IT Apprentice

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.

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 King's 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 Residencies queries.

The postholder will handle frontline queries from various sources including:

Email Self-service 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.

Training:

You will be working towards a Level 3 Digital Support Technician apprenticeship standard.

You will receive on and off the job training and support from your tutor and an Apprenticeship Advisor.

You will be required to attend Cornwall College St Austell on a fortnightly basis as part of the apprenticeship training.

Training Outcome:

Many apprentices progress through the variety of roles either within our Cornwall office or on one of our London campuses.

Employer Description:

King's Service Centre was set up as a home to innovative and forward thinking service team supporting the services of King's College London.

Our Service Centre brings highly skills career opportunities to Cornwall, through recruiting locally, through investing in staff training and development, and through Graduate and Apprenticeship opportunities.

King's Service Centre provides first-line IT support to the 50,000 strong King's College London community of students, academics, researchers and professional staff - 24 hours a day, 7 days a week, 365 days a year. It is also home to King's Estates and Facilities, Residencies, NMES and HR Service Desks, King's Online, IT third line technical support teams and Business Operations.

Working Hours :
The hours for this post are 8.5 hours per day (inc 30-minutes lunch break). Covering 07:00 - 21:30, on a 5-in-7 basis.

Skills:
Communication skills,IT skills,Attention to detail,Customer care skills,Problem solving skills,Team working