IT Helpdesk Apprentice

From £7,020 to £10,920 per annum
15 Apr 2017
14 May 2017
Contract Type
Full Time
Are you interested in establishing a career in the fast paced, ever changing IT industry? If so, the below opportunity might be just what you are looking for! 

Job Description 
Intequal, in partnership with the Microsoft Apprenticeship Programme, are offering this exciting opportunity to embark on a career as an IT Helpdesk Apprentice. 
Throughout the duration of the apprenticeship, you will receive Microsoft training and accreditation through online learning and practical experience. These qualifications are highly respected and sought after and the skills, knowledge and experience you will gain whilst on the programme are invaluable, giving you the best possible chance at starting your professional career in the industry. 

Job Role 
The company require a proactive IT Technician with an aptitude for communication and interest in Microsoft infrastructure technologies such as Windows. 
Quickly assimilating new technologies, being able to apply what is learnt and showing a genuine enthusiasm for the technology are critical to this position’s success. 
This role will initially be involved in delivering a professional on-boarding and support service to customers and providing help and advice using the services. Within the technical team, you will work to respond effectively to service orders and service requests to meet SLAs and KPIs. You will do this by actively provisioning and managing new services onto the platform and supporting service requests to resolution, ensuring the accurate administration of information to deliver customer satisfaction. 
Primary accountabilities include order management, service requests, escalation management, customer experience, customer data input, communication, processes, knowledge sharing and time management. 

As a Microsoft IT Apprentice you will be required to: 
  • Learn how to support internal systems, including Active Directory and Exchange. 
  • Become a valued part of the IT Support team. 
  • Learn how to provide technical support to marketing channels and activities. 
  • Assist in customer projects and support activities as skills allow. 
  • Gain on the job experience and be able to utilize the skills you have gained over the duration of your apprenticeship. 
  • Help the existing staff, and the other sub-contractors we partner with, to deliver the IT Support services to our clients. 
  • Learn how to handle telephone support calls as well as incoming Helpdesk emails. 
  • Manage the Helpdesk system, ensuring all calls are handled within appropriate timescales. 
  • Work on resolving the first line support where capable, and work with more experienced staff to help resolve more complex issues. 
  • Help clients using (predominantly) Microsoft operating systems and applications, so a good understanding of these would be very useful. 
  • Update company systems. 
About the Company 
You will be working in a company that is a Microsoft Gold partner and specializes in the provision of Cloud solutions, leading the way in Europe with over 20 years’ experience. 

Qualifications & Skills Required 

    To be considered for this role, you must have at least a C grade in both GCSE Maths & English, and in three or four other subjects at least. A basic understanding of IT is essential. 
  • You will have excellent customer service and communication skills, putting the customer first and being eager to assist them.
  • You will be a team player, developing effective and supportive relationships with colleagues. 
  • You will be reliable and resilient. 
  • An interest in IT is mandatory! 
Training Provided 
You will be enrolled onto the award-winning Microsoft Partner Apprenticeship Programme. You will work towards gaining the Microsoft certifications MTA Cloud Fundamentals, MTA Network Fundamentals, ITIL Foundation and CompTIA A+. This apprenticeship is delivered remotely via a live virtual classroom using the very latest Microsoft technologies. These qualifications are globally recognized industry certifications and form the significant building block of IT knowledge for anybody looking to start a career in IT. 

Future Progression 
Opportunity for progression is demonstrated by approximately 80% of 3rd Line Support Engineers at the company having progressed from the Service and Support teams. Other opportunities in finance, sales and channel teams have also come from the Service and Support teams.
Important Information

Shift pattern – Day Shifts 8am-4.30pm, 9am-5.30pm, 10am-6.30pm & Twighlight Shift 4.30pm-12.30am

Wage - Months 1-8 £3.60 per hour; Months 9-12 £5.10 per hour; Months 12-16 £5.60 per hour (£7,020 - £10,920 per annum)

There is a twilight shift involved in this role, so own transport is required as the candidate will need to be able to get themselves home after midnight.