Apprentice Service Desk Analyst

Recruiter
Anonymous
Location
Birmingham
Salary
Competitive
Posted
04 Jan 2019
Closes
01 Feb 2019
Specialism
IT
Start Date
Immediate
Duration
Permanent
An Apprentice Service Desk Analyst is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Apprentice Service Desk Analyst answers incoming calls, tracks all information in a call logging system, uses documentation along with their expertise to resolve tier 1 requests in a timely fashion.

The Apprentice Service Desk Analyst escalates unresolved problem/issues/requests to the 2nd line support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

Providing support from 6am - 8pm Sunday to Friday and 6am - 5:30pm Saturday.

Main Duties

* To answer calls coming into the Group IT Service desk.

* Respond to tickets logged via portal and email.

* To quickly and efficiently deal with users' issues and resolve their tickets

* To attend calls with 3 rd party suppliers to discuss open tickets

* To escalate anything unresolved to 2 nd Line or third parties

* To handle escalations to the desk by raising with management

* Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined call logging software.

* Become familiar with helpdesk policies and services

* Become familiar with the Systems, Network, Database, Desktop Engineers. programmers, developers, and each team in the IT Department

Desired skills

* Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others, ability to work under pressure, maintaining accuracy whilst achieving timescales

* Excellent inter-personal and communication skills - both oral and written with a strong customer service and team motivation focus

* High level of accuracy and attention to detail

* Ensuring processes are followed but able and willing to go the extra mile to make things happen fast when appropriate

* Excellent oral and written communication skills.

* Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.

* Ability to work with or without direct supervision.

Personal qualities

We are looking for a confident individual who:

* Capable of working on their own initiative

* Ability to prioritise tasks

* Able to work well in a team environment

* Professional

* Personable

Training to be provided

* Level 3 Infrastructure Technician Apprentice qualification together with on site training by the employer.

* For those starting at Advanced (Level 3), the expected duration would be 15 months. There is an opportunity to progress on to the Higher Apprenticeship (Level 4) and ultimately on to a Degree Apprenticeship.

Knowledge Modules include:

* KM1 Networking and Architecture

* KM2 Mobile and Operating Systems

* KM3 Cloud Services

* KM4 Coding and Logic

* KM5 Business Process

* MTA Networking

* CompTIA A

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