IT Service Desk Apprentice

3 weeks ago

London, United Kingdom QA Apprenticeships Full time

**Employer description**:
Based in London and Manchester, Keybridge IT supplies IT support and services to over 2,500 users throughout the UK, Europe, Asia and the US.

We ensure that costs are kept low, whilst maintaining an exceptionally high level of service with a personal touch.

As a certified Microsoft Partner, we have a close working relationship with Microsoft, which gives us access to support that end users don't have. We also have a range of partners in hosted cloud solutions, internet connectivity and VoIP solutions..

We're large enough to support you 24/7, if you need it, but small enough for everyone in our friendly, experienced team to really care about all clients. We become your 'IT Department' and will work with you as a partner.

**Overview**:
You will have the opportunity to gain valuable skills, knowledge and experience as you complete a Level 3 IT Cloud Network Specialist Apprenticeship.

This is a Junior Service Desk Engineer Role, where you will be reporting to the Service Desk Manager.

**Duties**:

- Responsible for managing a queue of tickets under their assignment
- Ensuring that all tickets assigned to them are updated and dealt with accordingly
- Answer calls and log helpdesk tickets and ensure that all procedures and policies are carried out correctly
- Report any issues that occur with the Services Desk Manager so they can be dealt with accordingly
- Ensure that all calls to the helpdesk are logged and responded to within pre-set service levels

**What we are looking for**:
**Desirable experience and skills**:

- Basic knowledge of answering calls
- Basic knowledge working for an MSP or similar environment
- Basic knowledge of logging customer issues
- Basic knowledge of working for a Managed Service Provider or similar environment
- Basic knowledge of a customer focused role
- Knowledge of MS Windows Operating Systems All Versions
- Knowledge of Office 365 and associated Services
- Knowledge of MS Desktop Applications such as Outlook, Word and Excel
- Knowledge of major PC hardware components
- Must be able to communicate articulately, positively, and effectively
- Knowledge of networking concepts such as TCP/IP networking, wireless and security issues

**Personal qualities**:
The Junior Service Desk Engineer is not expected to start with great experience or technical knowledge, this should be gained during the first year in the role, however, there is an expectation that the Junior Engineer will contribute to the Service Desk Team and strive to deliver a quality service to our customers.

The Service Desk is the face of Keybridge, it is often the only contact with us a customer may have, and as such it is important to be always friendly helpful and positive. We need to ensure we are exceeding customer expectations and delivering a high-quality Service.

**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**:
**Future Prospects**

90% of QA Apprentices secure full-time employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programmes offer on-going development tracks.

Keybridge IT have taken on a number of IT apprentices in the past and those individuals have gone on to have very successful careers within the business. The progression pathway is very clear and will provide many opportunities.

**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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