Service Operations Apprentice, Oxfam

Employer: Oxfam

Apprenticeship Provider: Multiverse

Apprenticeship Programme: Digital Business Level 3 (12 months)

Schedule: 8:00am-6:00pm* (shift specifics below) Mon - Fri.

Start Date: March 2024

About Oxfam

Oxfam is a global community of people who believe in a kinder, and radically better world, where everyone has the power to thrive not just survive. Join the thousands of talented and committed people, who are helping to make this a reality.

About the Role

Are you ready to kickstart your journey? Join our dynamic IT division as an apprentice and dive into the heart of the action with our Service Desk team! We're on the lookout for enthusiastic individuals who are ready to make waves in the world of Information Services (IS). As the frontliner, you'll be the go-to person and problem solver extraordinaire who ensures that our 'live' IS services dazzle our valued customer base. From Monday to Friday, between 8:00 am and 6:00 pm (8 hours a day max), you'll be in the epicenter of technology and make a real impact every day!

A typical day

• Serve as the first point of contact for service-related queries, issues, and requests--providing support to our users via phone, email and in-person.
• Log issues to ensure every Service Desk call is captured accurately and can be resolved quickly!
• Use your technical knowledge to assist our clients in tackling common technical hiccups, like troubleshooting.
• Assist in second-line support functions for the IS department, working alongside our experienced team to resolve bigger and more complex issues.
• Collaborate and escalate any issues to more senior stakeholders to ensure they are probably dealt with.
• Help to source and identify data to aid in identifying, communicating and resolving any 'known problems' within our team and/or work and support in finding solutions.
• Help to create and implement any training materials that support you, your team and our company missions.

You must have

• GCSE English & Maths 4-9 (C-A*) or equivalent

Skills needed

• Good written and verbal communication skills.
• Calm and composed temperament, especially under pressure.
• Good interpersonal skills.
• Dependable and reliable.
• Passion for learning and developing both personally and professionally.
• Perseverance and commitment to your goals, task and work.
• Adaptable and flexible in your ways of working.
• Enthusiasm and curiosity for technology.
• Some customer facing experience would be beneficial.
• Excitement to work within a team-oriented and fast-paced environment.
• Some familiarity with Oxfam's mission would be beneficial.