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Job Reference 1775517Apprentice IT Service DeskAre you looking for an interesting role, with plenty of variety in every day? Are you keen to secure a qualification that will open doors to even more great opportunities? Then join the Office for Students (OfS) as an Apprentice with our IT team.

Apprenticeship Summary

As an independent regulator for the Higher Education sector in England, the OfS is an interesting place in which to learn and develop your skills. We are focused on ensuring the best possible outcomes for all students. The OfS exists to ensure that English higher education offers the best experience and the best value - for students, for taxpayers, for the economy and for the public good. We have high ambitions and offer great opportunities to get involved in bringing that vision to life.

The aim of the role Service Desk Analyst is to provide the frontline interface to IT customers, always aiming to offer an excellent service by resolving issues and satisfying IT service requests.

Key responsibilities include:

  • Providing first and second level support through various channels including through direct contact, taking calls and answering emails and using the ITSM tool
  • Handling the resulting incidents or service requests using the incident management and request fulfilment processes, in line with service desk best practice
  • Transfer incidents and requests that cannot be resolved or completed to the relevant support function as quickly as possible
  • Keep users informed about their ticket status at agreed intervals
  • Recording all actions and information in the ITSM tool
  • Pilots and rollouts are participated in for new software and technologies
  • Hardware builds and software installations are carried out
  • New user accounts and profiles are set up, following the JML (joiners/movers/leavers) process for starters and leavers
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Closing Date:
2 Nov 2021

£18,873.00, Annually

Working week:
Monday to Friday with a day release to SGS College - Filton Campus, exact hours TBC

Expected duration:
18 months

Possible start date:
15 Nov 2021

Date posted:
2 weeks ago

Apprenticeship level:

Reference number:

1 available


Elaine Baillie07920 181729
[email protected]

Requirements and prospects

Desired skills

  • You will need exceptional customer service and communication skills, with the ability to engage with others through email, telephone, and face-to-face
  • As a problem solver who can identify when something needs to be done and react accordingly, you will be able to take directions and provide feedback
  • Crucially you will also be a team player who is friendly, personable and keen to respond to work requests
  • Good organisational and IT skills, you will be able to prioritise your own tasks, and you will have a basic level of numeracy and literacy
  • Highly organised

Personal qualities

The key person attributes to fulfil this role are:

  • Ability to work under general direction within a clear framework
  • Ability to identify and respond positively to the needs of others
  • Calm, reliable and flexible in dealing with others
  • Approachable
  • Able to work with staff at all levels and as part of a team
  • Ability exercise tact, patience and understanding as well as manage expectations
  • A strong passion for IT

Desired qualifications

  • You are expected to have a basic level of English and maths so we prefer grades 4/C, equivalent and above
  • Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment
  • You will be asked to complete an online assessment for your English and maths as part of your application

Future prospects

You will be supported with progression on completion of your apprenticeship. 

Things to consider

The OfS regulates the higher education sector on behalf of all students. We value diversity and the wealth of perspectives, experience and ideas that it brings to our work and we strive to embed equality of opportunity in everything we do.

We recruit based on fair and open competition and welcome applications from candidates regardless of age, disability, race and ethnicity, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sex, sexual orientation and socio-economic background.  To attract the widest possible field of qualified applicants, flexible working, for example job share and part time working, apply to this role.

About the employer

The Office for Students (OfS) was established by the Higher Education and Research Act in 2017 and became fully operational in April 2018. OfS’s primary aim is to ensure that English higher education is delivering positive outcomes for students - past, present, and future. Our objectives are to ensure that students, from all backgrounds (particularly those from the most disadvantaged backgrounds):

  • Are supported to access, succeed in, and progress from, higher education
  • Receive high quality academic experience and their interests are protected while they study or in the event of provider, campus or course closure
  • Are able to progress into employment or further study, and their qualifications hold their value over time
  • Receive value for money

The Resources, Finance & Transformation Directorate provides critical services to the OfS to enable the organisation to deliver its strategy. The Directorate ensures that the OfS complies with statutory and other public sector requirements, identifies and manages risks and opportunities and co-ordinates efforts across the organisation to be efficient and effective.

Office for Students

Nicholson House
BS34 8SR


Advanced Information Communications Technician Standard.

You will be supported and trained to produce a portfolio of evidence to demonstrate competencies and knowledge of the following:

  • Provide technical support to customers both internal and external through a range of communication channels
  • Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools
  • Interpret technical specifications relevant to the ICT task
  • Apply the appropriate security policies to ICT tasks in line with organisational requirements
  • Undertake the relevant processes with the relevant tools and technologies to resolve ICT technical issues
  • Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations
  • Apply appropriate testing methodologies to hardware or software or cabling assets
  • Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development
  • Document or escalate ICT tasks as appropriate ensure a clear audit trail and progression of issues

Training Provider
South Gloucestershire and Stroud College

Elaine Baillie07920 181729
[email protected]

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