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Service Desk Apprentice

QA Ltd
WA1 1SL, Warrington
£15,000 per annum.
Closing date
22 Aug 2021

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Technology, Telecommunications
Role Type
Apprenticeship, Advanced
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Job Details

Employer description: 

PAM Group is a highly experienced occupational health and wellbeing services provider of Occupational Health, Rehabilitation, Wellbeing and Absence Management services in the UK; currently supporting more than 700,000 employees across more than 1,000 clients. 

Role overview:

The job holder will play a key role in ensuring that all service requests and incidents are handled professionally. They will represent IT to both internal staff and key 3rd party suppliers.  

Key responsibilities: 

  • Manage incident, problem, service request and change volumes for Service Desk requests
  • Providing 1stline support
  • Drive through resolutions and escalate to 3rdparty suppliers when necessary. 
  • Drive through resolutions to requests
  • Ensuring high system availability and customer satisfaction
  • Create and maintain knowledge base articles to share workarounds and document solutions for known issues. Document standard changes or standard operating procedures.
  • Manage resolution according to agreed SLAs and KPIs.
  • Working to ITIL aligned processes
  • Make suggestions to Service Desk Team Leader on improvements that could be made to the Service Desk team to improve the level of service offered.

Required skills and qualities:

  • Interest in a service desk/technical support role
  • The ability to work towards deadlines.
  • A precise and detail orientated approach
  • Strong problem-solving skills
  • Excellent interpersonal and communication skills both written and verbal
  • Self-motivation
  • Creative and innovative thought processes
  • A team player mentality with enthusiasm for building professional relationships.
  • A proactive attitude focused on building the confidence to challenge and input into business process improvements.
  • The willingness to learn. 

Entry requirements: 

You need to have 5 GCSE’s: 

  • Maths and English (or equivalents) at grades D or above 
  • 3x GCSE’s grade A-C in any other subject 

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship. 

Important Information: 

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. 

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years. 

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