Service Desk Apprentice

Job Advert

Main Purpose of Role

You will act as a first line of contact within the business and provide IT maintenance and technical support to all levels of the company. Full training will be provided.

Location

Leicester

Role Description

• IT Support Technicians are responsible for setting up all hardware and ensuring said hardware is connected to the network, to include devices such as company laptops, tablets or mobile phones. It is the IT Support Technician’s responsibility to issue this equipment, as well as diagnose and repair any malfunctions.
• When something goes wrong, it is the IT Support Technicians who are the first line of defence. You are responsible for performing an initial diagnosis of the issue and documenting your findings. Then, you formulate and execute a strategy to fix the issue.
• Part of maintaining the health of a network involves keeping meticulous records on the age of each machine on the network and to whom it is allocated. Older hardware is more susceptible to issues and may need more-frequent maintenance. IT Support Technicians keep track of these records and perform these maintenance routines.
• This is the customer service portion of the job. IT Support Technicians are the “face” of the helpdesk and of IT. If someone from another department needs IT, it is IT Support Technicians who answer the call initially. This duty takes patience, good communication skills and demands a consistently high level of quality service provision.
• Some issues are more pressing than others. It is up to IT Support Technicians to prioritise issues based on severity and immediacy. Some problems you won’t have the expertise to solve and must either look to allocate to 2nd or 3rd line SME’s or escalate to the Service Operations Manager.
• Re-allocation of issues is an important element of the Support lifecycle, if done correctly and timely it helps to reduce the end to end fix time of the issue, thus providing a better experience for the initiator.

ADARE SEC SPIRIT – Our Organisational Values

These values are the guiding principles that shape the culture, behaviour, and decision-making processes within our organisation and demonstrate who we are

• We are Authentic: Operating authentically means we are honest with ourselves, our colleagues, and our clients; we are genuine, trustworthy, and support each other.
• We are Collaborative: Acting collaboratively means that we work together as one team to deliver for our business and our clients.
• We are Continuously Improving: We foster a culture of continuous improvement by embracing a learner mind-set which constantly pushes us to build on our successes.
• We are People Focused: We know that our people are our business. Being people focused means recognising the importance of every individual.
• We are Communicative: Communication is key within any team. By being communicative we can foster job satisfaction and wellbeing, drive innovation and strategy, and bolster brand messaging and client relationships.
• We are Quality: Quality is at the centre of everything we do. We blend experience and expertise to deliver excellence.
• We are Sustainable: Sustainability informs everything we do as a business. We are committed to reducing our impacts on the environment, working to enhance the communities in which we operate and ensuring we maintain an inclusive, supportive, safe and healthy workplace.
• We are Customer-First: In essence, all of our other values feed in to this one – we put the client front-and-centre of everything we do. Behaving with a customer-first approach means operating in a way that constantly improves outcomes for clients. It is a mind-set – an understanding that every action we take can directly impact client relationships. So let’s impact positively – every time.

Required Skills and Experience

• GCSE or equivalent in Maths and English
• Possess a knowledge of window based applications
• Strong interest in IT
• Willingness to learn
• Strong communicator