IT Service Desk Apprentice

About this opportunity

Unity Partnership are looking for an enthusiastic IT Apprentice to help provide high quality 1st and 2nd line technical support to our users through an existing ICT Service Desk function.

A normal day would include:
• Working on the ICT Service Desk, accurately recording all calls offered by either phone, email or Self-Service into the Service Management Tool
• Maintaining a high degree of customer service for all support queries whilst aiming to resolve calls with as quickly as possible to minimise downtime to the user base
• Troubleshooting of IT related problems from in-house software to hardware, such as mobile devices, Laptops, PCs and Printers
• Regularly reviewing and update incidents, ensuring that all tickets are dealt with in a timely and efficient manner and the customer is kept up to date.
• Arranging for external technical support with our third-party suppliers where problems cannot be resolved in house
• Alerting the Service Desk Team Leaders and technical teams/appropriate teams of any Major Incidents.
• Maintaining the accuracy of the Service Management Tool by updating new user information, relocations etc.
• Supporting staff with the set-up and preparation of ICT equipment
• Assisting end users in the resolution of any faults problems they may have with their equipment, using various tools and techniques.
• Being aware of service level targets and how to adhere to them
• Building effective working relationships with staff at all levels
• Following set processes
• Operating office equipment such as photocopier, personal computer, scanner etc
• Maintaining accurate computerised information systems

Ideally you will be an enthusiastic user of technology yourself with the ability to explain to others how it works. The successful candidate will gain training and experience in working with applications to undertake analysis, diagnosis and resolution of incidents, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

What you could go on to do:
• Further roles within IT
• Opportunities within Council/Partnership

How you will be supported:
Full training and support will be provided by The Growth Company to help you achieve your apprenticeship and reach your full potential in your role.

What will happen next:
New applicants to The Growth Company who meet any basic entry requirements of the role will be contacted within two working days to be invited to meet a member of our team. You will then have the opportunity to find out:
• More about this vacancy and any others you are suitable for
• Any training you need to complete
• What the next steps will be

What you should have to apply

GCSE maths and English GCSE Grade C/4 or equivalent

Personal Qualities

• Excellent written and verbal communication skills
• Attention to detail, working accurately and consistently striving for excellence
• Strong interpersonal and customer service skills
• Ability to maintain confidentiality
• A positive, professional and polite attitude
• Ability to work on own initiative and adaptable to various duties/tasks
• Be able to multi task and have an organised and methodical approach to work
• Accountability and decision making when dealing with enquiries
• Championing the interests of the customer
• Resilience and energy
• Ability to cope under pressure
• Embracing change

Skills

• Excellent customer service skills and good telephone manner
• Knowledge of Microsoft based operating systems with emphasis on Windows 7 and 10
• Knowledge of Microsoft Office packages