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IT Service Desk Analyst Apprentice

Employer
QA Apprenticeships
Location
St Andrews, Fife
Salary
£11,904.80 per annum
Closing date
30 Jun 2023

View more

Specialism
IT
Sector
Public Sector / Government, Unspecified
Role Type
Apprenticeship
Start Date
Immediate
Duration
Permanent

Job Details

Employer Description:

St Andrews University are proud to be one of Scotland’s top Universities, understanding the importance of education and development of young people they have been hiring apprentices since 2012. Providing a supportive learning environment, this organisation has hired over 33 apprentices to date. 

Additional Information & Benefits:

  • Salary - £11,904.80 per annum
  • Working hours - Monday - Friday, 36.25 hours
  • Benefits:The opportunity to work for an organisation passionate about developing young people
  • Salary increasing to £14,881 in year 2

Interested? Apply Today!

Vacancy Description:

Through a period of apprenticeship and training, learn & develop the necessary skills, expertise and experience to provide assistance to the members of the IT Service Desk and ultimately be able to fully perform the role of IT Service Desk Analyst.

Under the supervision and direction of the IT Service Desk Supervisor and other members of the IT Service Desk team, develop a full understanding and an ability to perform the key tasks and responsibilities of an IT Service Desk Analyst by:

  • Working with others, develop skills to provide the customer interface to IT Services via counter services, telephone and electronic communications. Contribute to handling incidents, problem records and service requests; proactively seek resolutions for customers; deal with issues and complaints in a professional and calm manner.
  • Learning how to provide first line technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control of desktops.
  • Developing an understanding of how to delegate incident/service requests which cannot be resolved at first point of contact to the appropriate group, retaining ownership through to resolution.
  • Communicating with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Contributing to user support for core University hardware and software.
  • Endeavouring to pursue continuous service improvement culture, contribute to, maintain and update procedures.
  • Maintaining accurate records and reporting information on the level of faults and requests by logging all relevant incident/service request details and allocating categorization and prioritisation codes.
  • Understanding how and when to escalate to the appropriate manager any incidents that require reporting for further escalation.
  • Assisting others to provide staff and students with support for connecting their personal computers to the University network.
    Contributing to effective communication with all staff and students in the resolution of faults and requests.
  • Assisting others to define and maintain knowledge data by amending and creating documents under the approval of the IT Service Desk Supervisor.
    Endeavouring to keep abreast of current and emerging hardware and software technologies.
  • Assisting others to provide cover and technical support in other areas of IT support as required.
  • Assisting in the conducting of customer/user satisfaction call-backs/surveys as part of the closure process applied to IT Service Desk calls.
  • Maintaining a personal development programme as agreed with line manager.

Desirable Skills:

  • Good communication skills
  • Understand and know how to deliver a good customer service
  • An interest and enthusiasm for IT

Important Information:

“QA’s apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce.”

For more information about QA Apprenticeships, please visit our website. 

Note: This advert may close early if a suitable candidate is found before the advertised close date is reached.

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

 

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

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