Service Support Apprentice

The main purpose of the role is to assist with the operational support of the TUI Digital Platform, championing service management process and adherence to procedures.

The individual will be an integral part of the Service Management Team working alongside key operational managers and service specialists to fulfil operational requirements while gaining knowledge in IT Support, Transition, Change, Problem and Incident Management.

This post requires someone who will work collaboratively with other staff, managers and team leaders within Digital Platforms, external suppliers and customers.

The supporting processes and information that this post is responsible for are significant in the end to end delivery of the service provided Group IT.

You will be working on Level 3 Business Administrator apprenticeship standard.

Planning and organisation - able to think ahead in order to establish an efficient and appropriate course of action for self and others. Prioritises and plan activities taking into account all the relevant issues and factors such as deadlines, staffing and resources. Juggles priorities under pressure.

Collaborative working- Works in partnership and actively collaborates with colleagues across the organisation to the benefit of the Group IT. Recognises shared objectives and priorities, and works co-operatively to achieve them, putting them before personal preferences and objectives. Works co-operatively with others in physical and virtual teams, as opposed to working separately or competitively. 

Communication - able to get one’s message understood clearly by adopting a range of
styles, tools and techniques appropriate to the audience and the nature of the information. Listens to, understands and interprets information/instructions correctly.

Resilience - manages personal effectiveness by managing emotions in the face of pressure, setbacks or when dealing with provocative situations. Demonstrates an approach to work that is characterised by commitment, motivation and energy.

Flexibility - adapts and works effectively with a variety of situations, individuals or groups. Able to understand and appreciate different and opposing perspectives on an issue, to adapt an approach as the requirements of a situation change, and to change or easily accept changes in one’s own organisation or job requirements.

Analytical thinking – gathers relevant information from a range of sources. Sifts information and selects what is significant. Translates analysis into practical action plans. Thinks clearly and decisively, particularly when faced with unexpected problems. Has confidence in own judgement whilst knowing when to refer to a more senior level.

Priority Incident Management

  • Reaction to incident escalation, assessment of impact and urgency definition.
  • Arranging and organising technical calls with resolver teams and stakeholders to diagnose concerns.
  • Sending incident communications to stakeholders and teams leads

Ticket Processing

  • Assist in ticket triage to ensure a smooth support process
  • Second chair for daily operational call, receiving updates from the teams as to ticket status and processing.
  • Push for SLA to be met for all tickets logged and understand why if not met.
  • Perform service management actions taken from the daily call.
  • Look for trends on tickets logged to prevent larger impacts.
  • Work to reduce the overall number of tickets and keep numbers at a manageable level.
  • Perform incident quality checks to ensure a high standard of information and detail.

 Report Generation

  • Work with the Service Support Manager to provide weekly operational reports, monthly “steerco” reports and commercial lead slides for business service reviews
  • Be able to produce ad-hoc reports as and when required to assist in service management queries

 Proactive Monitoring

  • Use available monitoring tools and status pages to confirm stability and access to the various platforms.
  • Work with the resolver teams to ensure their proactive monitoring is being carried out and service is maintained.

 Problem Management

  • Raise problem records for all P1/P2 incidents.
  • Facilitate root cause investigation with resolver teams.
  • Trend problems and incidents to prevent future incidents and maintain stability.

 Change Management.

  • Understand the change process and be aware of changes happening that will affect service.
  • Attend the CAB meetings and work with change management teams to send accurate communications to business users.