It Helpdesk Apprentice

Who you’ll be working for: 
Node4 Service Desk is an exciting and ambitious workplace environment as we continue to grow, develop and expand into new markets with our varied NODE4 products, services and new solutions. With our own UK data centres, national MPLS network and many strong USPs, our portfolio includes Managed Services, Colocation, Cloud, Connectivity and Unified Communication solutions. 
We are the people who love what we do. Fuelled by our passion for technology and what it can do to make businesses grow.

What’s in it for you: 
The IT Service Desk Apprentice role will sit in our Service Desk Team. Our Service Desk Team are the focal point of resolving all technical issues for Node4 Group clients. In the Service Desk Team we provide first class support to our customers ensuring they are leveraging the benefits of their technology investment.  

Our IT Service Desk is the first point of contact for our thriving range of products and customers. Our Service Desk Team strive for excellence by providing technical support including installation, troubleshooting, ticket logging and resolution where possible. We are on hand to ensure our customers are receiving the best possible care and that products and systems are performing. 

The Duties: 
You will be responsible for:

• Answering inbound calls, emails and web-chats
• Creating and assigning tickets based on priority to appropriate teams
• Fault diagnosis/resolution based on services and products
• AD account creations, password changes and folder permissions
• O365 administration / troubleshooting
• Citrix client environment troubleshooting
• Building and setting up internal and external hardware/software
• Contributing to internal processes, documentation and continuous business and service desk improvement
• Supporting our cloud, networks and unified comms teams to drive more fixes to resolution at first point of contact
• Working to achieve and exceed service and product related service level agreement

What we are looking for:
Essential skills / qualities:

• Excellent communication skills, both written and verbal
• Confidence to work and communicate across a variety of audiences in a professional manner
• Excellent time management skills and an ability to prioritize and multi-task
• Attention to detail and getting it right first time
• Being able to work as part of a team
• Pro-active and be willing to learn
• Analytical and customer focused approach
• Ability to work pro-actively and to tight deadlines
• Desire to work within and achieving in a performance driven environment
• Desire to work in a customer focused environment and a ITIL based environment

Entry requirements: 

• 3 GCSE's (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

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. 

For more information, please visit the UK ENIC website.

Salary:
Starting salary of £16,000. Following a 6 month performance review, if all targets have been achieved, your salary will go up to £18,000.
On completion of apprenticeship, your salary will be up to £21,600.

Working week:
37.5 per week, Monday - Friday, 9am – 5:30pm

Future prospects:
You will have the opportunity to move into a full time position on successful completion of the apprenticeship. 

Important information: 
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 
Apply now!