Apprentice Helpdesk Analyst

16000.00 - 18000.00 GBP Annual + GBP16000 - GBP18000/annum
13 May 2019
10 Jun 2019
Start Date
ROLE Title: Apprentice Helpdesk Analyst

Location: Slough

This role is suitable for apprentice applicants with good IT skills but with no commercial experience - you will be placed on a full apprentice course to supplement your learning.


Reporting into the Professional Services Manager the helpdesk analyst will be responsible for supporting the client base in its use of all supported applications.

These will include the IBM Cognos Business Analytics suite of products.

Inclusive of that will be support and application knowledge of the IBM Cognos Enterprise Planning, Cognos Analytics, TM1 and IBM Planning Analytics applications.

This role is suited to a candidate with a passion for IT. Must be analytical in their approach to problem solving and must be able to work as part of a high performing and fast moving team.


?? Field incoming problem tickets from end users to resolve application and software issues

?? Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.

?? Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

?? Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

Measures of success

Success can be measured in line with the SLAs provided by the Logicalis helpdesk. These include but are not limited to:

?? Response times

?? Standard of communication

?? Escalating and prioritise issues

Connecting with others

The successful candidate will be working as part of the II helpdesk team reporting to the professional services manager.

The analyst will be in regular contact with application consultants, supporting them on and off site with technical queries as well as gaining support from the consultants for more complex support queries.

The analyst will also communicate with the account managers in order to keep them informed of any issues relating to their client base.


• Able to work to tight deadlines

• Sets a high standard of customer support

• Personable with good sense of humour

• Professional and diligent

• Can do attitude

• Pro active


?? Technical knowledge - experience of working with or supporting a Cognos Business Analytics/information management product, ideally TM1 or the BI Suite of Studios.

?? Understanding of Microsoft operating system environment, SQL server and databases and data warehousing concepts.



• Excellent Team Player

• Well organised and methodical

• Excellent communicator at all levels (verbal/written)

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