Job Description

IT Service Analyst Apprentice

IT Service Analyst Apprentice

  • Location : Berkshire
  • Wage £231 (per week)
  • Apprenticeship level : Intermediate
  • Start date :
  • Closing date : 27/08/18
  • Working Week: Monday to Friday
  • Hours Per Week: 37.5

Role Details


The Service Analysts are part of the Global Client Response Centre, and are responsible for first level customer support, triage and case management.

This includes: Accepting incoming calls and gathering information to understand the customers’ requirements. Identifying correct escalation points and following escalation processes. Carry out first line troubleshooting and resolution where possible. Manage a queue of cases ensuring regular follow ups and timely updates to clients.

Role / Responsibilities

  • First point of contact for clients and other local offices seeking functionality and technical assistance with various applications, products and their delivery
  • Ensuring that the full business impact is captured/ understood when dealing with Incident cases
  • Call logging on our sophisticated fault reporting system, Remedy. Tickets are then routed or escalated to the appropriate CenturyLink or Client group for resolution
  • Provide and obtain timely updates to/from relevant parties (internal and external)
  • Ensure all issues are chased throughout the ticket life cycle
  • Manage the resolution of issues and keep clients informed
  • Promptly escalate issues that cannot be resolved using own resources
  • Follow Outage procedures as required and keep Customers and Management up to date at all times
  • Follow all Support processes

Future Prospects

We have a great supportive culture for self-development and offer worldwide opportunities to progress

Address :

Wokingham, RG41

Skills Required :

Desired qualities

Strong interest in IT
Client focused
Good verbal, written and analytical skills
Have good planning and organization skills
Ability to respond to tight deadlines and work under pressure
Strong and supportive team player
Can work on own initiative
Pro-active and motivated to do a good job for the customer
Preferred Requirements:

Ideally Educated to A level standard or equivalent
Experience using Microsoft Windows and Office applications
Knowledge or understanding of IT infrastructure

Qualification(s) Required :

3 x GCSE (or equivalent) at grades A-C in any subject Grades A-C in English and Maths at GCSE level


Learning Provider :

Occupation Type :

Job Role :

Expected Duration:

Training Provided

Company Description

Company :
Company Website :

From IT, hosting and managed services for your business, to High-speed Internet, TV and Voice for your home, we work to constantly improve our technology so your life constantly improves too

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