IT Service Desk Apprentice

2 months ago

West Sussex, United Kingdom QA Apprenticeships Full time

**Employer description**:
Acora has 25 years’ experience of delivering a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy.

Acora is the UK’s number-one managed service provider also ranked in the top five globally.

**Our Vision**:
To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years.

**Our Values**:
At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.
- Be the best you can be
- We do what we say
- Together we win

**Overview**:
**Purpose of the Role**:
We are looking for an Service Desk Analyst Apprentice to join our Internal Group IT team in our Burgess Hill office. We are seeking ambitious hard-working team players to join our service operations team and build their careers with the business.
The Service Desk Analyst will work within the Group IT Service Desk Team providing 1st line software, hardware and network support to our customers.

**Salary**:
£14,000 - £15,000 per annum.

**Responsibilities**:

- You will support multiple clients responding to requests and solving problems impacting delivery of BAU IT services
- You will also identify and suggest improvements to processes and procedures used by the Service Desk to keep our Internal customers happy
- Providing top-quality 1st line support
- Taking ownership of incidents, requests and problems
- Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs and customer satisfaction
- Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
- Recording and maintaining the knowledge and known error database Managing incidents, requests and problems

**What we are looking for**:

- A passion for technology and a desire to build a career in IT managed services
- Good customer service, you must be patient, friendly and confident in your communication
- Previous experience within a Service Desk environment delivering remote support would be an advantage, but it is not necessary

**Competencies**:

- Excellent Customer Service skills
- Strong interpersonal and relationship building skills
- The ability to communicate effectively both verbally and in writing
- Demonstrative ‘Can do’ attitude
- Flexible, adaptable and supportive problem solver
- Good time management skills
- Team player, willing to help and support others
- Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment
- Excellent multi-tasking skills
- Understanding of Incident/Request management and ticket handling
- Experience of working to SLA’s and KPI measures
- Experience of using/contributing to a Knowledge base
- Understanding of ITIL is beneficial

**Entry requirements**:

- 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**:
**Why Acora?**

**Benefits**:

- A friendly and inclusive office environment - with free refreshments and snacks
- Great opportunities for career advancement, training and development via our Acora Career Framework, including LinkedIn Learning for all our employees
- Plenty of staff benefits including: 23 days annual leave, Private Medical Individual cover; an established pension plan; free eye tests, buy and sell holiday, birthday leave and much more
- Recently awarded ‘One to Watch’ accreditation by Sunday Times Best Companies to Work For

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

**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.

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