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Service Desk Analyst Apprentice In Kentish Town NW5

Location London
Sector IT and technology
Job Type Full Time / Fixed Term
Job Closing Date 13/02/2019
Recruiter Ref 1211-0001-00016811
MPP Ref MPPJRN0088434

JOB SUMMARY & BENEFITS

Employer description:

This is a leading Engineering and Construction Company.

We want someone who is...

  • Hobbyist, someone that self teaches and builds their understanding in their chosen subject
  • Thrives in a hands on environment
  • Able to work well as part of a team as well as on their own
  • Can give examples of their strengths and knowledge
  • Self-starter
  • Able to follow instructions and complete tasks

Job Details: 

Job overview / purpose:

Currently seeking two Service Desk Analyst Apprentices to join our IT Service Desk Team.

Main role: [will include but not be limited to]:

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
    • Receiving, logging and managing calls from internal staff via telephone and email
    • Log all calls in the ITSM tool (Cherwell)
    • 1st line remote support of IT related problems (software and hardware), including, but not limited to, laptops, mobile phones and printers
    • Troubleshoot basic network issues
    • Take ownership of user problems and follow up the status on behalf of the user and communicate
  • Progress in a timely manner to maintain agreed SLAs
    • To maintain a high degree of customer service for all support queries and adhere to all service management principles
    • Provide basic in-house training in MS Office applications used within the business (Word, Excel, Outlook, PowerPoint)
    • Publishing Knowledge Base articles to assist users with requests and training
    • Active Directory tasks such as creating user accounts, reset passwords, create groups, file permissions etc.
  • Installation of software via SCCM or by manual install
  • Escalate unresolved calls to the Operations (2nd line) and Infrastructure (3rd line) support teams
  • To provide a high quality service which meet SLAs and internal KPIs
  • Delivering excellent customer service

 

Desired qualities:

  • Excellent communication skills, both written and verbal
  • Good organisation skills and be willing to learn
  • Ability to work well in a team environment
  • High attention to detail with problem solving skills
  • An interest in IT systems and technology
  • Excited to begin a career in IT

 

Desired qualification requirements:

The candidate will have at least 5 GCSE’s (C and above) including Maths and English.

 

Working week:

5 days per week,

Monday - Friday,

9am – 5:30pm,

37.5 hrs a week, [all details will be confirmed with the employer]

 

Salary:

£14,000 per annum

Benefits / Future prospects:

  • Dress down Friday's
  • Great sociable team
  • Great family ethos amongst staff
  • Staff canteen with cooked meals
  • Central location in London
  • Increase in salary upon completion of the apprenticeship
  • Company bonus
  • 27 days annual leave
  • Pension contributions 

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.