For product guidance visit

For product guidance visit

For product guidance visit

Service Desk Apprentice
(Customer Service Specialist Level 3)

Invotra Ltd provides SaaS Enterprise Intranet and Portal Solutions to 47% of the UK Government and other organisations worldwide. Having been recently announced as one of the UK’s top 70 most ambitious high growth technology companies, they have also been listed twice as a Top 100 Apprenticeship Employer, and won employer of the year at The National Apprenticeship Awards, regionally and nationally. With around 30% of their employees being current or qualified apprentices they are truly invested in developing homegrown talent.

As a Service Desk Apprentice you will be a proactive, analytical and technology driven individual supporting a growing team and providing support to our customers, end-users and internal communications teams that use the Invotra product. You will be responsible for the day-to-day support on the Invotra Service Desk ticketing system (Jira) and providing quality customer service across the service desk, ensuring calls are responded to within a timely manner and managing issues through to resolution. This will involve incident investigation, incident escalation and responding to customer queries.

Upon completion of your apprenticeship you will have gained a level 3 qualification in Customer Service. You will also have gained significant experience in a fast moving IT company, dealing with high profile Government clients.

Responsibilities:

  • Proactively contributing to continual service improvement through the identification of Service Desk process and procedure improvements.

  • Successfully apply a wide range of approaches to solve customer issues

  • Find solutions that meet the business needs as well as customer requirements

  • Be able to escalate issues where applicable

  • Producing and sharing Service Desk reports and analysis as required.

  • Supporting the onboarding of new and updated services as required

  • Undertaking the necessary training to upskill in the support of the new services.

  • Undertaking knowledge management activities: identifying, controlling and storing any relevant information, and maintaining knowledge items to ensure that they are current, relevant and valid.

  • Sharing knowledge and expertise with others

  • Supporting customers and end-users through email and tickets raised on the Invotra service desk.

  • Maintain positive customer relationships

Minimum Required Qualifications:

  • Qualifications to include either 5 GCSEs (grades A-C or equiv including Maths and English), A levels grades A-C.

  • Or other equivalent qualifications and experience.

Desired skills:

  • Excellent verbal and communication skills

  • Good organisational skills

  • Customer focused

  • Team Player

  • Solid IT skills with the ability to learn new systems quickly

  • Confident with the ability to manage your own time

  • Able to follow processes and procedures

  • Good attention to detail

  • Problem solving mindset

  • Creativity and resourcefulness

Personal Qualities:

  • Confident

  • Motivated

  • Self Disciplined

  • Good Communicator

  • Approachable

  • Personable

Required technologies (or equivalents):

  • Experience with Jira and/or any Continuous Integration tools preferred

Other:

Full time

Location – UK 

Salary Band -£161 per week

Incremental salary increases as you progress through your apprenticeship:

0-6 mths – Gross £8400/£700pm
6-12 mths – Gross £12000/£1000pm
12-18 mths – Gross £15000/£1250pm

Maximum £300 per month contribution towards travel expenses

To apply for this role, send your CV across to jobs@invotra.com and quote ‘Service Desk Apprentice’ in the subject line, or complete the form below

Click or drag a file to this area to upload.

Contact us

Contact us