Customer Service Apprentice - IT Department (S2615)
The Service Desk acts as the front door to ICT, providing a single, consistent point of contact for all ICT related incidents, service requests, and enquiries. This includes contact via phone, email, self-service, with in ServiceNow. All requests are logged, tracked, and managed in line with agreed processes and service levels.
Role
Frontline Customer Support (Single Point of Contact). The apprentice will help provide first contact support for ICT queries, acting as part of the Council’s Single Point of Contact (SPOC) by:
- Answering calls, emails, and self-service requests
- Logging incidents and service requests accurately in ServiceNow
- Gathering clear information from users and setting expectations
- Communicating politely, professionally, and clearly with customers
- Incident Logging and Initial Diagnosis (Tier 1)
Under supervision, the apprentice will:
- Record, categorise, and prioritise incidents in line with ICT processes
- Carry out basic diagnostics using scripts, checklists, and knowledge articles
- Apply known fixes and standard procedures where authorised
- Escalate issues to senior Service Desk colleagues or resolver teams when required
Training
- Customer Service Level 2 Apprenticeship Standard
- Apprenticeship learning will take place in the workplace and at Rochdale Training one day per month
Progression is offered to the correct candidate.
- Apprenticeship Standard
- Customer service practitioner (level 2)
- Training Provider
- ROCHDALE TRAINING ASSOCIATION LIMITED
- Working Week
- 37 Hours per week - Monday - Friday. Shifts to be confirmed.
- Expected Duration
- 1 Year 3 Months
- Positions Available
- 1
- Closing Date
- Monday, 8th June 2026
- Start Date
- Monday, 7th September 2026
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Number skills
- Creative
Qualifications
- Maths & English GCSE, grade 3 and above (Desired)
About the Employer
Rochdale Metropolitan Borough Council
Rochdale Council builds success and prosperity with our citizens and partners, whilst protecting our vulnerable people.