EUC IT Apprentice

QA Ltd
United Kingdom
£16999 - £18000 per year
07 Oct 2017
08 Nov 2017
Contract Type
Full Time
Job Description Currently seeking an IT Level 3 apprentice, we are looking for someone who is ambitious and willing to learn new skills. The End User Computing Apprentice is a "front of house" service role providing 1st and 2nd level support for all IT to FSCS users, including desktops/laptops, smartphones, core office applications, printing, scanning and telephony. The role covers the Service Desk, at-desk user support, remote support and proactive advice and guidance, liaising with suppliers to resolve incidents, problems, service requests and changes. The customer base is a mixture of FSCS staff, contractors, consultants and partner staff. Duties/ Responsibilities Completing an IT Level 3 apprenticeship, you will be part of a busy team. Role Responsibilities/What I need to do Service Desk Responsibilities - Be the "front of house" representative for IT - Log tickets and requests logged via Support Works, email, telephone or "walk-ups" - Provide 1st line support across all IT services, categorising, prioritising and triaging service requests, incidents and changes - Fulfil, where possible, Incident & Service Requests raised with IT - Deliver an excellent customer service manner, to consistently and regularly provide updates to users in terms of their service request, incident and change progress - Keep other IT support engineers and users informed of progress against Incidents and Service Requests - End User Computing Responsibilities - Deliver 1st line support for End User Computing (e.g. Desktops, Laptops, Windows Applications, iPhones, MFD's, Scanners, Telephony) - Maintain and deploy all IT peripherals such as monitors, keyboards, mice and printer toners and ensure that they're working at the point of provision - Provide technical support and maintenance for Printers - Deliver 1st level support and administration for the Mitel Telephony solution - Ensure integrity and security of the FSCS end user computing estate, in-line with FSCS standards and policies - General - Undertake any other IT related duties as required in line with the business needs. - Key Process Outputs/What I will deliver - High quality customer service to internal business users and partners - Completed request, issue and change tickets within agreed SLAs Skills/ Technical Skills & Knowledge Desired: - Experience of using Microsoft OS (Win 7/Win10) - Experience of using Microsoft Office applications (2010 onwards) - General aptitude for grasping technology and resolving technical issues Functional Competencies - Willingness to record, capture and document all tasks and projects without exception through the appropriate IT process/procedure. - Good organisation skills with a logical, analytical approach to solving IT problems and the ability to prioritise work to meet demands and deadlines of both IT support and IT development - Ability to work on your own initiative whilst at the same time adhering to strict IT policies and procedures - Excellent customer facing skills, with a professional and helpful manner. - Drive to take all opportunities to build and expand own knowledge and skills - Logical approach to problem solving requirements Desired Qualifications Minimum of 5 GCSE Grades (C and above) including Maths and English Other information Working week - Monday to Friday (35 hours per week) Salary - £17,000-£18,000 per year Important Information "QA's apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce."
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