IT Service Desk Apprentice

**Employer description**:
Restore provides mission critical services enabling organisations to protect, manage and utilise their valuable data, information and assets. The Group has five businesses organised across two divisions: Digital & Information Management and Secure LifecycleServices.

Restore enables organisations to focus on their core business, trusting the Group to manage their critical data, information and projects securely and efficiently. Our scale, expertise and strong values make us a highly trusted partner to both public andprivate sectors.

**Overview**:
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.

**Main purpose of role**:
The Apprentice IT Service Desk Analyst will work towards providing assistance to users byinvestigating and resolving IT issues and will; assist in the delivery of an effective IT support service to both internal and external customers.

From month 6, we expect the IT Apprentice to work on minor IT-related queries, incidents, and service requests for internal and external customers, providing advice, and technical support and logging all interactions onto the IT Service Management (ITSM)tool, escalating incidents where appropriate.

You will also be exposed, developed, and expected throughout your apprenticeships to complete a range of administration duties within the role.

**Key tasks**:

- Work as part of a team to resolve IT user issues
- Work with other members of the team to develop and build relevant skill
- Learn to use the ITSM tool and help keep system status and content up-to-date

Learn how to investigate and resolve problems for Users and systems including:

- End user equipment
- Printers
- Basic Networking
- O365
- Help maintain Active Directory, E-mail Users, and Group Policy to ensure user information is optimal and Security policies are applied
- Participate and manage office moves, adds, and changes to facilitate a seamless transition
- Assist in managing Anti-virus monitoring and escalate any issues identified
- Escalate difficult or high-impact problems to your manager, keeping them advised as the situation changes
- Adhere to IT Policy
- Support with asset tracking to ensure an up-to-date view of Stadium IT assets is always available
- Maintaining documentation such as installation guides and FAQ’s
- Facilitate teamwork by documenting and sharing work practices

**Compliance responsibilities:**

Completion of all mandatory ISO management systems and BS 10008-awareness training is required to be completed on annual basis.

**What we are looking for**:
**Skills, knowledge and experience required**:
**Essential**:

- Interest and capability in PC’s and IT
- Working within a team
- Able to produce clear and concise documentation
- Strong communications skills

**Desirable**:

- An understanding of Wi-Fi networks
- Using a Service Desk system
- Operation and support of Windows desktops Windows 10 and MS Office
- Some exposure to installing and administration of Office 2010 O365 including Outlook
- Some knowledge of Active Directory, including the creation and modification of users,
- security groups, contacts, and distribution groups

**Personal attributes**:

- Positive attitude and thinker
- Self-motivated with the ability to work under pressure
- Excellent communication skills
- Confidence and committed
- Respect for others
- Integrity & Trust
- Passion for customers
- Drive for results
- Analytical thinking

**Entry behavioural indicators**:

- Resilience
- Working as part of a Team
- Focused on Personal Development
- Communication

**Entry requirements**:
The entry requirements for this Azure Cloud Support Specialist programme are as follows:

- GCSE Maths and English (or equivalents) at grades 3+ (D or above)

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.

**Find out more here:**

**Future prospects**:
92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

**Important Information**:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.