration

• Use a variety of platforms to best facilitate routine tasks. These include:

• Google Workspace

• Onefile

• Business Central

• Dayschedule

• Excel

• PowerBI

• Update systems with information relating to Learner progress. An example of this would be adding notes from internal support teams to Onefile.

• Assist with tasks relating to user management and system access, including:

• Setting up system access for external Line Managers

• Resolving user queries

• Raising system related issues

• As required, create new system based forms or templates, and complete system housekeeping tasks

• Support with reporting tasks as required

• Follow GDPR processes at all times to prevent and if necessary promptly report data breaches.

Triaging and responding to our team’s Freshdesk queries

• Triage queries allocated to our team in Freshdesk and resolve them where possible.

• Reassign to the relevant team/colleague or escalate to a Manager, as appropriate, if you are unable to resolve yourself.

• Ensure all responses are provided within agreed service level agreements.

Help drive continuous improvement

• Review the process and guidance documents relevant to your role, twice yearly, to identify anomalies and update them as applicable, to ensure all processes are clearly and correctly recorded.

• Make suggestions to improve our processes and drive efficiencies in our team, using AI to support improvements where applicable.

• Suggest improvements that can be made to our systems.

• Thoroughly test any new developments in relation to the above tasks and provide feedback on their viability.

You’ll also carry out other duties, within the broad scope and spirit of your role, as requested by your manager. Our business continuously evolves, so your role will too.

• Communication skills
• IT skills
• Organisation skills
• Attention to detail
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative

• Maths GCSE, grade 9-4 (Essential)
• English GCSE, grade 9-4 (Essential)