Service Desk Analyst Apprentice

Summary

This is an excellent opportunity for someone to join our great, supportive service desk team and undertake a level 3 IT Support Technician Apprenticeship. You will become a valued member of the team at the forefront of our technical support desk, while gaining industry recognised certifications through the apprenticeship training program.

Annual wage: £15,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Working hours: 37.5 hours per week in a shift pattern between 07:30 and 18:00
37 hours a week
Possible start date: Friday 3 January
Duration: 1 year
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

First point of contact for customers reporting IT issues via a multitude of channels (including phone, email, and customer portals)
Providing excellent customer service
Configuration of new client devices
Working on support tickets, both remotely and onsite
Creating, updating and following documentation
Assisting with project work
Other duties as assigned by management

Where you’ll work

1 JUPITER COURT

ORION BUSINESS PARK

NORTH SHIELDS

NE29 7SE

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

PROFOUND SERVICES 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 successful applicant will complete and obtain a Information Communication Technician Level 3 Qualification through Learning Curve Group.

You will be taught through:

4-6 Weekly 1-2-1 Sessions with your tutor
20% Off The Job Training
The course is a 14-17-month programme

Please use this link to find out more about the qualification - Information Communications Technician Apprenticeship.

Requirements

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
Customer care skills
Problem solving skills
Initiative

About this company

We are a Managed Service Provider (MSP) based in North Shields, supporting companies across the UK with their IT equipment, and providing cloud services, communications, and a range of other related services. We are a forward-thinking company with a growth mindset, seeking an apprentice service desk analyst to join the team in providing excellent IT remote support to our clients.

Company benefits

20 days holiday, plus bank holidays Bonus scheme paid every 6 months (Directors Discretion) BUPA private medical care Free gym membership Company funded events/nights out Subsidised snacks and drinks Salary sacrifices scheme

After this apprenticeship

A clear progression path for after your apprenticeship, helping you progress your IT career.

Ask a question

The contact for this apprenticeship is:

PROFOUND SERVICES LIMITED

The reference code for this apprenticeship is VAC1000289759.

Apply now

Closes in 28 days (Thursday 2 January)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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