IT Helpdesk Apprentice

7 days ago

Bristol, United Kingdom QA Ltd Full time

Employer description:iTeam provides high quality IT support and cyber security solutions to small and mid-sized organisations in Bristol, Bath and the South West. We’ve been providing business IT support for 20 years. We hold several industry recognised certifications and are a Cyber Essentials Certification Body. 

We use monitoring systems, helpdesk and remote support to look after business IT systems, and whilst we’ve always had security in mind, cyber security is now increasingly important to us and our clients.

Overview:We are now looking for an eager candidate to join us as an apprentice. 

You will have the opportunity to gain valuable skills, knowledge and experience as you complete an IT systems and networking - Azure Cloud Support Specialist - Level 3 Apprenticeship. 

Salary: £16,500 per annum.

Main role / Responsibilities [will include but not be limited to]: The ICT Technician Apprentice’s responsibilities whilst attached to the IT Helpdesk Team are: 

  • Act as first point of contact for incoming calls, messages and emails to the helpdesk for our clients who need technical assistance and ensure that the customer experience is excellent.
  • Communicate effectively with all levels of stakeholders, talking them through steps to take to resolve technical issues or set up systems, keeping them informed of progress and managing escalation and expectations.
  • Establish and diagnose ICT problems/faults using the relevant processes with the relevant tools and troubleshooting methodology.
  • Document ICT tasks as appropriate to ensure a clear audit trail and progression of issues and ensure that all iTeam internal systems (e.g. Autotask, Continuum, Invarosoft) are update correctly and fully maintaining high levels of data accuracy.
  • Onsite or remote implementation of new or upgraded SaaS Services.
  • Ensure that regular Cyber Security checks for clients are being carried out accurately and diligently.

What we are looking for: Desirable skills:

  • Communication – Good phone skills - Please do not be afraid of using the phone and speaking to anyone no matter their role or job title – we regularly speak to Managing Directors as well regular staff. All are happy to speak to us when they need assistance with IT Don’t worry if you don’t think you can do this – we will give you plenty of help and with experience you will soon get the hang of it.
  • Communication – Good written English – You will need to be able to update tickets with clear and accurate records of your actions for everyone to be able to read and understand.
  • Customer services skills – Don't worry if you’ve never been on a helpdesk before as we have a good training programme for that, but some public-facing experience would be desirable.
  • Passion for IT – You must enjoy working with computers – not just browsing the web but perhaps you have set up your home wireless network and help your family with their IT problems.

Personal qualities:

  • You’ll need to work with the close-knit Helpdesk Team most of the time so being a team player is always an advantage.
  • As you progress you’ll be expected to take responsibility for your own tasks so being able to work on your own is also a good quality to have.
  • Be punctual, organised and consistent in everything you do. In a word – professional.
  • A2D – Attention to detail and are curious – You must have an interest in how computers and networks are configured, how the internet and software works. We really do not expect you to know all the answers, but do you at least have questions?

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 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. 

Working week: 8:30am to 5:30pm, Monday to Friday -- 40 hours a week. 

Company perks:

  • Lovely offices in the countryside
  • Friendly and supportive colleagues
  • Regular Friday pizza
  • You’ll also get iTeam polo shirts and hoodies

Future prospects:90% of QA Apprentices secure permanent employment after finishing their apprenticeship. 

We have some extremely good and valued staff who started with us as apprentices in various roles within iTeam. Other people have left us and have gone on to build exciting careers in IT with other organisations. The IT industry is broad and we’ll give you a great opportunity to get your foot on the ladder.

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

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