Apprentice ICT Service Desk Analyst

5-6, Brook Business Park, Folly Brook Road, Bristol, BS16 7FL
£239.73 per week
29 Apr 2021
12 May 2021
Role Type
Apprenticeship, Degree
Start Date
Handle all telephone calls to the IT Helpdesk and emails to the IT Helpdesk mailbox.
  • Ensure that all policies and processes are adhered to when performing the role
  • Diagnose and resolve Incidents
  • Log all Incidents into the Hft IT Service Desk system
  • Escalate urgent Incidents and Security Incidents to relevant members of Hft IT
  • Inform users about the progress and completion of Incidents
  • Place and track purchase orders for IT Hardware
  • Ensure that asset changes are recorded in the asset register
  • Create new AD and system accounts
  • Ensure password resets are performed with security and confidentiality in mind

Requirements and prospects

Desired skills

  • LAN/WAN concepts
  • Understanding of essential PC Hardware and Software knowledge such as Microsoft Windows Operating Systems and Microsoft Office
  • Ability to work within a team and co-ordinate events
  • The ability to provide a high level of customer service either by direct contact or remotely (e.g. via telephone/remote desktop)
  • Excellent verbal and written communication

Personal qualities

  • Flexible, hard working to react to project deadlines and support requirements
  • Ability to acquire knowledge of new ICT systems very rapidly
  • Enthusiastic and self-motivated
  • Excellent organisational skills, with ability to plan and prioritise workloads and use own initiative
  • Committed to improvement and take personal responsibility for your own learning and development
  • Able to listen and follow direction
  • Good time keeping and flexible in your approach
  • Keen interest in technology, hardware and software developments
  • Willing to learn and be mentored
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
  • Respectful of confidential information

Desired qualifications

No qualifications required

Future prospects

The ICT Department at Hft are committed to the training and retention of team members, a high number of the team having worked on the ICT Service desk at Hft at some time in their Hft Career.

The ICT Department at Hft are split into 4 teams, and we will give you the chance to work with each of the different teams during the apprenticeship to allow you to see a wide range of systems, applications and methods of ICT.

Things to consider

At present there is no uniform, but we expect smart casual clothing when in the office, which at present is at a reduced amount but will be in the future will be a week at the office, a week working from Home.

We offer 20 days of leave, plus bank holidays in the first year, raising to 25 days after the first year.

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