Apprentice Service Desk Analyst

Summary

If all things IT is where you want to start, change, or develop your career then this is the opportunity for you. We have a truly, career- launching opportunity available with a well-established, national, IT Solutions business based in Derby. They are a business that has a wholesome culture and encourages development and progression.

Wage: £16,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday, 9.00am to 5.00pm.
40 hours a week
Possible start date: Monday 24 March
Duration: 1 year 5 months
Positions available: 6

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

As an Apprentice Service Desk Analyst you, will be the entry point for all requests and tickets, while also working closely other Service Desk Analysts to provide a cohesive experience for clients.

You will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely escalate.

During your 17 month apprenticeship you will be provided with the tools you need to succeed within the role and develop soft skills as well as technical skills.

Typical duties will include:

Provide the client facing interface for all support queries.
Co-ordinate all support queries and requests.
Maintain knowledge base for all encountered issues.
Update clients on all stages of support calls, from logging, research, action plan, escalation to resolution.
Publish client facing technical information such as best practice guides, FAQ's, etc.
Provide reports and statistical analysis on issues reported and resolved for use by account management teams and technical teams.
Provide a feedback loop to delivery and consulting teams for issues arising during project deployment
Providing a point of contact and administration for in-house IT systems.
Working to daily targets based around support queries.
Ad hoc duties are required.

Where you’ll work

Unit 1a-1b Millennium Way

Pride Park

Derby

Derbyshire

DE24 8HZ

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

ALTHAUS DIGITAL 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
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

Your training plan

The apprenticeship training is a blend of face-to-face and online workshops, delivered weekly in 2 - 3 hour sessions.
Face-to-face sessions will be delivered from Althaus HQ on Pride Park in Derby, whilst the remote sessions will be delivered over Zoom.

More training information

Althaus is an Ofsted Outstanding, national training provider, specialising in IT & Marketing apprenticeships.
Based on Pride Park, Derby, we help organisations to attract high calibre junior candidates and upskill existing staff through apprenticeships.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade A*/9 - C/4 (or equivalent))
Mathematics (grade A*/9 - C/4 (or equivalent))

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Analytical skills
Logical
Team working
Creative
Initiative
Patience

About this company

We were geeks before it was cool. Back in 2004, we launched our business with three team members from our Derby office with a simple aim – deliver powerful technology and IT solutions to customers with exceptional service. Years later, our workforce has vastly expanded and we’ve opened new sites and data centres all over the country. Our expertise in technology has seen our portfolio of solutions evolve for organisations of all shapes and sizes, but even with our progress, expansion and growth, we’re proud to have stuck by our principles – providing our customers with the tools to make change happen across the world.

https://node4.co.uk/ (opens in new tab)

After this apprenticeship

For someone looking to progress their role, the Apprentice Service Desk roles naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager.

Ask a question

The contact for this apprenticeship is:

ALTHAUS DIGITAL LIMITED

Molly

molly@althausdigital.co.uk

07901204187

The reference code for this apprenticeship is VAC1000242220.

Apply now

Closes in 16 days (Sunday 16 February at 11:59pm)

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