Apprentice IT Support Analyst

Firebrand Training Ltd
10 Jun 2017
10 Jul 2017
Contract Type
Full Time
Having secured an extensive O365 client base with large enterprise customers around the world, this employer is currently looking to expand their London based service desk with an Apprentice Service Desk Analyst.

This is a busy environment supporting in excess of 30,000 O365 users across a number of key customers, which is ideally suited for people wanting to progress from 1st line to enhancing 2nd line skillsets. You shall be responsible for incident and request (post initial ticket triage) management.

As a Apprentice Service Desk Analyst , your job includes:

- Learn and resolve incoming Service Desk incidents and requests (post customer service desk triage), assisting users and stakeholders in a courteous and professional manner.
- Following ticketing processes accurately with attention to detail. This information shall be used for extensive reporting and customer feedback.
- Working intricately with the customers` in-house service desk and providing training to common issue management.
- Being part for daily "stand-ups" to ensure communication and focus.
- Knowing when and how to pass on escalations.
- Learn to be technically competent when resolving O365 issues.
- Where appropriate, perform customer follow-ups to gather further information on Service Desk requests.

What experience and skills do I need?

You don`t need loads of professional experience in IT. However, you`ll need at least five GCSEs (or equivalent) at Grade C or above including Maths, English and IT / Science. The ideal candidate/s will have an awareness of O365, particularly around Mail, Skype for Business and SharePoint.

We`re looking for an IT-enthusiast with:

- Ability to adapt to constantly shifting priorities
- Ability to communicate well internally when escalating tasks and helping them to understand the business impact and urgency of an incident
- Must be able to learn, understand, and apply new technologies

You might also have (but don`t need):

- Knowledge of ITIL best practices.

Your Accelerated training programme

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 one-year 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.

Future career prospects

By working hard and demonstrating your ability, drive and commitment throughout your 12-18 month apprenticeship scheme, upon completion you will be offered a permanent contract ensuring you have further opportunities to continue growing within this exciting organisation