Service Desk Apprentice

Reference

160598

Job Type

Fixed Term

Industry

Charity / Voluntary, Customer Service, Digital, Environmental / Conservation, IT / Web Development, Operations, Other

Location

Sandy

Service Desk Apprentice (Fixed-Term)
Reference: APR20228374
Location: RSPB UKHQ – The Lodge
Salary: £21,622 - £23,987 Per Annum
Benefits: Pension, Life Assurance, 26 days Annual Leave (pro-rata)
Contract: Fixed Term for 18 months, Full Time

As a Service Desk Apprentice within the Technology Customer Services team, you will be responsible for providing first line support for all RSPB staff and volunteers in the day to day use of their IT equipment and business applications. You will work both individually and collectively to support users by phone, face to face and through the call logging system. This is a fixed-term, full-time position for 18 months.

What's the role about?

As part of a dedicated Technology Services function within the Digital Technology team this role is a vital finger on the pulse of how our technology is being used and where we have need for improvement; so the role holder must be able to demonstrate a positive can do attitude as this is often the first experience a user has of the department and your insight and experience will play a big part in our ability to improve our technology maturity and skill levels across the organisation.

As a Service Desk Apprentice within the Technology Customer Services team, you will be responsible for providing first line support for all RSPB staff and volunteers in the day to day use of their IT equipment and business applications. You will work both individually and collectively to support users by phone, face to face and through the call logging system.

You will also assist the Senior Service Desk Analyst to carry out basic research and analysis of call trends identifying areas where service improvement or change is required and work with the Technology Customer Services manager to ensure that the user and their needs are represented in workforce experience strategic thinking.

You will be able to communicate with users of all abilities and technological proficiency to understand and advise how best to resolve their issues, while having the support of the Senior Service Desk Analyst and the Run team’s Senior and Systems Engineers to help overcome technical challenges and provide guidance and experience where needed.

This is an exciting opportunity to shape and demonstrate how investment in this area can provide a step change in the use of business hardware and systems to help save nature and deliver a more technologically aware workforce.

Essential skills, knowledge and experience:

  • Good communication skills both written and verbal
  • Ability to work as part of a team
  • Self-starter with an eagerness to learn
  • Good problem solver
  • Excellent Customer Service Skills
  • At least five GCSEs (or equivalent) at Grade C or above including Maths, English and either IT or Science.

Desirable skills, knowledge and experience:

  • Knowledge of Active Directory, SCCM, Windows 10, Office 365 software packages and ability to understand other systems used at RSPB with training.
  • Basic analytical and problem solving capability.
  • Ability to communicate clearly verbally and in writing to ensure effective reporting and customer service.
  • Effective planning, organising and prioritising
  • Experience of and ability to understand and interpret the requirements of Customers
  • Experience of working independently and resolving unforeseen issues and challenges
  • A minimum of two A Levels (or equivalent)

Closing Date: 12:00, Wed, 25th May 2022
We are looking to conduct interviews for this position from 16th May 2022.

The RSPB reserves the right to extend or make this role permanent without further advertising dependent on business needs at the end of the contract term.

The RSPB is an equal opportunities employer. This role is covered by the Rehabilitation of Offenders Act 1974.

To Apply and for more information

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