Apprentice Service Centre Analyst
1d ago

Competitive + benefits

Life at Civica

Help us continue to build on 19 years of unbroken growth and maintain our position as a Top 2, UK software company.

Civica is one of the UK’s largest software companies, with over 30 years of proven expertise in delivering improved outcomes for public services around the world.

  • Blended working : less commuting, more time with your friends and family.
  • Investors in People’ Gold : We prioritise the development of our colleagues to match their ambition.
  • Financial Times - Diversity Leader 2021 : We’re committed to maintaining an inclusive and supportive culture.
  • Top rated employer Glassdoor : Our average length of service is 9 years.
  • Societal Impact : Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.
  • About You

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

  • Any knowledge of the below is highly desirable;
  • 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
  • Your core responsibilities;
  • You will provide first line customer technical support to Civica’s Service Centre customer base.
  • 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.
  • Other 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 Civica policies, and on the systems designated by Civica.
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