IT Service Excellence Analyst Apprentice

Job description

About the role

Are you interested in starting a career in IT support and customer service while gaining a nationally recognised qualification?

As an IT Service Excellence Analyst Apprentice, you will join Imperial's ICT department and develop the skills needed to deliver excellent IT support within a world-leading university. Working alongside experienced colleagues, you will provide first-line support for ICT services, help users resolve issues, and gain practical experience while studying towards a Level 3 Digital Support Technician apprenticeship qualification.

What you would be doing

You will:

• Act as a first point of contact for routine ICT enquiries through a range of support channels.
• Log and manage incidents, service requests and enquiries using our service management systems.
• Provide basic technical support and troubleshooting using established processes and guidance.
• Maintain accurate records, documentation and knowledge articles.
• Support day-to-day ICT service operations and administrative activities.
• Work closely with ICT teams and service users to deliver an excellent customer experience.
• Spend one day each week undertaking off-the-job learning with our apprenticeship training provider while working towards a Level 3 Digital Support Technician qualification.

What we are looking for

We are looking for someone who:

• Is enthusiastic about developing a career in IT support and service management.
• Has excellent verbal and written communication skills.
• Enjoys helping people and delivering a positive customer experience.
• Is organised and able to manage their time effectively.
• Can follow processes and procedures accurately.
• Is willing to learn new technologies and develop new skills.
• Has GCSE English and Mathematics at Grade 4/C or above (or equivalent).
• Understands why an apprenticeship is their preferred route into an IT career.

Experience of customer service, administration, Microsoft Office applications, IT systems, or working within a team environment would be beneficial but is not essential.

What we can offer you

• A unique opportunity to start your IT career within a world-leading university.
• Hands-on experience supporting a large and diverse technology environment.
• A structured apprenticeship programme leading to a Level 3 Digital Support Technician qualification.
• Support and mentoring from experienced ICT professionals.
• The opportunity to develop valuable technical, customer service and professional skills.
• A sector-leading benefits package, including 43 days annual leave and a generous pension scheme.
• Interest-free season ticket loan schemes for travel.
• Be part of a diverse, inclusive and collaborative work culture with various staff networks and resources to support your personal and professional wellbeing .

Further information

This is a full-time post on a fixed-term contract for 18 months

The apprenticeship training is delivered by Learning Curve Group, with apprentices spending, on average, one day per week undertaking off-the-job learning. Successful completion of the programme will provide a nationally recognised Level 3 qualification and support future career opportunities within Imperial or the wider IT industry.

Please note that applicants must meet the eligibility requirements for apprenticeship funding, including having the right to work in the UK and meeting the applicable residency requirements.

If you require any further details about the role, please contact: Mylene Cannon - [email protected].