CenturyLink Service Analyst Apprentice in Winnersh, United Kingdom

CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.

Service Analyst Apprentice

CenturyLink is a global IT solutions leader that powers the needs of businesses of all sizes through our hybrid IT services including public and private cloud, data centre colocation, managed hosting and network services.

In Europe, we work with leading brands, such as Cancer Research UK, easyJet, Euromoney, G4 Security and Universal Music. Every day we help our clients to deliver agility, innovation and speed to market for their businesses. Every minute they harness the scalability and economics of cloud-based technologies.

An S&P 500 company, CenturyLink is included amongst the Fortune 500 list of America's largest corporations, employing over 48000 people worldwide with operating revenue in excess of 17 billion dollars.

Job Responsibilities:

Qualification details: IT Systems & Networking Level 3 trailblazer Apprenticeship in partnership with QA Apprenticeships.

Duration: 15 months

The Service Analyst Apprentice will work as part of the Global Client Response Centre, and are responsible for first level technical support and case management.

‘First level technical support’ includes: accepting incoming calls, the ability to run real-time diagnostics, and conduct initial troubleshooting of server hardware, Active Directory and Wide Area Network issues.

‘Case management’ includes: ownership of client cases until resolution, communication, and escalation.

The Global Client Response Center is the single point of contact for all email, phone and customer portal communication from CenturyLink clients.

  • 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

  • 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:

  • 5 GCSE’s grade C and above

  • Experience using Microsoft Windows and Office applications

  • Knowledge or understanding of IT infrastructure

Alternate Location: UK-Berkshire-Winnersh

Requisition # : 86307

Please Note: The following posting is for a Project-Based position with a defined start and end date (limited term). Depending on the project, the term of employment will be between 3 and 24 months. The employment end date will be tied to the project end date (although there is no guarantee of continued employment at any point).

EEO Statement

No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.


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.