Apprentice Service Desk Analyst Azteq Solutions Ltd

A customer-facing 1st line support role whose main responsibilities include being the first port of call to all issues regarding the Service Desk, and troubleshooting desktop and network peripheral technical issues.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 05 Dec 2017

Apprenticeship summary

  • Weekly wage

    £200.00

  • Working week

    Monday-Friday (shifts).

    Total hours per week: 40.00

  • Apprenticeship duration

    15 months

  • Possible start date

    06 Dec 2017

  • Date posted

    12 Sep 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number

    VAC001308643

  • Positions

    1 available

Who you’ll work for:

A customer-facing 1st line support role whose main responsibilities include being the first port of call to all issues regarding the Service Desk, and troubleshooting desktop and network peripheral technical issues. Analysts will work closely with Service Desk Engineers in the effort to resolve support requests submitted by end users in a timely fashion – adhering to customer SLAs.

As a First Line Support Apprentice, your duties would include:

  • Act as the single point of contact for all communication with the Service Desk.
  • Receiving, logging, and managing support requests via phone, email, or otherwise.
  • Logging and maintaining all support requests to their Service Desk.
  • Take ownership of user issues and follow up the status of problems on behalf of the end user.
  • Managing asset and customer databases, tracking changes.
  • 1st line support – troubleshooting low-level technical issues.
  • Escalating any issue that is not resolvable to higher levels of support.
  • Maintain a high standard of customer service to all end-users and third party organisations; building and maintaining a strong rapport with all clients.
  • Assist in the maintaining of knowledge bases and contributing technical documentation to them.
  • Ensure company SLAs are upheld.
  • Work closely with Service Desk and Onsite Engineers to ensure a high standard of technical support.
  • Assist with the quoting and purchasing of consumables and other IT peripherals.
  • Compliance with Data Protection legislation at all times.
  • Compliance to their Health, Safety and Welfare Policy (HSW-POL-100) and Arrangements (HSW-ARR-100).
  • Manage the continuous conformance to safe working practises, ensuring adherence to Health & Safety legislation at all times.
  • Any other duties your line manager deems appropriate.

Requirements and prospects

Desired skills

We’re looking for an IT-enthusiast with:

  • Excellent verbal and written communication.
  • Excellent telephone manner.
  • Excellent organisational skills.
  • Commercial awareness
  • Ability to communicate at varying levels and with Customers, Suppliers and Staff alike.
  • Good problem solving skills.
  • Good organisation skills
  • To be able work as part of a team.
  • Excellent customer service skills

You might also have (but don’t need):

  • Ability to troubleshoot Windows Desktops (7, 8, 8.1, 10)
  • Basic Active Directory knowledge to create and organise users/computers.

Personal qualities

  • Be self-motivated and use own initiative

 

Qualifications required

You’ll need at least five GCSEs (or equivalent) at Grade C or above including Maths, English and IT / Science.

Future prospects

By working hard and demonstrating your ability, drive and commitment throughout your 13 month apprenticeship scheme, upon completion you will be offered a permanent contract ensuring you have further opportunities to continue growing within this exciting organisation.

Things to consider

You don’t need loads of professional experience in IT. Apprenticeship National Minimum Wage (ANMW): The National Minimum Wage for Apprentices is £3.50 per hour from 1st April 2017. This is the legal minimum pay per hour applying to 16-18 year old apprentices and those aged 19 and over in the first year of their apprenticeship. For apprentices 19 or over who have completed their first year and are continuing their apprenticeship, the National Minimum wage appropriate to their age applies.

About the employer

Our client is a leading field service partner providing accredited IT installation and support services across the UK. Whether it’s a single installation, a rollout project or an ongoing break-fix site support service, they can help improve your workflow and provide a cost effective solution to your requirements.

Employer

Azteq Solutions Ltd

Address

Aztec House

Maxted Corner, Eaton Road

Hemel Hempstead

HP2 7RA

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Training provider

Firebrand offers a unique Advanced Level 3 IT Apprenticeship scheme. We provide the fastest award-winning IT training and certifications with on-going support - all with the ultimate goal of securing a long-term IT career.

During your 13 month programme, Firebrand provides residential training at our distraction-free training centre. Our accelerated training means you'll achieve certifications with partners like CompTIA, ITIL and Microsoft faster, giving you more time to put your new skills into practice within a professional working environment.

You'll also be recognised by the British Computer Society (BCS) for entry onto the register of IT Technicians, confirming SFIA level 3 professional competence.

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider

FIREBRAND TRAINING LIMITED

Applications for this apprenticeship are being processed by Firebrand Training Ips Ltd

Contact

Firebrand Apprenticeships 08000816022 apprentice@firebrandtraining.com


This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 05 Dec 2017