Apprentice CSOT Support Analyst
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Company: UNIVERSITY OF BIRMINGHAM
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Location: West Midlands, B15 2TT
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Type: Apprenticeship
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Salary: £22,037.00 per year
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Sector: Sales, marketing and procurement
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Ref: NAS-2000036611
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Application Deadline Date: 25/06/2026
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Start Date: 17/08/2026
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Positions Available: 1
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Working Week: Monday to Friday, 7 hours per day. Shifts to be confirmed.
Brief Description
The Core Systems Optimisation Team Service Desk handles everything from individual technical problems to system outages relating to the university’s core systems footprint.
Training to be Provided
HIT training provide online training and on-site support. This will amount to on average 6 hours per week.
Future Prospects
On completion of this apprenticeship, you may be able to progress into one of the following roles:
- Support Analyst
- Functional Expert
Vacancy Detail
- Providing first line support on all core systems related issues via all the Service Desk’s contact methods
- Ensuring all contact with users is recorded accurately in the IT Service Management tool
- Identifying trends within recent and ongoing issues by monitoring incoming incident records and collaborating with colleagues
- Utilising skills, experience, and documented knowledge to provide solutions to users for the majority of reported issues
- Accurately triage more complex or time-consuming issues to other CSOT support teams, by building a thorough understanding of our services and support teams
- Developing a broad understanding of the University’s organisational structure, business functions, strategic aims, and key stakeholders to accurately assess the impact of issues
- Participating in ITIL-based Incident and Problem Management in line with documented processes
- Occasionally carrying out remote desktop support to resolve minor issues
- Ensuring that technical solutions are documented within the IT Service Management tool for future reference
- Being an advocate for our users and escalate whenever CSOT support is falling below expected levels, to ensure issues are resolved in acceptable timescales and excellent customer service is delivered
- Contributing to the creation and maintenance of knowledge base articles, ensuring documentation is easy to follow, written in plain English and tailored to the correct audience
- Any other duties that may reasonably be required in line with your position within CSOT or to help deliver excellent customer service
- Supports equality and values diversity, moderates own behaviour to avoid unfair discriminatory impact or bias on others
- You will be expected to engage fully with the University of Birmingham apprenticeship scheme, attending mandatory group days and contributing to the successful promotion of the scheme by representing your department in a positive manner