ICT Service Desk Level 3 Apprenticeship

ICT Service Desk Level 3 Apprenticeship

It is King’s Service Centre’s mission to support and deliver innovation and excellence to King’s College London, working towards our Vision 2029.

Responsibilities:

As a member of the Service Desk team, you will provide the highest standard of first line support for IT services to staff and students at Kings’ College London, delivering exceptional customer satisfaction and a personalised service, whilst achieving the defined service performance KPIs. The Service Desk is a 24-hour contact centre, supporting IT, Estates & Facilities, Switchboard, Student and Residences queries.

The post holder will handle frontline queries from various sources including email, self-service, and telephone. It is vital that the post holder has excellent troubleshooting, communication, and customer service skills. The post holder will work closely with colleagues in King’s as well as other key stakeholders and will use the Service Management toolset to record service requests and incidents.

This position requires a high percentage of First Contact Resolution, request fulfilment and problem-solving using various diagnostic tools. In addition, interpersonal skills are required to support customers and handle escalations in-line with King’s Service Centre’s policies and procedures.

You will need the following skills (E = essential, D = desirable):

• Experience in a service desk environment (D) or customer service role (E)
• Strong interpersonal, influencing and communication skills, interacts appropriately with our customers, at all times remaining calm and courteous while working to resolve incidents and queries (E)
• Ability to adapt quickly to changing technologies and processes (E)
• Strong problem-solving skills (E)
• An interest in IT, with a desire to expand knowledge (E)
• Experience in IT (D)
• Effective time management skills; with the ability to work on multiple tasks simultaneously, prioritising tasks according to fluctuating workloads (E)
• ITIL Foundation v4 (D)
• Full driving licence (D) or the ability to get to the Quintrell Downs located office within 60 minutes, using public transport or other means (E)

Entry requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
• You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
• If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Working hours:

The hours for this post are 8.5 hours per day (inc 30 mins lunch), covering 7am – 9ampm, on a 5-in-7 basis. The post holder may also be required to work a night shift (9pm – 7:30am) in an emergency.

Benefits:

• Hybrid working, minimum of 5 days per month in the office
• 10% performance related bonus
• 30 days holiday and maximum of 8 public holidays (pro-rata)
• Sick pay
• 4 discretionary Christmas closure days
• Contributory pension scheme
• Income protection scheme
• Life Assurance cover
• Service time - 3 Volunteer days per year
• Free onsite parking & bike racks
• Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
• Student discount (access to Totum, Unidays & Student Beans)
• CycleScheme
• TechScheme
• Opportunities for formal training and professional certification
• Free access to LinkedIn Learning
• Free access to Future Learn short courses
• Potential for internal promotion and advancement

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

How to apply

To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.