IT Service Desk Analyst Apprentice

4591

Operations and External Affairs
University IT Services
LCC - Elephant and Castle, London UK
APPT
£18,571 pa

Fixed Term - 14 Months

Apprenticeship - 35 hours per week

20 September 2018 23:55

The opportunity

University of the Arts London is a vibrant world centre for creativity, bringing together six colleges with international reputations in art, design, fashion, communication and performing arts. We have around 20,000 students and 5,000 staff, based at campuses across London. We provide transformative education and world-leading research and enterprise and are at the centre of public debate for the future of arts, design, fashion and communication and an inspirational environment for students, staff and wider communities.

We are looking for a professional individual to provide a timely and accurate response to IT service request fulfilment and incident handling, delivering a high-quality service to both staff and students. The IT Service Desk is the most visible service provided by IT Services, and the majority of user perception of the IT Department is through their interaction with the Service Desk. Hence, a principal purpose of the role is to provide a high level of professional Customer Service at all times.

KEY DUTIES

  • Be the first point of contact to the user community for IT Services providing a consistently professional service to all users.
  • Receive, and log service requests and incidents, by all methods in use, by the Service Desk.
  • Ensure that requests are logged with full qualification using targeted questioning or information gathering to ensure the most efficient fix time and best service.
  • To provide assistance to users in a professional manner, following agreed procedures for service requests, incident handling and standard changes within agreed service level targets.
  • When escalation is required, ensure that service requests and incidents are routed to Tier 2 Service Desk Analysts, Team Leads or the appropriate technical support team.
  • To document all responses to service requests and incidents accurately and systematically to meet standards, and ensure that all user requests are escalated appropriately and users are continually informed of progress.
  • To identify operational issues impacting multiple users and contribute to their identification, documentation and appropriate escalation.
  • Remotely support key University events e.g. clearance, enrolment etc.
  • Establish and maintain familiarity with in-house IT systems and related infrastructure.
  • Communicate courteously and effectively with non-IT staff and IT specialists alike to ensure. effective customer and service level standards are met.
 

About you

To be an IT Service Desk Analyst Apprentice you will need to be a tech enthusiast with 5 GCSEs (ideally A* - C) including Maths and English.

We are looking for someone with these skills and personal qualities.

Skills:

  • Ability to work independently and maintain a high degree of self-motivation
  • Team work skills
  • Organisational skills
  • Good written and oral communication skills
  • High proficiency in English; both spoken and written.

Personal Qualities:

  • Adaptability and flexibility
  • Professionalism
  • Positive attitude and energy
  • Calm under pressure
  • Confident in dealing with customer queries, especially on the telephone
  • Knowledge of Windows and Mac OS will be beneficial.

For more information and to apply please visit https://www.justit.co.uk/job/it-service-desk-analyst-apprentice-jt686/


 

This opportunity is closed to applications.