First Line Service Desk Analyst Apprentice

Company Name: Total IT Technology Solutions
Type: Apprenticeship
Sector: IT
Application Deadline Date: 10/02/2020
Positions Available: 2

Location: Kempston, MK42 7PN
Salary:
Ref: VAC-04416
Start Date: 14/02/2020
Working Week: Monday to Friday: 8:30am - 5:00pm

Brief Description

Remit Group are recruiting on the behalf of Total IT; an award winning technology services business based within the Bedfordshire area. Committed to delivering IT Support they've actively been seeking to expand their team with 2 technical individuals!

Vacancy Detail

This is a fantastic opportunity to join a company with an established growth record, fantastic clients and an excellent, modern working environment. Total IT's aim is to provide the highest levels to IT Support services and the successful Apprentices will have the chance to work in a varied role with exposure to plenty of technical aspects!

If you're an individual with a natural aptitude for the IT sector and you thoroughly enjoy all amounts of problem solving then this role may just be the one for you!

Main Roles and Responsibilities

Support the overall activity of the Service Desk whilst being managed by a Professional Services Director
Learn how to provide 1st Line Technical Support to some of Total IT's key clients
Aim to maintain a high degree of customer service; trying to ensure responses are accurate
Support the team by being the initial point of contact for clients; you'll learn how to understand their problem, attempt some first line resolution and work to keep the client updated throughout
Learn how to escalate issues through to the Second Line team when required.
Aim to take responsibility for the overall progression and effective resolution of all support cases; ensuring accordance with Total IT's SLA's and KPI's
Learn how to take ownership of issues and aim to ensure that customers expectations are set, met and exceeded

INDIT

Qualifications Required

You'll need at least a minimum of 5 GCSEs grades A* to C / 9 to 4 - including Maths, English and ICT (or equivalent qualifications).

Personal Qualities

Be able to work under pressure
Have a flexible working attitude
Be reliable and honest
A desire to improve personal knowledge
Needs to show competence
Has to be confident and polite at all times when dealing with customers on the phone and face to face
Flexible & adaptable - you will work with a whole range of clients with different requirements in a fast-changing environment

Skills Required

If you have a knowledge or previous experience with the following this is beneficial; but not essential;

Good Understanding of PC hardware set-up and configuration
Understanding on using and troubleshooting MS Office suites
Basic understanding on Office 365 configuration and changes
Base understanding of networking and troubleshooting
Basic knowledge of IP addresses, DNS and what makes an IT network
Understanding of printer errors, configurations, reinstalling drivers and changing options within Windows

Future Prospects

As well as the chance to receive full on the job training throughout, by the end of the apprenticeship you?ll have gained nationally accredited qualifications as well as English & maths Functional Skills Level 2.

The company are also offering a full, long term position of employment with them upon successful completion of the Level 3.