Apprentice IT Support Analyst

Midas Group Ltd
Newton Abbot
£160.00 - £240.00 per week
12 Jun 2017
10 Jul 2017
Role Type
Start Date
The IT Analysts provide a first response to troubleshoot IT support queries and ensuring that users systems are operational for business tasks. This includes receiving, prioritizing, documenting and actively resolving user support requests.


  1. Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  2. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue on the Support Works helpdesk system.
  3. Build rapport and elicit problem details from service desk customers.
  4. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced member of the team.
  5. Record, track, and document the support request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  6. Apply diagnostic utilities to aid in troubleshooting.
  7. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  8. Identify and learn appropriate software and hardware used and supported by the organization.
  9. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  10. Install and maintain anti-virus software.
  11. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  12. Test fixes to ensure problem has been adequately resolved.
  13. Perform post-resolution follow-ups to help requests.
  14. Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  15. Develop help sheets and frequently asked questions lists for end users.
  16. Identify when end user training is required.
  17. Manage requests for new hardware, installing equipment when necessary and ensuring that it is delivered on time keeping users informed.
  18. Be willing to attend construction sites/offices to provide face to face user support in IT clinics.


  • Knowledge of basic computer hardware, including PC's, Laptops, Printers, Scanners, digital photocopiers
  • Experience with desktop and server operating systems, including Windows 7/10 and server 2008/2012, and Office 2010/2013
  • Working knowledge of Citrix Xenapp and virtualization technologies
  • Strong Knowledge of networking and TCPIP protocol
  • Application support experience using remote control and help desk support software
  • Working knowledge of a range of diagnostic utilities
  • Good understanding of the organization's goals and objectives
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Ability to conduct research into a wide range of computing issues as required
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Working in a team-oriented, collaborative environment
Requirements and prospects Desired skills
  • An active interest in Desktop Operating systems, servers and Office applications
Personal qualities
  • Focus on high customer satisfaction
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language
  • Highly self motivated and directed
  • Keen attention to detail
Qualifications required
  • GCSE (or equivalent) Mathematics and English at grade C or above
  • 300 UCAS points from, for example, at least 2 A Levels or a QCF BTEC Extended Diploma
  • A professional discussion with the program team at South Devon College will also need to be undertaken, prior to acceptance on to the course
Future prospects Progression through Service Desk team / responsibilities. Increased skillset across a wide range of IT systems and technologies. Our last apprentice gained full-time employment with us.

Things to consider Working Conditions: • Sitting for extended periods of time • Dexterity to operate a computer keyboard, mouse, power tools, and to handle other computer components • Lifting and transporting of moderately heavy objects, such as computers and peripherals • Some travel to remote sites - including construction sites