IT Service Excellence Analyst Apprentice

About the role

What you would do

• Act as the first point of contact for routine ICT enquiries through a range of support channels.
• Log and manage incidents, service requests and enquiries in service management systems.
• Provide basic technical support and troubleshooting using established processes and guidance.
• Maintain accurate records, documentation and knowledge articles.
• Support daily ICT service operations and administrative activities, working with ICT teams and service users.

What Imperial is looking for

• GCSE English and Mathematics at Grade 4/C or above, or equivalent.
• Interest in developing an IT support and service management career, and understanding of the apprenticeship route.
• Strong verbal and written communication, customer-service orientation, organisation and time management.
• Ability to follow procedures accurately and willingness to learn technologies and develop skills.
• Customer service, administration, Microsoft Office, IT systems or team-environment experience is beneficial but not essential.

Apprenticeship qualification

• The programme leads to a nationally recognised Level 3 Digital Support Technician qualification.
• Apprenticeship funding eligibility includes the right to work in the UK and applicable residency requirements.

Salary

• Salary is £31,677–£34,810 per annum.

Offer and benefits

• The role offers hands-on experience in a large technology environment and mentoring from experienced ICT professionals.
• Listed benefits include 43 days of annual leave, a pension scheme, interest-free season ticket loan schemes, and staff networks and wellbeing resources.