Apprentice IT Support Analyst

Firebrand Training Ltd
£10400 - £14000/annum
10 Jun 2017
10 Jul 2017
Contract Type
Full Time
Are you an aspiring IT guru looking to step up and take your career to the next level? As an Apprentice IT Support Analyst you will be working as part of the Operations department within the Support Operations function for Service Desk/1st Line Support.

You`ll be working in our client's IT department, reporting to their enthusiastic IT Director. This is a critical role responsible for being the first-line support for all employee IT requests. You`ll ensure their IT needs are met efficiently with a seamless customer experience through that channel as an Apprentice IT Support Analyst.

What you'll be doing as an Apprentice IT Support Analyst

The role will include but will not be limited to the following tasks:

- Taking First Line Support Calls from Customers and Partners
- Logging Issues and tracking Cases in (url removed) (CRM)
- Troubleshooting Issues raised by Customers
- Running reports to show case management performance
- Providing help and advice to customers using our organisation's technical and operational products or services.
- Investigating and solving problems, which may be complex or long-standing problems that have been passed on by other parties.
- Analysing statistics or other data to produce reports and Management Information.
- Producing written information for customers, often involving use of computer packages/software.
- Developing intellectual/technical capital for customers and internal use.
- Maintaining an excellent knowledge of the organisation's products and services to support all our customer needs and keeping up to date with changes.
- Keeping ahead of developments in technologies and customer service by reading relevant journals, going to meetings and attending courses.
- Supporting customers both in hours and out of hours (weekend) on a Rota basis.

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.

- Verbal and written communication skills are essential.
- You must be able to meet deadlines.
- Tech Savvy.
- Hungry with the right attitude and approach.
- Displays elements of maturity.
- Display a willingness to learn and grow within the company.
- Trustworthy.
- Responsible.
- `Hands on` individual.
- Pays close attention to detail.
- Exposure and competency in Microsoft applications.

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 12 month 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 may be offered a permanent contract ensuring you have further opportunities to continue growing within this exciting organisation