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Job Title : First Line Service Desk Analyst Apprentice
Employer : Total IT Technology Solutions
Location : Kempston, Bedfordshire, MK42 7PN
Position Type : Apprenticeship
Apprenticeship : Advanced Level Apprenticeship
Sector : IT
Vacancy Reference : VAC-04416
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!


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).
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

Positions Available : 2
Working Week : Monday to Friday: 8:30am - 5:00pm
Salary : £200.00 Per Week
Application Deadline Date : 10/02/2020
Possible Start Date : 14/02/2020
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.
Training to be Provided : The Infrastructure Technician Apprenticeship will enable you to gain the relevant knowledge, skills and behaviours to provide first or second line support to internal and external customers and stakeholders to help them be productive when using technology. By the end of the programme, you will be able to set people up on their IT systems and provide support when needed, rectifying issues to maintain colleagues’ and the organisation’s productivity. Job roles include helpdesk technician, first or second line IT support roles or Network support roles. As a result, you will receive the following qualification: Infrastructure Technician (Standard) Level 3 Functional Skills in English and maths (if required)MTA Network Fundamentals/CompTIA A+/ CompTIA Network+ professional qualification (Choose one option)
Things to consider : Company benefits:

28 Days annual leave plus 1 day, 2 weeks either side of your Birthday
Great working environment with friendly team
Contributory pension scheme up to 2%
Employee share ownership scheme – Rewarding long standing employees
Cycle2Work Scheme
Receive up to 10 days of relevant training per year
A tailored professional and personal development plan
High performance computers for all employees
Employee perks – Access to discounts across retailers, cinema, select restaurants. We see this as helping you make more out of your time away from work
Work in a modern environment, we have break out areas, projector walls, Xbox for those quiet times and plenty of off street parking.
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