ICT Service Desk Level 3 Apprenticeship 2026

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:

• Provide the highest standard of first line support for IT services to staff and students at Kings’ College London
• Deliver exceptional customer satisfaction and a personalised service
• Achieve defined service performance KPIs
• Handle frontline queries from email, self-service, and telephone
• Excellent troubleshooting, communication, and customer service skills required
• Work closely with colleagues and other stakeholders
• Use Service Management toolset to record service requests and incidents
• High percentage of First Contact Resolution, request fulfilment and problem-solving using diagnostic tools
• Interpersonal skills required to support customers and handle escalations in-line with policies and procedures

You will need the following skills:

• Experience in a service desk environment (Desirable)
• Customer service role experience (Essential)
• Strong interpersonal, influencing and communication skills (Essential)
• Ability to remain calm and courteous while working to resolve incidents and queries (Essential)
• Ability to adapt quickly to changing technologies and processes (Essential)
• Strong problem-solving skills (Essential)
• An interest in IT, with a desire to expand knowledge (Essential)
• Experience in IT (Desirable)
• Effective time management skills; ability to work on multiple tasks simultaneously, prioritising according to fluctuating workloads (Essential)
• ITIL Foundation v4 (Desirable)
• Full driving licence (Desirable) or ability to get to the office within 60 minutes using public transport or other means (Essential)

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)
• Must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
• Combination of qualifications and experience demonstrating the minimum foundation may also be considered
• International equivalents accepted if proof of equivalency to UK qualifications is provided

Working hours:

• 8.5 hours per day (inc 30 mins lunch), covering 7am – 9pm, on a 5-in-7 basis

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.