Service Desk Analyst Apprentice

Firebrand Training Ltd
£18980/annum 5% Company bonus based on company performance
17 Jul 2017
16 Aug 2017
Contract Type
Full Time
A fantastic opportunity for someone wishing to kick start their IT Career and progress with a dynamic company where staff have described it as "A brilliant place to work".

Who you`ll work for:

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Analyst is to provide IT support ranging from first line support through to more complex issues. The Analyst is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The Service Desk Team work in a dynamic, fast paced environment which provides support over the phone email and in person.

As a Service Desk Analyst Apprentice, your job includes:

- Providing effective IT support to the business
- Diagnosing and solving hardware/software faults
- Analysing call logs to spot trends and underlying issues.
- Act as a single point of contact for incidents and service requests
- Configuration, Deployment and Maintenance of IT equipment (mobile phones, laptops, desktops, cabling, office and factory printers etc.)
- Publish and update Service Desk documentation and processes
- Contractor Management of 3rd parties and associated health and safety
- Active Directory administration. Creating user accounts, reset passwords, create groups etc.
- Provide basic `in house` support and training for MS Office Suite; including New Starter IT familiarisation
- Administration of Unified Communications (MS Lync)
- Troubleshoot network issues
- Deliver the highest levels of customer satisfaction within agreed SLA`s and ensuring all other targets are met.
- To maintain a high degree of customer service for all support queries and adhere to service management principles (ITIL)
- To accurately record, update and document requests using the IT service desk system
- Ownership of support tickets through to closure
- Ensuring IT stock is well maintained

What experience and skills do I need?

You`ll need at least five GCSEs (or equivalent) at Grade C or above including Maths, English and either IT or Science.

Therefore, you`ll have the following skills:

- Basic Networking (includes switches, routers, firewalls, wireless access points)
- Virtualization technologies
- Windows OS platform 7/10
- MS Exchange 2010 Administration
- MS Server 2008r2 onwards
- Window Server 2008 Active Directory

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

- ITILv3
- Demonstrable experience of supporting IT Infrastructure
- Citrix Xenapp 6.5
- Backup Exec 2012
- Familiarity with MS Software Centre products (SCSM/SCCM/SCOM)

Your Accelerated training programme

Firebrand offers a unique Level 3 IT Apprenticeship scheme. We provide the fastest award-winning industry 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 training with partners like CompTIA, ITIL and Microsoft faster, giving you more time to put your new skills into practice within a professional working environment. When you complete your programme, you'll have enough industry-recognised qualifications for a great career in IT. You'll be registered by the British Computer Society (BCS) to 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 15 month apprenticeship scheme, upon completion you will be offered a permanent contract ensuring you have further opportunities to continue growing within this exciting organisation.

This company is an equal opportunities employer who values diversity. They do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status