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Junior IT Service Desk Analyst Apprentice

QA Ltd
SP5 3RB, Salisbury
£9,600 per annum.
Closing date
26 Sep 2021

View more

Technology, Telecommunications
Role Type
Apprenticeship, Advanced
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Employer description:

Help for Heroes is one of the UK's most respected and widely known charities.

Due to ongoing growth, an exciting apprenticeship opportunity has arisen to join the organisation’s IT department in a primarily home-based role.

Would you like begin your career in the IT sector?

Job purpose:

This is a junior position within the Charity, and as such, learning and development are offered and an integral part of this role. You will be expected to travel and work from our office on a fortnightly basis.

Main Responsibilities:

  • Respond to user requests for service & support
  • 1st and 2nd Line following ITIL principles
  • Resolve IT Support requests
  • Keep stakeholders informed of the progress of incidents and requests by updating the Service Desk tool in a timely, accurate manner. Ensuring that others can interpret the data and allow communication of progress to the end user
  • Escalate advanced cases
  • Learn Help for Heroes IT infrastructure as well as knowledge of all the various departments.
  • To attend H4H sites to provide onsite support and project work as needed.

Key competencies & behaviours:

  • Excellent communication skills, both telephone-based and face-to-face.
  • Personable and diplomatic.
  • Self-motivation with a high degree of self-discipline and time management.
  • Trustworthy - dealing with confidential information.
  • Well organised.
  • Exercises attention to detail.
  • Ability to juggle priorities.
  • Comfortable dealing with all levels of staff up to and including Chief Executive Officer. 

Essential knowledge, skills & experience:

  • Good knowledge of Microsoft Windows 10 and Office 365
  • Knowledge of supporting, installing standard Microsoft Office
  • Experience of Microsoft Outlook and MS-Exchange
  • Some knowledge of PC related hardware with excellent PC and laptop troubleshooting skills would be advantageous
  • Experience using service desk call logging systems

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.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Find out more here:

Working week: 

35hrs a week.

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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