CenturyLink Service Analyst Apprentice in Winnersh, United Kingdom

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

15 months Apprenticeship during which you will gain a Level 3 in IT Systems and Networking Apprenticeship (equivalent to A Level) qualification, whilst working in the Global Client Response Center which is the single point of contact for all email, phone and customer portal communication from CenturyLink clients.

The Service Analysts are part of the Global Client Response Centre, and are responsible for first level customer support, triage and case management.

This includes: Accepting incoming calls and gathering information to understand the customers’ requirements. Identifying correct escalation points and following escalation processes. Carry out first line troubleshooting and resolution where possible. Manage a queue of cases ensuring regular follow ups and timely updates to clients.

Job Description

  • First point of contact for clients and other local offices seeking functionality and technical assistance with various applications, products and their delivery

  • Ensuring that the full business impact is captured/ understood when dealing with Incident cases

  • Call logging on our sophisticated fault reporting system, Remedy. Tickets are then routed or escalated to the appropriate CenturyLink or Client group for resolution.

  • Provide and obtain timely updates to/from relevant parties (internal and external)

  • Ensure all issues are chased throughout the ticket life cycle

  • Manage the resolution of issues and keep clients informed.

  • Promptly escalate issues that cannot be resolved using own resources.

  • Follow Outage procedures as required and keep Customers and Management up to date at all times

  • Follow all Support processes


Minimum Requirements:

  • Strong interest in IT

  • Grades A-C in English and Maths at GCSE level

  • Client focused

  • Good verbal, written and analytical skills

  • Have good planning and organization skills

  • Ability to respond to tight deadlines and work under pressure

  • Strong and supportive team player

  • Can work on own initiative

  • Pro-active and motivated to do a good job for the customer

Preferred Requirements:

  • Ideally Educated to A level standard or equivalent

  • Experience using Microsoft Windows and Office applications

  • Knowledge or understanding of IT infrastructure

Alternate Location: UK-Berkshire-Winnersh

Requisition #: 201407

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/