Apprentice IT Support Analyst Level 4

Midas Group Ltd
Silverhills Road, Newton Abbot, TQ12 5ND
£180.00 - £290.00 per week
09 Sep 2019
23 Sep 2019
Role Type
Apprenticeship, Higher
Start Date
  • Support the helpdesk through accurate recording of initial support requests (via telephone and email) and dealing with requests in a courteous, customer focus manner
  • Ensure all support requests are dealt with and recorded appropriately (using the Support Works Helpdesk system) and in accordance with agreed policies, procedures and SLA's
  • Escalate problems (when required) to the appropriately experienced member of the team
  • Build rapport and elicit problem details from service desk customers
  • Work towards developing knowledge and skills of software and hardware used and supported by Midas
  • Develop 1st line resolution skills to handle, manage and close support requests in line with best practice and internal policies, procedures and SLA's
  • Conduct preventative maintenance tasks such as the checking and cleaning of workstations, printers, and peripherals
  • Conduct post-resolution follow-ups to help requests
  • Develop IT Support Desk help materials for end users
  • Prepare the IT department mail and organize courier transportation of hardware deliveries on a daily basis
  • Provide additional support to the IT team as required
  • Develop an understanding of organisation goals, vision and individual (as well as team) contribution to this

Requirements and prospects

Desired skills

  • Good IT software skills (including Microsoft Office Word, Excel and Outlook)
  • Knowledge of basic computer hardware, including PC's, laptops, printers, scanners and digital photocopiers
  • Good Communication and organisational skills

Personal qualities

  • The ideal candidate will have a professional attitude and good communication skills (both written and verbal)
  • We are looking for someone who is confident; works well in a team and can demonstrate good organisational skills with the ability to work within a high-pressured environment

Desired qualifications

A level 3 apprenticeship in Computing or an A Level in Computing.

Future prospects

Possible progression to a higher-level apprenticeship.

Things to consider

£4 - £6 p/hr depending on experience and progression.

The Apprenticeship National Minimum Wage guide (ANMW):

Will require own transport to and from place of work and college.

More searches like this