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IT Helpdesk Support Apprentice

Employer
QA Apprenticeships
Location
MK14 6LS, Milton Keynes
Salary
£12,000 - £14,000 per annum.
Closing date
6 Jul 2022

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Specialism
IT
Sector
Technology, Telecommunications
Role Type
Apprenticeship, Advanced
Start Date
July
Duration
12-18 months
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Job Details

Employer description:

Silverbug is an innovative, dynamic technology company serving an impressive array of industry leading customers. Privately owned and established in 2002, Silverbug has grown in reputation and influence in the Managed Service Provider space.

Silverbug is striving to new standards in the IT world and we believe this can only be accomplished with the right people. We value our employees by supporting career development and progression. Together we set the standard others follow.

As Microsoft Gold Partners, we work closely with Microsoft to ensure the highest quality deployments are delivered to our clients, whilst continually refreshing our skills to keep ahead of the curve.

Overview:

As a core member of the Service Desk team, you will aim to resolve support calls at your first point of contact from the Customer.

In all cases, you will see incidents you log through to resolution even when escalating calls to more senior technicians. This approach increases your exposure to different technologies used in the desktop environment and in turn increases your ability to progress your technical knowledge in this area.

Salary: £12,000 - £14,000 per annum.

As a Service Desk Analyst Apprentice at Silverbug, you will be passionate about our Customers and will work within our Business Excellence Framework. This includes resolving support calls within Service Level Agreements with the ultimate target of receiving consistently good Customer feedback.

A natural problem solver, you must be able to break incidents down to their component parts and identify how the issue has occurred and quickly determine its resolution.

Main responsibilities:

  • To provide Service Desk support to clients via telephone and email
  • Logging and updating all key information regarding the support call on the Company’s Incident Management Application
  • Resolving the support call in a quick and efficient manner, paying particular attention to Company SLA’s
  • Creation of support documentation.
  • Liaison third parties and customers to ensure that agreed service levels are met.
  • To escalate calls where necessary to Second Line
  • To keep up to date with appropriate technologies as used by the Company and its Clients from time to time
  • To familiarise yourself with all key Company systems
  • To show a genuine desire to continually improve your technical knowledge and ability through self-study and in conjunction with the Company’s offer of training
  • Handle technical support issues via incident management escalations

As an employee of Silverbug you are expected to be aware of our information security processes and procedure’s ensuring that these are adhered to in line with ISO27001 at all times. 

Desired skills and Personal qualities:

  • Confident when dealing with client requests
  • Clear and effective communicator
  • Projects a positive, friendly and professional image in person and on the phone
  • Demonstrates a passion for customer service
  • Desire to study for technical qualifications
  • Reliable and flexible
  • Good team player 

Entry requirements: 

The entry requirements for this Azure Cloud Support Specialist programme are as follows: 

  • 3 GCSE’s (or equivalent) at grades 4+ (A-C) in any subject 
  • GCSE Maths and English (or equivalents) at grades 3+ (D or above) 
  • Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject 

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme. 

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

Find out more here: 

https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx

Future prospects:

Potential to gain a full-time opportunity, if you successful complete the apprenticeship programme.

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

Company

QA Apprenticeships is the first Ofsted 'Outstanding' rated IT apprenticeships provider, as well as 3-time consecutive winner of Apprenticeship Programme of the Year (2012, 2013 and 2014). According to Ofsted, we deliver "world-class" apprenticeship programmes with "exceptionally well qualified" staff. Most of our apprentices "deliver a high standard of work for their employers and exceed expectations, often finding better ways of working and reducing costs".

Why choose QA Apprenticeships?

  • The first IT apprenticeships business rated Ofsted Outstanding
  • 100% of QA apprentices have jobs from day one of their 12–14 month apprenticeship programmes
  • 94% of QA apprentices secure permanent employment after completing; this is 20% higher than the national average (National Apprenticeship Service 2012)
  • We have won the coveted Apprenticeship Programme of the Year award for three consecutive years at The Learning Awards 2012, 2013 & 2014
  • Leading apprenticeship partner for Microsoft, Oracle, HPE, Cisco and Association of Project Management

 

Find Us
Website
Telephone
01753898736
Location
Rath House 55-65 Uxbridge Road
Slough
Berkshire
SL1 1SG
GB
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