IT Service Desk Customer Service Apprentice
This apprenticeship is focused on developing excellent customer service skills within a professional IT environment. The post holder will learn how to analyse and resolve a wide range of IT issues and service requests, supporting users via phone, live chat, our online portal and in person at the front desk.
Role
- Providing first line IT support to staff, students, and visitors, via all the Service Desk’s contact methods, developing the skills and confidence required to operate as a fully effective first line analyst.
- Gaining exposure to selected second line support activities as part of the apprenticeship, working alongside colleagues to develop an understanding of the full scope of IT Service Desk support.
- Ensure all user interactions are accurately recorded within the IT Service Management (ITSM) tool, maintaining complete and precise ticket documentation. Capture every contact and action taken, enabling effective handovers, consistent service delivery, and full visibility of previous activity.
- Identifying trends within recent and ongoing issues by monitoring incoming incident records and collaborating with colleagues.
- Utilising skills, experience, and documented knowledge to provide solutions to users for the majority of reported issues.
- Accurately triage more complex or time-consuming issues to other support teams, by building a thorough understanding of our services and support teams.
- Developing a broad understanding of the University’s organisational structure, business functions, strategic aims, and key stakeholders to accurately assess the impact of issues.
- Participating in ITIL-based Incident and Problem Management in line with documented processes.
- Updating the Status Page for system outages to keep the wider University informed and sharing updates in the collaboration channel.
- Being an advocate for our users proactively escalating issues where IT support is not meeting expected service levels to help ensure timely resolution and the delivery of excellent customer service.
- Contributing to the creation and maintenance of knowledge base articles, ensuring documentation is easy to follow, written in plain English and tailored to the correct audience.
- Any other duties that may reasonably be required in line with your position within IT Services or to help deliver excellent customer service.
- Supports equality and values diversity, moderates own behaviour to avoid unfair discriminatory impact or bias on others.
Training
- Technical Support Analyst
- Desktop Support Specialist
- Team Leader
- Apprenticeship Standard
- Customer service specialist (level 3)
- Training Provider
- THE OPPORTUNITY PROVIDER LTD
- Working Week
- Usually Monday - Friday
- Expected Duration
- 1 Year 6 Months
- Positions Available
- 1
- Closing Date
- Friday, 20th March 2026
- Start Date
- Monday, 18th May 2026
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
- Non judgemental
- Patience
Qualifications
- Maths & English GCSE, grade Grade 4 and above (Essential)
- Various A Level, grade A - C (Desired)
About the Employer
UNIVERSITY OF BIRMINGHAM
A world top 100 university and part of the prestigious Russell Group, the University of Birmingham makes important things happen. Delivering groundbreaking research and excellent research led teaching. People are at the heart of what we are and do. The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success. We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide-range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University. We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work. Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries. The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum, and botanical gardens.