1st Line Technical Service Desk Analyst IT Apprentice
This company is an innovative outsourcing company with headquarters in the City with revenues of about £30 million. Currently experiencing record growth, they service both the private and public sector markets, key customers include; Notting Hill Housing Trust, Cazenove Capital Management, Royal Albert Hall, and Morgan Sindall.
The company is part of a Software Group, which has a turnover of £95 million and close to 8,000 group customers. The Software Group has over 2000 employees across the UK. As a key part of the group this comapony delivers cloud, outsourcing and application development services its customers as well as providing the platform for Advanced On-Demand, the group SaaS offering.
With an innovative approach to outsourcing this company prides itself on utilising the latest technologies and partners with the leading technology vendors to deliver customers exceptional service delivery. This was recognised by Microsoft who shortlisted as a finalist in Microsoft’s Partner Programme Awards 2011 in the ‘Server Platform Partner of the Year’ category. The company was shortlisted for this award in recognition of its outstanding achievements and technical expertise in developing its private cloud managed services, which are built on Microsoft’s server technology.
Job Specification Provide 1st line support primarily to high profile clients as part of the company's Service Desk team Ensure an exceptional level of customer service and satisfaction Troubleshoot and resolve front line issues and queries Effectively liaise with 2nd and 3rd line teams as well as 3rd parties to troubleshoot and resolve calls Ensure timely resolution of requests in line with a published Service Level Agreement (SLA) Escalation of requests/issues where necessary Promote the Service Desk in providing a one-stop service support solution Logging of incidents, service requests, changes and problem tickets in the Service Desk application (Remedy via phone and email) Updating tickets with appropriate level of information for 2nd/3rd line to resolve Plan, coordinate and support business processes, systems and end-users Handle phone-in and escalation of issues Provide 1st Line support and remote support to internal and external customers 1st Line Support on in-house applications via telephone and email Escalation to 2nd and 3rd Line Support and Third parties where necessary Creating/Updating training material, quick tip sheets, documentation Assist with knowledge transfer across the teams
A well organised, hard-working, pro-active team player Able to receive and work on constructive advice and feedback well Results driven, taking pride in achieving objectives Friendly, personable and approachable Confident and able to build internal relationships Looking for a challenging role in which they can develop personally and professionally in line with corporate objectives Able to work overtime if/when required Windows Desktop XP/7 Knowledge of active directory
England - You must have at least 5 G.C.S.E Grades (C and above) or equivalent, Maths and English is a must.
Training to be provided:
England - Systems & Networking Level 3 Apprenticeship - | 3 modules in Microsoft Technical Associate | City and Guilds certificate in IT Systems and Principles | City and Guilds Level 3 Diploma in IT Professional Competence
37.5 hours (Monday – Friday, 9 – 5:30)
About QA apprenticeships:
QA Apprenticeships is an Ofsted Outstanding provider of IT apprenticeships. 94% of QA Apprentices secure permanent employment after finishing their IT apprenticeship. Multi-award winning – Apprenticeship Programme of the Year 2012, 2013 & 2014, Microsoft UK Partner of the Year 2013 Special Commendation – and the first IT apprenticeships business rated Ofsted Outstanding in all areas.
94% of QA Apprentices secure permanent employment after finishing their IT apprenticeship. Additionally may be opportunities to undertake further learning such as Higher apprenticeships.
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