IT Analyst Apprentice

Summary

An opportunity has arisen to recruit a highly motivated enthusiastic team player to join the IT services team in Herbert Smith Freehills to provide user support.

Annual wage: £25,722 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 28 October
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

An opportunity has arisen to recruit a highly motivated enthusiastic team player to join the IT services team in Herbert Smith Freehills to provide user support. The role will be placed in two areas which are Service desk and Digital Workplace team ( DWP ) and will give experience supporting users over the phone and face-to-face.

Key Responsibilities

Acting as the first point of contact for all business IT incidents.
Answering all calls in a professional and helpful manner, with the objective of completely understanding the caller's problem or requirement.
Investigating and resolving incidents to the best ability and escalating to DWP and Technical Support Team ( TST ), ensure all calls are recorded effectively in the call logging system.
Monitoring the call lists to ensure all calls are being dealt with effectively and according the service standards.
Supporting and troubleshooting technologies such as Document Management System (Worksite), Outlook, Expert, Workshare, Enterprise vault, laser forms, AnyConnect, VMware, and Microsoft office 2010 applications. Intelligent Hub, Ms. Intune, Office365, Citrix, Laptops, Desktops, Apple devices.
Building, Configuration, and Maintenance of all Herbert Smith Freehills PC's, Laptops,
Procurement and support of all London iPhones
Provide customers with regular updates ensuring they are fully aware of the status and progress of their call.
Actively share information and knowledge with all members of the team and aim to continually improve levels of IT skills and knowledge.
Ensuring that all processes & procedures as detailed in the Best Practice Guide are followed e.g Incident and Problem Management
Assist with project work including floor walking.
Communicating with third party companies regarding warranty and new products.
Being a sole point of DWP hardware support for approximately 1700 users.
Keeping up to date with new and changing PC/Laptop and iPhone platforms.
Maintaining good communication with International IT contacts ensuring sharing of knowledge and procedures.

Where you’ll work

Level 1 Exchange House Primrose Street London

EC2A 2EG

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