As an apprentice within the Service Centre Team, you will learn skills necessary for delivering high quality advice and support to staff and students of King's College London, providing an exceptional personalised service for IT and FM related issues, whilst completing your vocational qualification.

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Closing date: 28 Mar 2023

Apprenticeship summary

  • Annual wage


    Annual salary is £16,500 plus 10% bonus.

  • Working week

    You will be working on a rota basis from Monday - Sunday. Shifts will range between 7.00am - 9.30pm.

    Total hours per week: 40.0

  • Expected duration

    2 Years

  • Possible start date

    17 Apr 2023

  • Date posted

    28 Feb 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    2 available

What will the apprentice be doing?

The Service Desk is responsible for handling front line queries received from various sources, such as telephone, email, social media and self-service and to be successful you should have strong communication skills, both oral and written, and a passion for customer care.

Main duties will include:

  • Record and where possible, resolve customer queries using various diagnostic tools, knowledge and interpersonal skills
  • Own and progress incidents and service requests with other technical teams on the customer's behalf, following up to ensure prompt resolution, whilst the customer is kept informed of the process
  • Provide the highest levels of customer support and satisfaction in-line with policy and procedures
  • Responsible for answering telephone calls in a polite and timely manner, whilst achieving agreed call wait levels
  • To ensure all calls are logged accurately, prioritised and categorised correctly with all relevant information being recorded
  • Ensure that all emails are logged correctly and in a timely manner and that all information is accurately collated to enable the Service Desk, or other teams, to easily access the requirements and respond to customers and the business within the agreed service level targets
  • To ensure that Operational Level Agreement and Service Level Agreement levels are adhered to at all times
  • To prioritise workload and escalate high priority calls to the Service Desk Team Leader, Service Desk Manager or Head of Service Management as necessary
  • To work using own initiative and work within a team environment
  • To understand and undertake the roles and responsibilities outlined in the Incident management process to the highest standard
  • To act as champion for the King's Service Centre incident management process, leading by example and educating colleagues both within IT Service and the wider College on best practices
  • To strive to deliver continual service improvement, proactively suggesting improvements to the incident management process or other process areas as identified
  • To maintain a comprehensive understanding of the Service Desk Knowledgebase and CMS, using these tools to deliver an unparralleled customer service experience
  • To maintain an awareness of incident trends and report these to the Service Desk Team Leader in a timely manner
  • To strive to attain the highest possible first-time service resolution rate for customers
  • To actively promote the Service Desk team to adhere to good practice and ITIL process wherever necessary
  • To liaise with other members of the Service Desk in relation to Incidents and Service Requests and to maintain strong general communication lines
  • To maintain an up-to-date level of knowledge with regards to technology, in particular security policies and King's Service Centre / King's College standards

You should have confidence interacting with users of various technical skill levels, remaining calm and courteous whilst working to resolve challenging incidents.

The post holder will work closely with colleagues in King's as well as other key stakeholders and will use the Service Management toolkit to record Work Orders, Incidents and Service Requests. Some travel may be required for meetings and training, predominantly between Quintrell Downs and university campuses in London.

What training will the apprentice take and what qualification will the apprentice get at the end?

You will be working towards a Level 3 Digital Support Technician apprenticeship standard.

You will receive on and off the job training and support from an assessor and an apprenticeship advisor.

You will be required to attend Cornwall College St Austell on a weekly basis as part of the apprenticeship training.

What is the expected career progression after this apprenticeship?

Upon successful completion of the apprenticeship, there may be opportunities for further development and progression.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Analytical skills, Logical, Team working, Initiative, Passion for the industry, Time management skills, Strong interpersonal skills, Adaptable, Methodical approach


GCSE or equivalent English (Grade C/4) Desired
GCSE or equivalent Maths (Grade C/4) Desired

Things to consider

A full-driving license is desired, or the ability to get to the Quintdown office within 60 minutes, using public transport or other means. These positions are available for an immediate start. The vacancy may therefore close swiftly if suitable candidates are found. All published dates can therefore be flexible and will be dependent on suitable candidates coming forward and registering appropriate interest.

About the employer

King's Service Centre was set up as home to an innovative and forward-thinking service team supporting the services of King's College London. Our Service Centre brings highly skilled career opportunities to Cornwall, through recruiting locally, through investing in staff training and development and through Graduate and Apprenticeship opportunities. King's Service Centre provides first-line IT support to the 50,000 strong King's College London community of students, academics, researchers and professional staff - 24 hours a day, 7 days a week, 365 days a year. It is also home to King's Estates and Facilities, Residencies, NMES and HR Service Desks, King's Online, IT third line technical support teams and Business Operations.




Quintdown Business Park

West Road

Quintrell Downs


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Training provider




01209 616452

Apprenticeship standard

Digital support technician

Level 3 (A level)

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