Apprentice Service Desk Engineer

About this opportunity

Great Places Housing Group are looking for an apprentice service desk engineer to provide support to internal customers. You will be on first line support and fixing incidents that can be solved at the first point of contact.

A normal day would include:
• Managing the first line ticket queue with the aim to make sure all live requests are dealt with within the required SLA’s
• Answering the phone and being the first point of contact to the business
• Fixing any incidents that can be solved at first point of contact and logging any others for escalation to second line
• Taking a lead on all new starter requests, both hardware and account provision as well as managing our stock and assets
• Helping to diagnose malfunctioning systems, hardware and software
• Testing new software and hardware and report on its suitability to the business
• Creating new knowledge base articles for our customer portal and other members of the team
• Assisting with the ongoing provision of a secure ICT infrastructure
• Maintaining the asset register along with user profiles and system access rights

Great Places Housing Group is a modern, forward-looking profit-for-purpose organisation. Their vision is to create great homes in great communities, which would not be achievable without the great people in Great Places’ workforce.

What you could go on to do:
This apprenticeship position will provide you with the opportunity to complete the required training to become a qualified help desk engineer. There may be opportunities for successful applicants to progress into a permanent role with the employer as a first line service desk engineer and from there progress to second line and on to infrastructure or development.

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. The employer will also provide you with a workplace mentor to support your development within the role as well as lots of additional training and development opportunities and enable you to participate in a range of organisational projects to enhance the skills you develop even further.

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

How you could get there:
If you would be catching public transport for this role, visit the Journey Planner on www.tfgm.com to see how you would get there and how long it would take.

What you should have to apply

Qualified to minimum GCSE grade C/4 or equivalent in English, maths and ICT

Personal Qualities

• Personally positive and highly motivated
• A high level of attention to detail
• The ability to work well during periods of change or uncertainty
• Able to work as part of a team as well as on own initiative
• Professional and value led with integrity, inclusivity and respect for diversity
• Commitment to work in partnership with others for the benefit of Great Places
• Ability to work flexibly and when needed outside normal working hours
• Ambitious with a personal drive to succeed

Skills

• A requirement to meet the key criteria for and undertake training as required under the apprenticeship programme
• Methodical approach to solving queries
• Ability to work on own initiative, but understand level of responsibility within the team
• Ability to interact with a wide range of people
• Ability to prioritise work and manage a number of tasks concurrently
• Ability to complete tasks in an accurate and timely manner when working under pressure
• Good written and verbal communication
• Ability to work effectively with colleagues and other stakeholders to give information/find information/resolve problems
• Organisation and ability to time-manage work load
• Able to deliver a high standard of customer service
• The ability to develop and project a positive image of Great Places through personal, written and oral skills