IT Service Desk Apprentice

Responsible for executing day-to-day service requests and incident resolution with a high user satisfaction rate. This is achieved by taking calls (in person or otherwise) and handling the resulting incidents and requests using the incident management and request fulfillment processes and tools in line with ITIL practices.

Key Responsibilities

• Working with other teams within Information Services to provide an overall quality of service, suggesting where the service desk can add value to processes and procedures.
• Developing expertise in certain services/products to act as a specialist in the area, providing elevated support and guidance to both colleagues and users.
• Working across a range of projects and activities to deliver improved facilities and services to the university. Improve efficiency and reduce demand by producing artifacts such as self-service guidance, knowledge articles, and data-driven reporting.

Accountabilities and Responsibilities

• Plan and Manage Workload:
  • Plan and manage own workload using the IT Service Management tool and guidance from peers/management, ensuring all reasonable efforts are made to work within agreed operational and service level agreements, escalating where necessary and providing regular, meaningful updates to users.
• Gather Information:
  • Gather information on user service requests and incidents, seeking clarity from either the requestor, affected users, or subject matter experts, accurately recording key points, actions, and, where appropriate, including supporting evidence log files/screenshots.
• Provide First Line Technical Support:
  • Provide first-line technical support to staff and students through face-to-face, telephone, and service desk support routes. Where the issues are more complex, escalate to other members of the Digital Services department.
• Deploy PCs:
  • Deploy PCs to computer labs including unboxing, cabling, setup, asset management, software installation, and documentation.
• Perform Inspections:
  • Perform regular inspections of open-access PC spaces both to address issues identified via remote reporting and to identify any new or unreported problems.
• Deliver Software Updates:
  • Deliver software updates to PCs installed across the Uxbridge campus including device ‘rebuilds’ for both desktops and laptops.
• Conduct Audits:
  • Conduct audits of university-provided equipment in a variety of spaces including open-access computer labs, the library, office spaces, and technical areas.
• Create Documentation:
  • Create documentation for common support activities either as internal knowledge base articles or as customer guides.
• Provide Support and Training:
  • Provide support and training to staff and students across the organization in relation to IT products and services with full support and guidance from the Digital Customer Services team.
• Ensure Compliance:
  • Ensure compliance with relevant policies such as Identity and Access Management and Brunel Acceptable Use by all users and by self when undertaking support activities.