Role Overview
Reporting to the Service Desk Manager, the Service Desk Apprentice is responsible for assisting with 1st and 2nd line technical support for; employees, guests and brands, helping them with IT hardware and software problems via phone, email or remote assistance.
To qualify for the apprenticeship programme you must:
- Be at least 16 years old.
- Be eligible to be enrolled on the Level 3 Information Technology Apprenticeship
- Have a minimum of 5 GCSEs (or equivalent) at grades 9–4 (A*–C), including English and Maths.
- Further education is not essential but will be considered as beneficial
- Be a UK resident & must have lived here for 3 consecutive years & must have the right to work in the UK.
- Demonstrate a strong a valid interest in IT and perhaps have some experience working in an IT role.
Due to the volume of interest, we will not be able to reply to any applications who do not meet the minimum requirements listed above.
Key Responsibilities:
- Handle inbound calls, emails, self-service and personal visits to the Service Desk.
- Log all incidents & service requests accurately in the IT Service Management Tool.
- Undertake diagnosis, categorisation and prioritization of incidents and service requests and perform first line resolution where possible.
- Escalate unresolved incidents to internal resolver or yd party supplier teams.
- Manage incidents throughout the entire life-cycle, keeping end customers informed of status and progress in line with SLAs.
- Ensure tickets are updated and resolved within the defined SLA.
- Routinely monitor service using the software and hardware tools provided
- Maintain knowledge articles and other documentation/procedures and deliver staff training as required.
- Consistently deliver a high level of customer service.
- Adhere to Service Desk code of conduct, processes and procedures
- Perform IT task such as raising orders and receipting goods.
- Perform other tasks, as assigned by Service Desk Team Leader or Service Delivery Manager
Skills Required:
You have a keen interest in IT and computers, able to demonstrate a basic understanding of technology and its role within business.
- Business basics standards; timekeeping, integrity, teamwork, personal welfare
- Excellent communication, interpersonal skills, and telephone manner
- Ability to adapt communication styles as appropriate
- Confident, driven, and strong determination to succeed
- High levels of personal energy
- Flexible, able to work between 8:00am -18:30pm on weekdays
- Customer focused with a 'can do' positive attitude and a 'right pt time' mentality
- Passionate about providing an exceptional service to customers
- Able to follow process with accuracy & attention to detail
There’s no one quite like us
The Bicester Collection are the worlds’ leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 11 Villages in Europe and China as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.
What we do for you
The key to our success is the quality and commitment of our people. In return for your dedication and hard work, you’ll receive a generous salary and along with a competitive benefits package including 25 days annual leave, along with extra leave on your birthday and if you are getting married or moving, you will receive discounts throughout our villages, a very generous employee referral bonus, access to private medical and dental cover, along with many more benefits!
Come and live your story with us
The key to our success is the quality and commitment of our people. We are diverse in background, age, experience and leadership style. We believe that an inclusive workforce makes magic happen. We have huge ambition for what we can achieve together and we want to have fun!
