Apprentice Service Centre Analyst - Infrastructure Technician L3 - Advanced (Level 3)

Civica (Employer)

QA Apprenticeships (Training Provider)

Annual wage £15,000.00
35.0 hours per week TBC upon interview.
15 months (duration)
10 May 2021(start date)
Infrastructure technician (apprenticeship standard)
Digital (route)
30 April 2021 (application closing date)
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Job Description

You will be responsible for engaging with customers by phone and digital channels. You will take personal responsibility for managing your time effectively and proactively and will adhere to current Service Centre Service Management policies, processes, and procedures.


Responsibilities include:  

  • Collaborate with others to achieve high standards of customer satisfaction and escalate anything that cannot be resolved
  • Monitor individual performance metrics and liaise with managers and customers to ensure SLAs are not breached
  • Use expertise to reach effective resolution and prevention of future incidents
  • Meet productivity and quality performance standards for customer experience, compliance and operational excellence set from time to time by line management, for example utilisation, attendance and workload
  • Meet contribution standards for knowledge management and continuous improvement set from time to time by your line manager
  • Maintain accurate records of work completed, changes made, customer interactions in line with data protection laws and company policies, and on the systems designated by the company

Future Prospects

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

Reality Check

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

Skills Required

  • Qualification or experience in ITIL v3
  • Experience of working within a direct customer facing environment
  • Working within ISO270001/20000
  • Microsoft Suite Server and Client
  • FTP Administration
  • Basic Network server technologies (DHCP, DNS)
  • Microsoft SQL Server 2008, Encryption Software – PGP & Checkpoint – Installation & Administration

Qualities Required

  • You will have excellent communication skills and problem-solving skills

Qualifications Required

  • The successful candidate will hold at least 3 GCSE’s A*-C/9-4 or equivalent -- Or
  • GCSE’s D/3 in maths and English

Training Provided

  • Level 3 Infrastructure Technician Standard
  • Functional Skills in maths and English if required

Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.

Register interest