Service Desk Apprentice (Apprenticeship)

As Service Desk Analyst, your primary role will be to provide remote reactive technical support across our South West client base.
Working closely with other team members to respond to & resolve client IT issues via telephone & email. In addition, this role will also involve progressing and/or resolving pro-active issues from our automation tools. This role will be primarily based in our Head Office in Exeter. There may be occasional requirement to travel to client sites to provide emergency support and for training purposes.
The ideal candidate will have the ability to build excellent client relationships and communicate effectively with all client staff, regardless of role or technical knowledge.
List of duties:
1. Respond to & resolve client IT issues via telephone & email
2. Resolve support calls in first instance or liaise with 3rd party IT suppliers and internal colleagues.
3. Provide regular communications of ticket progress with end users
4. Liaise with and monitor 3rd party suppliers to ensure they are progressing our client’s issues efficiently.
5. Administration of user accounts & shares.
6. Monitor and maintain backup & security software.
7. Actively identify frequently logged support calls and make recommendations for IT service improvements or user training requirements.
8. Write workflows & technical guides to ensure knowledge is shared for repeating tickets, enabling other members of the team to resolve the same issues as quickly as possible – reducing reactive time per ticket.
9. Ensure technical documentation of clients are up to date with any new information gathered during reactive support
10. Ensure the Service Desk ticketing system is always up to date and accurate with notes of all communications – yours and others.
11. Promote the benefits of our standards and best practices to all clients.
12. Communicate technical information to non-technical users in plain English
13. Gain an understanding of our clients use of their line of business applications
Training
One day at Exeter College during term time working towards the Level 3 Information Communication Technician apprenticeship.
Qualifications required
GCSE 4/C (or equivalent qualification) in Maths & English
Skills required
Apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data
Communicate with all levels of stakeholders
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Prospects
Progression to technical alignment (on client site audit works)
or
Progression to Project specialist (on client site deployment of new solutions)
Progression to Centralised Services (internally based, platform and administration of changes to all supported clients)
Qualification / Standard : ST0973 Information communications technician
Duration 18 months