IT Service Apprentice

03 Jan 2019
31 Jan 2019
Start Date
MWUK clothes over 13% of the UK working population which makes us number one in our market. Trading as Dimensions, Alexandra and Yaffy we work with many of the UK's largest organisations to design and deliver their uniforms.

IT is critical to everything we do and we aim to provide a high quality, responsive service to our internal customers.

This IT Service Apprenticeship will see you join a small part of a friendly team providing first point of contact IT support, taking calls from internal IT and external customers. In this role you will provide first line technical support where appropriate and accurately assign calls to resolving groups and 3rd parties as required. This activity will form the groundwork to your apprenticeship and wider development within your IT career.

We are looking for someone who can grow and develop through their apprenticeship with the possibility of securing a permanent role with the company on completion.

What we'll offer you:

We take your development seriously, and we want you to get the best from your apprenticeship at MWUK. This is why we will integrate you into our business to generate a well-rounded understanding of practices, customers, operational needs and the importance of service.

Upon commencing your apprenticeship you'll be allocated a Buddy. This Buddy will provide guidance and assistance to you throughout your apprenticeship. This will be crucial when you are working towards assessments and commencing placement project work.

Earn money and learn - we know that you've heard it all before. This opportunity will immerse you into the working world, providing the experience employers require to be successful in substantial roles whilst also earning a wage and gaining qualifications.

You'll not only be trained according to your apprenticeship, you will also have access to our e-learning resources and internal training tools.

By the end of your IT Apprenticeship, you will be able to:

* Ensure that all service desk contact is progressed within predefined timescales, from all channels including phone, walk-ins, email and self service portal.

* Provide a first class customer experience; taking ownership of tickets raised and provide updates as requested.

* Ensure that all incidents and service requests are logged and assigned correctly

* Liaise with Internal IT and 3rd Party providers to ensure effective end-to-end processes and relationships are maintained.

* Ensure that incidents and service requests are resolved in line with the agreed service level agreements.

* Follow an IT Asset Management cycle.

* Provide basic fault finding, diagnostics or resolution using appropriate support tools; obtain appropriate levels of detail for escalation onto resolver groups as required.

* Understand security, access and information governance policies.

* IT support for a multi-sited Organisation.

Your Programme:

Stage One

Commence apprenticeship programme

Get to know the Company

Get to know IT

Learn the call taking procedures
1 months

Stage Two - Service

Learn about KPIs

Learn about IT Service Standards

Learn about IT Service escalation routes

Start taking calls
3 months

Stage Three - Project 1

Commence work on a Software Development Project

Present your results / findings
*throughout this project you'll be based in the Service Team
3 months

Stage Four - Project 2

Commence work on an Infrastructure Project

Present your results / findings
*throughout this project you'll be based in the Service Team
3 months

Your Studies:

You will enrol onto the Level 2 Intermediate IT Apprenticeship at Loughborough College, more information can be found on their website.
This is a day-release course which will be studied for around 1 year.

What we need from you:

There's no doubt about it, apprenticeships are extremely rewarding, but hard work. You need to be prepared to work hard and reap the benefits of this fantastic opportunity.

Successful Candidates need to achieve the following:
IT GCSE - Grade 4 or higher
Maths, English & Science - Grade 4 or higher

You'll also need to show us that you are / have:

* Good communication skills

* Ability to enquire and interact with customers

* Keen to problem solve

* Prepared to be trained on the physical tasks behind managing assets

* Logical and organised

* IT literate

* Ability to manage tasks through to completion

* Excellent time-keeping and punctuality

* Enthusiasm and positive commitment in your approach to work

* Strong team working ethic

Think you have what it takes to start your career at MWUK? Please apply for this position, uploading a CV if you have one. We will send you an application form for you to complete and return to us, providing expected grade evidence and any supporting documentation

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