Apprentice Service Desk Adviser

Benefact Group • Gloucester, England, United Kingdom • £28.70k - £51.50k / year • 3m ago

Working hours: 35 hours per week, Monday to Friday

Duration: Permanent

Location: Gloucester

Job Ref: 203839

About the role

Benefact Group are looking for an Apprentice Service Desk Adviser to join our Gloucester office.

The apprenticeship will run for 16 months alongside working within our Service Desk team, delivering exceptional customer service to the Group and supporting our first contact resolution approach.

Joining our rapidly expanding and innovative Group presents a fantastic opportunity to develop your career and become an integral part of an inclusive, purpose-led organisation.

Key responsibilities

Enhance value through quality of service and technical delivery
Deliver exceptional customer service acting as part our GT Service desk team
This role sits within the Service Desk function, which is the ‘face of IT’ being the first point of contact to the GT Department, providing excellent customer service, in person and remote, to the organisation.
Adhere to company values and standards to reinforce Benefact Group’s ethos towards internal and external customers

Invest in Customer Relationships

Proactively build successful internal and external relationships to deliver exceptional customer service and support our “right first time” FCR approach

Personal and Team Development

Successful completion of the Group Technology Apprentice programme
Demonstrate active commitment to owning personal development making best use of opportunities for on-the-job and formal training
Act on audit results and agreed action plans to improve own performance and fulfil personal potential
Engage with company communications to ensure personal understanding of key company/customer issues and Benefact Group strategic aims

Share and Collaborate

To build own and team knowledge and expertise to enable the delivery of increasing levels of customer service
Identify opportunities to improve current methods, practices and processes

Knowledge, skills and experience

Interest in technology and problem resolution
Excellent customer service skills, ability to be able to handle difficult situations and negotiate a satisfactory outcome
Friendly, approachable, team player, willingness to learn, enthusiastic, able to deal with a fast paced changing environment, motivated, work off own initiative
Good communicator
The ability to build co-operative and productive customer relationships
A clear appreciation of the need for exceptional standards of customer experience and evidence of a strong commitment to delivering improved standards

Desirable

Awareness of corporate technology, including Microsoft Office 365 and Windows operating system, Active Directory
Previous service desk experience, including use of an ITSM toolset (eg Ivanti, ServiceNow)
Qualified as SDI SDA or ITIL Foundation, or Customer Service / IT-related qualification

What we offer

A competitive salary - let's discuss it
Hybrid working
Group Personal Pension - up to 12% employer contribution
Generous annual bonus scheme up to 24%
25 days annual leave plus bank holidays, and a holiday buy and sell scheme
A range of health and wellbeing benefits, including private healthcare, income protection and life assurance
Up to £400 annual personal grant to a charity of your choice
Encouraged to take at least one volunteering day per year
Employee Assistance Programme
Full study support to gain professional qualifications
Access to virtual GP
Enhanced maternity and paternity pay

About us

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.

At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.

If you need any additional support during the recruitment process, then please let us know.

Directory of Social Change’s UK Guides to Company Giving 2017-26