It Service Desk Customer Service Apprentice

About the role

IT Support Apprentice 🚀

Are you ready to kickstart your career in tech? Join our dynamic IT Services team as an IT Support Apprentice and dive into the world of technology! 💻 We're looking for enthusiastic individuals eager to learn and make a real impact.

What You'll Be Doing:

• Become a Tech Hero: Provide first-line IT support to our amazing staff, students, and visitors through various channels. 🦸‍♀️🦸‍♂️
• Master the Tools: Get skilled with our IT Service Management tool, ensuring all user interactions are logged accurately. ✍️
• Spot the Trends: Keep an eye on incoming IT issues, identify patterns, and collaborate with your teammates to find solutions. 🕵️‍♂️
• Problem Solver Pro: Use your growing knowledge and skills to fix most of the reported IT problems. 🛠️
• Team Player: Learn to identify and pass on more complex issues to the right support teams, understanding how our services work. 🤝
• Understand the Bigger Picture: Develop a solid understanding of how the University operates, its goals, and key people. 🌍
• ITIL Champion: Get involved in ITIL-based Incident and Problem Management, following our established processes. ✅
• Keep Everyone Informed: Help update our IT Services Status Page and social media during service outages. 📣
• Remote Fixes: Occasionally provide remote desktop support to tackle minor issues. 🖱️
• Knowledge Builder: Document technical solutions in our IT Service Management tool for future reference. 📚
• User Advocate: Be the voice for our users, ensuring IT support meets high standards and issues are resolved swiftly. ⭐
• Create Awesome Guides: Contribute to creating and maintaining easy-to-understand knowledge base articles in Plain English. 📝
• Grow and Adapt: Take on other duties as needed to support IT Services and deliver fantastic customer service. 🌟

We Value:

• Equality & Diversity: You'll be an advocate for equality and value diversity, ensuring your actions are fair and unbiased. ❤️🧡💛💚💙💜

Key responsibilities

• Providing first-line IT support to staff, students, and visitors.
• Recording user contact and technical solutions accurately in the IT Service Management tool.
• Identifying trends in issues and triaging complex problems to relevant support teams.
• Participating in ITIL-based Incident and Problem Management processes.
• Contributing to the creation and maintenance of knowledge base articles.