IT service Desk Apprentice

Summary

The IT Service Desk Apprentice reports to the Senior IT Manager in London. This role requires regular interaction with nearly all employees, including partners, necessitating excellent communication skills and a high level of professionalism.

Annual wage: £25,650 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday (9:00am - 5:30pm). Shifts TBC
37 hours a week
Possible start date: Monday 4 November
Duration: 1 Year 6 Months
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

The role

Our apprentices will gain valuable skills and experience by learning from colleagues and mentors throughout the firm. This includes exposure not only to IT but also to the broader business and legal environments.

The IT Service Desk Apprentice reports to the Senior IT Manager in London. This role requires regular interaction with nearly all employees, including partners, necessitating excellent communication skills and a high level of professionalism.
Primarily, this is a hands-on junior support role focused on local support in London. However, our IT Service Desk follows a ‘follow-the-sun’ model, providing support to customers across all regions.

Typical work hours are from 09:00 to 17:30, Monday to Friday. Due to the international nature of the firm, flexibility is required to accommodate projects and Service Desk operations.

Responsibilities

Creation of IT support documentation for Knowledge based articles.
Log calls into the ITSM tool with and record the actions taken to resolve an issue.
Escalate support tickets to second, third line support where necessary.
Liaise with 3rd party support companies and vendors.
Collaborate with the team: Working alongside experienced IT professionals to deliver exceptional support.
Performing daily meeting room and AV checks.
Follow service desk processes, policies and procedures.
Answering support queries received via the Service Desk, providing first response to staff firmwide.
Ensure stock levels within the office and department are maintained.
Develop your skills with hands-on experience and receive ongoing training.
Ensuring that IT asset inventories are maintained, and records are kept up to date.
Assisting with event and hearing organisation and support.
To undertake ad hoc departmental duties from time to time in accordance with departmental and business needs, as identified by the line manager.

Where you’ll work

New Fetter Place East 8-10

New Fetter Lane

London

EC4A 1AZ

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

JUST IT TRAINING LIMITED

Your training course

Information communications technician (level 3)

Equal to A level

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy

Apply the appropriate tools and techniques to undertake fault finding and rectification

apply Continuous Professional Development to support necessary business output and technical developments

Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders

Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate

Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders

Manage and prioritise the allocated workload effectively making best use of time and resources

Complete documentation relevant to the task and escalate where appropriate

Install or undertake basic software upgrades,either physically or remotely

Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements

Provide remote/F2F support to resolve customer requirements

Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Identify and scope the best solution informed by the system data associated with the task

Test and evaluate the system's performance and compliance with customer requirements.

Escalate non routine problems in line with procedures

Use basic scripting to execute the relevant tasks for example PowerShell, Linux

Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times

Apply the necessary security, in line with access and/or encryption requirements

Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely

Test and evaluate network environments

Monitor performance and usage of a network

Deploy applications on a network

Set up storage and data access for staff

Apply necessary security measures, in line with access requirements to a network

Carry out routine maintenance across network systems, ensuring organisational compliance

Monitor network-related workloads including DNS and firewalls

Install or undertake basic upgrades, either physically or remotely

Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.

Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.

Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.

Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy