IT Support Technician Apprentice

About Northrop Grumman:Northrop Grumman is a leading American aerospace and defence technology company that designs and builds advanced systems for air space land sea and cyberspace. Its work spans stealth bombers autonomous aircraft satellites missile defence and cybersecurity solutionssupporting U.S. and allied defence operations worldwide.About the role:You will be working with the UK Service Desk supporting the end to end management of incidents and service requests reported by our users and achieving first time fix where possible. This will involve escalating and liaising with other business units in order to resolve issues within the defined SLA acting as a central point of contact between our users and IT Services the management of incidents and service requests receiving and recording all calls from our users within our ticket management tool providing initial assessment of all tickets attempting first time resolution and/or escalation monitoring and escalating tickets according to our SLAsand keeping users informed on status and progress of their tickets.This is an Azure Cloud Support Level 3 Apprenticeship whereby the successful candidate will complete up to 13 months practical work and 4 month end point assessment qualifications you will earn include Information Communication Technician Level 3 Apprenticeship Microsoft Azure Fundamentals (AZ-900) and Microsoft 365 Fundamentals (MS-900).Responsibilities:Monitor the service desk mailbox and unassigned queue when assigned the task to ensure that emails and requests are actioned and responded to in a timely manner and adhere to any SLAs setCall/chat handling for all inbound customer contact to support new and existing ticket requestsAssist in creating new or updating existing documentationLog all tickets and service requests reported via telephone chat email or automatically generatedTake ownership of specific tickets ensuring that they are monitored tracked and updated accurately and concisely throughout their lifecycleCarry out initial support and classification of tickets and service requests to determine the correct SLA / urgencyEnsure that all telephone chat and email requests are logged within the ticket management toolComplete investigation and diagnosis via the remote management tools available or via communication with the end userResolve tickets by implementing permanent fixes or work around to known errorsResolve service requests by following standard work instructions / processesInvoke appropriate technical escalation to ensure SLA is achievedProvide a single point of contact to the user for tickets ensuring regular status updates are communicated to the customerIdentify and report any potential service breach to the Service Desk ManagementRequired skills:Must be customer focusedAnalytical approach with good questioning & listening skillsGood verbal and written communication skillsConfident and self-motivated with a positive can do attitudeHands-on team playerGood working knowledge of Microsoft office applications (Outlook Excel Word)Good working knowledge of Windows operating systemsBasic understanding of network infrastructure and system componentsAble to use own initiative to troubleshoot and find solutions to technical issuesDriving licence and own vehicle (suggested due to office location)Entry requirements:3 GCSEs (or equivalent) at grades 4 (A-C) in any subjectGCSE 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 subjectYou may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the 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 hours: 8:30am 5pm. Cheltenham based with occasional travel to London and ManchesterBenefits:Flexible compressed and hybrid working arrangementsCompetitive salaryPensionAnnual holiday allowance is 25 days plus bank holidays and additional paid leave is available for Carers and ReservistsLife assuranceOnline benefits platformA range of health benefitsA range of financial benefitsEmployee assistance programmeFamily friendly policiesTravel benefits including car scheme and Cycle To WorkProfessional developmentOnline learningFuture prospects:90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.About QA:Our apprenticeships are the perfect way to gain new skills earn while you learn and launch yourself into an exciting future. With over 50000 successful apprenticeship graduates were a top 50 training provider dedicated to helping you succeed.Interested Apply nowPlease be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible. Required Experience:IC Key Skills Change Management,API,ABAP,Facility Management,Games,Claims Employment Type : Trainee Experience: years Vacancy: 1