Apprentice Support Analyst - Software Developer Level 4

Recruiter
WYRE SOLUTIONS LIMITED
Location
Office 45 Anglo House Worcester Road, Stourport-on-Severn, DY13 9AW
Salary
£168.75 per week
Posted
15 Oct 2020
Closes
11 Dec 2020
Ref
VAC001659620
Specialism
IT
Sector
Technology
Role Type
Apprenticeship, Higher
Start Date
December
Duration
Permanent
Wyre Solutions are looking for a self-motivated individual who possesses a high level of passion for learning and challenges, and a desire to grow and develop themselves, always going the extra mile. Wyre are attracted to genuine individuals who are self-starters and are extremely motivated, with high energy levels, passion and drive with a positive attitude. The successful candidate will be eager to learn, develop and embrace new skill sets and techniques to assist the wider team and contribute to achieving our business goals.

KeyResponsibilities
  • Provide supportas part ofWyre Solutionsglobal Service Desk, in alignment with ITIL best practises for; Incident, Problem, Request and Change Management
  • 1st linetriage,1st and 2nd lineincidents and requestsresolutionraised by customersviaself-serviceportal,phone calland/oremail to ensurethey meet specified SLA's
  • Complete daily call management processes on all ITSM stacks allocated to the candidate for ownership
  • Ensure regularcommunicationis maintained with customersforprogression of their ticketsin a timely manner
  • Classification and prioritisation of calls in-line withITILIncident and requestprocesses to allow for trending and reporting to drive management information
  • Maintain an understanding of applicable technologiesusedbyWyre Solutionscustomer to contribute to a higher level offirst-timefix rates, continual service improvement
  • Proactivelycreate andupdate knowledge articlesto allowthe service desktodeliver a standardised and repeatable service to customers
  • Create training material which is end user friendly and conductcustomertraining sessions onsite or remotely for key applications
  • Provideapplicationrelease managementsupportin andout of hoursthrough patching and cloning exercises defined by customer maintenance windows
  • Create changemanagementdocumentationand attend customer Change Advisor Board(CAB)when requested,explain in detail what thechangeis,and will the impacts/risksbeofimplementation
  • Raise/querydatabase and application errors with 3rdparties using the tools specified on behalf of customers

In addition,all Wyre Solutions employees are expected to work within the terms of their contractof employment,policiesandproceduresalong with adhering to signed customerpolicesor procedures.

Requirements and prospects

Desired skills

  • Strong customer focus - committed to providing first-class customer service
  • Strong written and oral communication skills
  • Excellent writing and documentation skills
  • Have a passion for IT and emerging technologies
  • Problem-solving skills
  • Accuracy and attention to detail
  • Critical reasoning
  • Ability to work in a fast-paced environment and successfully handle multiple tasks simultaneously


Personal qualities

  • Ability to learn new skills
  • A positive team attitude, a sense of humor and a willingness to be flexible to accommodate a variety of tasks using a positive initiative
  • Ability to work as a member of a team and also on their own initiative
  • An organised work ethic taking ownership of issues to see them through to completion
  • Ability to meet deadlines and cope effectively under pressure, excellent time management and prioritisation skills
  • Flexibility to work occasional overtime or evenings when required


Desired qualifications

Minimum of 4xGCSE'S grace A-C/7-4 including English and maths.

Future prospects

Potential opportunity for a full-time role at the end of the Apprenticeship subject to business needs.

Things to consider

• Competitive perks and rewards • Monthly / Quarterly and Annual employee awards • Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). For more information please visit: https://www.gov.uk/national-minimum-wage-rates

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