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IT Service Desk Customer Service Apprentice
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IT Service Desk Customer Service Apprentice
Summary
The IT Service Desk is the public face of the University’s IT Services department. The Service Desk handles everything from individual technical problems to system outages. They are a single point of contact for our users - helping them to easily find solutions, request help, and contact other IT teams.
- Wage: £22,037 a year
- Minimum wage rates: Rising to £27,546 per annum after 12 months service.
- Hours: Monday to Friday, between 8.00am - 6.00pm. 35 hours a week
- Start date: Monday 16 November 2026
- Duration: 1 year 6 months
- Positions available: 1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
Main duties the apprentice will learn:
- Providing first line IT support to staff, students, and visitors, via all the Service Desk’s contact methods.
- Ensuring all contact with users is recorded accurately in the IT Service Management tool.
- Identifying trends within recent and ongoing issues by monitoring incoming incident records and collaborating with colleagues.
- Utilising skills, experience, and documented knowledge to provide solutions to users for the majority of reported issues.
- Accurately triage more complex or time-consuming issues to other support teams, by building a thorough understanding of our services and support teams.
- Developing a broad understanding of the University’s organisational structure, business functions, strategic aims, and key stakeholders to accurately assess the impact of issues.
- Participating in ITIL-based Incident and Problem Management in line with documented processes.
- Updating the IT Services Status Page and social media in response to service outages.
- Occasionally carrying out remote desktop support to resolve minor issues.
- Ensuring that technical solutions are documented within the IT Service Management tool for future reference.
- Being an advocate for our users and escalate whenever IT support is falling below expected levels, to ensure issues are resolved in acceptable timescales and excellent customer service is delivered.
- Contributing to the creation and maintenance of knowledge base articles, ensuring documentation is easy to follow, written in Plain English and tailored to the correct audience.
- Supports equality and values diversity, moderates own behaviour to avoid unfair discriminatory impact or bias on others.
- Any other duties that may reasonably be required in line with your position within IT Services or to help deliver excellent customer service.
Where you'll work
Edgbaston Birmingham West Midlands B15 2TT
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Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
- Training provider: THE OPPORTUNITY PROVIDER LTD
- Training course: Customer service practitioner (level 2)
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
Training schedule
This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Requirements
- Essential qualifications: GCSE in: Maths & English (grade Grade 4 and above)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
- Skills: Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Number skills, Analytical skills, Logical, Team working, Initiative, Non judgemental, Patience
About this employer
People are at the heart of what we are and do. The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success. We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University. We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work. Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high-quality subsidised day nurseries. The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum and botanical gardens. https://www.birmingham.ac.uk/ (opens in new tab)
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Disability Confident A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions. You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Technical Support Analyst, Desktop Support Specialist, Team Leader
Ask a question
The contact for this apprenticeship is: THE OPPORTUNITY PROVIDER LTD The reference code for this apprenticeship is VAC2000055178.
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Closes in 10 days (Sunday 11 October 2026)
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