Apprentice Support Analyst Core Systems Optimisation Team AP Apprentice Grade 4

Core Systems Optimisation Team (CSOT) Finance Office

Location :
University of Birmingham Edgbaston Birmingham UK

Full time starting salary 21733 per annum rising to 27166 after 12 months service.

Apprentice Grade 4

Full Time for 15 Months

Apprenticeship Standard :
Customer Service Practitioner Level 2

Training Provider : HIT Training

Closing date : 4th January 2026 – Please upload a CV with your application.

Eligibility :
The training delivered in apprenticeships is funded through the apprenticeship levy which is subject to Department for Education funding rules for apprenticeships. When reviewing applications the University and the training provider will be checking candidates meet this eligibility criteria. Further information is available on our webpage.

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 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 almost 5000 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 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 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 child 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 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.

Find out more about the benefits of working for the University of Birmingham

The Core Systems Optimisation Team (CSOT) Service Desk handles everything from individual technical problems to system outages relating to the university's core systems footprint. They are a single point of contact for our users - helping them to easily find solutions request help and contact other CSOT teams.

The apprentice will learn how to analyse new issues and requests. This includes taking phone calls from users helping them in‑person using online live chat and our web‑based contact form. They will resolve most queries and accurately assign more complicated or time‑consuming issues to other colleagues.

Team members are expected to contribute individually and within a collaborative working environment. This helps us to deliver excellent customer service and meet our service standards. The post holder should demonstrate the values of the CSOT team by maintaining open and honest communication collaborating with others and being inclusive and approachable.

• Providing first line support on all core systems related issues via all the Service Desks 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…