IT Service Desk Analyst Apprentice

3 weeks ago

East Kilbride, United Kingdom QA Limited Full time

Salary:

£13,719.15 per annum in year 1, rising to £18,292 in year 2

Employer description:

St Andrews is a unique and captivating place, and the University is a key part of its charm. Seven centuries of history link the students with the town, leading to the ancient and yet modern institution apparent today.

Overview:

Through a period of apprenticeship and training, you will learn and develop the necessary skills, expertise and experience to provide assistance to the members of the IT Service Desk and ultimately be able to fully perform the role of IT Service Desk Analyst.

Responsibilities:

  • Working with others, develop skills to provide the customer interface to IT Services via counter services, telephone and electronic communications. Contribute to handling incidents, problem records and service requests; proactively seek resolutions for customers; deal with issues and complaints in a professional and calm manner.
  • Learning how to provide first line technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control of desktops.
  • Developing an understanding of how to delegate incident/service requests which cannot be resolved at first point of contact to the appropriate group, retaining ownership through to resolution.
  • Communicating with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Contributing to user support for core University hardware and software.
  • Endeavouring to pursue continuous service improvement culture, contribute to, maintain and update procedures.
  • Maintaining accurate records and reporting information on the level of faults and requests by logging all relevant incident/service request details and allocating categorization and prioritisation codes.
  • Understanding how and when to escalate to the appropriate manager any incidents that require reporting for further escalation.
  • Assisting others to provide staff and students with support for connecting their personal computers to the University network.
  • Contributing to effective communication with all staff and students in the resolution of faults and requests.
  • Assisting others to define and maintain knowledge data by amending and creating documents under the approval of the IT Service Desk Supervisor.
  • Endeavouring to keep abreast of current and emerging hardware and software technologies.
  • Assisting others to provide cover and technical support in other areas of IT support as required.

Desirable skills:

  • Good communication skills
  • Understand and know how to deliver a good customer service
  • An interest and enthusiasm for IT/AV

Working hours:

Monday to Friday, 8.45am - 5pm

Benefits:

  • Annual leave of 30 days plus 5 bank holidays
  • Staff discount scheme
  • Subsidised sports membership
  • Free staff parking
  • Range of family friendly policies

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Important information:

This vocational apprenticeship comprehensively supports your specific job role with this particular employer.  Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work.  They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6. 

If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW

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