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Apprentice Service Desk Analyst Serco Home Affairs Ltd

Job Title: Apprentice Service Desk Analyst Serco Home Affairs Ltd
Location: Solihull
Salary: £11960
Reference: VAC001678643
Job Published: March 02, 2021 11:53

Job Description

Job Description

This role will be based in the Solihull office which is very professional and corporate therefore they are looking for candidates who have a really positive attitude. The role will involve answering IT Support calls via the telephone, so good communication skills are also important. Working with Serco brings a whole host of benefits including an attractive weekly wage and a Solihull Bid Card.

Roles and responsibilities will include:

  • Answering IT Support calls via the telephone

  • Demonstrates strong interpersonal and communication skills

  • Can oversee the execution of tasks assigned and works well with own/client teams to remove any obstacles

  • Sets and meets customers (internal and external) expectations, promising only that which can be delivered

  • Understands the relationship between work processes and the business

  • Is aware of internal/external business issues and instigates the ideal course of action as a result, ensuring best practice at all times

  • Has the ability to identify new opportunities within own area and appropriately engages client or manager in the pursuit of such opportunities

  • Answer all contacts within contractual SLA's and meet all other SLA and KPI targets

  • Ensure communication delivered to users is accurate, appropriate and high-quality

  • Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards

  • Deliver to first level resolution targets and improve on first level resolution

  • Deliver to remote resolution targets and improve on the remote resolution

  • Triage contacts to support teams and escalation areas as required

  • Be responsible for delivering a high-quality IT support service in line with target SLAs

    Full support and guidance will be provided by both the employer and training provider throughout the apprenticeship.

Candidate Description

  • Manage your own workload in an accurate and timely manner

  • Capable of working in a pressurised environment

  • A logical thinker and problem solver

  • Good communication skills,

  • GCSEs at grades C/4 or above (or equivalent) in maths

  • GCSEs at grades D/3 or above (or equivalent) in English Language, Level 3 Infrastructure Technician apprenticeship standard, which includes:

  • Level 2 Functional Skills in maths and English (if required)

  • End-Point Assessment (EPA)

Application Description

The Apprenticeship National Minimum Wage guide (ANMW):, 31 Homer Road


B91 3LT, Rebecca Rickard 01325 731053

Employer Description

Serco are a team of over 50,000 people dedicated to delivering essential public services throughout the world. They are a FTSE top 250 organisation and work on over 500 contracts worldwide. The Service Desk Apprentice roles within the business have been created because Serco are ambassadors of apprenticeships., Serco is a global company that specialises in service delivery excellence. Serco Inc., a division of Serco Group plc, serves Federal, state and local governments, along with the Canadian government and commercial customers.