Service Desk Analyst Apprentice

QA Ltd
United Kingdom
£9989 per year
07 Oct 2017
31 Oct 2017
Contract Type
Full Time
Employer Description We are a leading software technology company with a big difference. It's not just what we do, but how we do it. We specialise in speech, task delegation, document creation and process improvement solutions that help our customers achieve more in less time. Our vision is to be the industry's preferred, most supportive and helpful technology partner. We aim to achieve this by harnessing our genuine enthusiasm and skill by helping busy people be more effective. Duties/ Responsibilities - Provide first level support through taking calls and responding to emails - Handle Incidents via the Incident Management Process - Handle Requests via the Request fulfilment process - Perform specified Administration tasks for Hosted customers - Diagnose and resolve software, hardware, network and server issues with the BigHand software range - Assist the Implementation team with BigHand software delivery, when necessary - Ensure own cases are handled and clients updated according to established SLAs and thresholds - Receive strong, positive customer feedback on a regular basis Although the majority of the role will be office based, on-site visits may be required on occasion. Desired Qualities - Study with a technical background - Knowledge of the following technologies is advantageous: Microsoft Server and Desktop Operating Systems, Networks and communication protocols, IIS, Active Directory, Citrix, Terminal Server, Virtualisation, MS SQL Server, Blackberry, Android, iPhone, Windows Mobile. - Is capable of hands on problem-solving, with the ability to generate ideas and solutions - Has good general knowledge of computer technologies, hardware and software - Keeps up to date with technology advancements, specifically with Microsoft desktop and server operating systems - Has a determined and dogged desire to hit targets - Has excellent organisational and time management skills, with the ability to cope with competing demands - Has the ability to remain calm under pressure Desired qualification 3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above Other information Working hours - Hours vary between 8:30am to 6:00pm, Monday to Friday, although demands of the job may extend these 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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