Apprentice Support Analyst - Core Systems Optimisation Team - AP - Apprentice Grade 4

Position: Apprentice Support Analyst - Core Systems Optimisation Team - 106825AP - Apprentice Grade 4

Join to apply for the Apprentice Support Analyst - Core Systems Optimisation Team - 106825AP - Apprentice Grade 4 role at University of Birmingham.

Position Details

Core Systems Optimisation Team (CSOT), Finance Office.

Location:

University of Birmingham, Edgbaston, Birmingham UK. Full-time apprenticeship, 15 months, starting salary £21,733 per annum rising to £27,166 after 12 months. Apprenticeship Standard:
Customer Service Practitioner Level
2. Training Provider: HIT Training. Closing date: 4th January 2026.

Apprenticeship Context

The CSOT Service Desk handles everything from individual technical problems to system outages relating to the university’s core systems. The apprentice will learn to analyse new issues and requests, take phone calls, assist users in person, use live chat and the web‑based contact form, resolve most queries and triage more complex issues.

Responsibilities

• Provide first‑line support on all core systems related issues via all the Service Desk’s contact methods.
• Record all contact with users accurately in the IT Service Management tool.
• Identify trends within recent and ongoing issues by monitoring incoming incident records and collaborating with colleagues.
• Use skills, experience and documented knowledge to provide solutions to users for the majority of reported issues.
• Accurately triage more complex or time‑consuming issues to other CSOT support teams.
• Develop a broad understanding of the University’s organisational structure, business functions, strategic aims, and key stakeholders to assess the impact of issues.
• Participate in ITIL‑based Incident and Problem Management in line with documented processes.
• Occasionally carry out remote desktop support to resolve minor issues.
• Document technical solutions within the IT Service Management tool for future reference.
• Advocate for users and escalating when CSOT support falls below expected levels.
• Contribute to the creation and maintenance of knowledge base articles, ensuring documentation is easy to follow.
• Perform any other duties reasonably required to help deliver excellent customer service.
• Support equality and values diversity, moderating own behaviour to avoid unfair discriminatory impact or bias on others.
• Engage fully with the University’s apprenticeship scheme, attending mandatory group days and representing the department positively.

Required Knowledge, Skills, Qualifications, Experience

• GCSE English and Maths at grade A*-C/4-9 or other equivalent Level 2 qualification.
• A commitment to excellent customer service.
• A basic working knowledge of Microsoft Windows or Mac OS X, and basic knowledge of mobile devices including tablets and smartphones.
• The ability to maintain an open and approachable demeanour.
• The ability to maintain a high level of accuracy under pressure.
• Good oral and written communication with the ability to tailor responses to specific audiences.
• Experience working effectively as a member of a team towards quality service goals and deadlines.
• The ability to prioritise and schedule workload in the face of conflicting demands.
• A structured and methodical approach to troubleshooting and problem solving.
• A willingness to adopt and champion new ways of working.
• An understanding of the importance of equality, diversity and inclusion in the workplace.
• The ability to identify and respond to equality and diversity issues in line with relevant policies and procedures.

Career Pathway

On completion of the apprenticeship, you may progress into roles such as Support Analyst or Functional Expert.

Additional Information

Applications should include a CV. The training is funded through the apprenticeship levy subject to Department for Education funding rules. For eligibility criteria, refer to our webpage.

Use of AI in applications:
We want to understand your genuine interest in the role and for the written elements of your application to accurately reflect your own communication style. Applications that rely too heavily on AI tools may appear generic and lack the detail we need to assess your skills and experience. Such applications will unlikely be progressed to interview.

We are committed to fostering an inclusive environment and hold Athena SWAN, Race Equality Charter and Disability Confident accreditations. For more information on creating a fairer university, visit our website.

#J-18808-Ljbffr