Apprentice IT Support Analyst MANAGED ENTERPRISE TECHNOLOGIES LIMITED

Provide 1st line support to a range of clients for a range of tasks including logging incidents for clients, completing any assigned daily tasks, reviewing monitoring alerts and logging incidents for these alerts. Gaining valuable experience setting up PC’s and working within an IT service company.

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Closing date: 30 Aug 2017

Apprenticeship summary

  • Annual wage

    £10,000.00

  • Working week

    Monday-Friday 9-5pm

    Total hours per week: 38.00

  • Apprenticeship duration

    12 months

  • Possible start date

    11 Sep 2017

  • Date posted

    22 May 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number

    VAC001235706

  • Positions

    2 available

Duties inlcude:

  • Leaning many aspects of providing support to customers, including helping users who have technical issues, or need help, supporting applications
  • Within one year certify in a Microsoft certification, having agreed the elective first.
  • Working closely with business managers and staff.
  • Gaining a broad range of skills, and spending time within various departments to better understand functions and process
  • AntiVirus Checks.
  • Backup Checks.
  • Dealing with alerts and automated system monitoring

On Service Desk:

  • Ensure that all incidents are logged with the correct level of information to enable operatives on the 2nd line to proceed with resolving the issue
  • Monitor the ServiceDesk email inbox, to respond to support calls logged via email
  • Monitor the alert sub folders of the ServiceDesk email inbox and action accordingly, raising calls where required
  • Monitor customer backup systems and log  any issues that may arise
  • Answer telephone, and provide support updates where necessary on issues from initial contact to resolution
  •  Log all calls in the relevant Call Logging systemEscalate incidents when required to 3rd parties, external resources or others.  Monitor performance of 3rd parties and external resources to ensure that they are providing the expected level of service and meeting their SLA
  • Write up support calls and maintain documents and records to a professional standard; for example Request For Change (RFC’s), Customer Build Logs and Tech Docs
  • Adhere to security policy and any customer security policies
  • Provide excellent customer service by understanding the business drivers, taking proactive action and providing clear communication

Requirements and prospects

Desired skills

  • Being confident, good work ethics, interested in IT and computing.
  • Using Microsoft software, such as word, Excel, Outlook.
  • Hobby oriented.
  • Good communication skills, be able to work as a team.
  • Excellent telephone manner.
  • Ability to learn and progress quickly, driven towards self-advancement.

Personal qualities

  • Able to work in a team and on their own.
  • Willingness to complete research and development in their own time as well as given time.

Qualifications required

  • Qualifications required
  • You’ll need to have 5 GCSEs grade A – C (or equivalents)  (including English and Maths) with an interest in business and an aptitude for technology.

Future prospects

This apprenticeship will give you a great start to your IT career and it is anticipated that you will progress into a role where you can complete a Level 4 Apprenticeship and then onto a degree if you desire.

About the employer

We are looking for an apprentice to provide 1st line support to a range of clients for a range of tasks including logging incidents for clients, completing any assigned daily tasks, reviewing monitoring alerts and logging incidents for these alerts. Gaining valuable experience setting up PC’s and working within an IT service company.

Employer

MANAGED ENTERPRISE TECHNOLOGIES LIMITED

Address

46

The Priory Queensway

Birmingham

B4 7LR

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Training provider

As part of the Level 3 Infrastructure Technician Apprenticeship you’ll be registered as a member with the British Computer Society and have the opportunity the gain valuable qualifications, recognised by employers including:

  • Microsoft Technical Associate Network fundamentals
  • CompTIA A+
  • Microsoft Technical Associate Mobility and Devices Fundamentals
  • CompTIA Security+
  • Microsoft Technical Associate Cloud Fundamentals
  • Microsoft Office Certifications in Word, Excel, PowerPoint

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider

DIGITAL NATIVE (UK) LIMITED

Applications for this apprenticeship are being processed by DIGITAL NATIVE (UK) LIMITED

Contact

Suzanne Higginson 07885267251 suzanne@dn-uk.com


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Closing date: 30 Aug 2017