IT Service Desk Apprentice

4 weeks ago

Bradford, United Kingdom ESTIO TRAINING Full time

Posted 59 mins ago

**Accent Group**

**Level 3 Information Communication Technician**:
**Company**:Accent Group

**Full Address**:3rd Floor, Scorex House, 1 Bolton Road, Bradford, West Yorkshire, BD1 4AS

**Weekly Hours Worked**:35 hours per week, Monday to Friday (based on a rota covering 8:00am to 5:30pm)

**Salary**:£16,537 per annum

**About the company**:
We own almost 20,000 houses across the North, East and South of the country and they are homes to over 35,000 of our customers.

We’re not just a housing association, we actually exist to improve lives, providing people with high quality homes, affordably. Whatever their housing need, whether family, single, older or more vulnerable - our customers always come first. They are always at the very heart of our business, and we demonstrate this through our values.

**Brief job description**:
Estio Training have an exciting new opportunity for an IT Service Desk Apprentice with Accent, a Social Housing Company based in Bradford.

Accent Housing are looking to recruit a Service Delivery Apprentice to join the Service Desk Team, within the Digital Department. Supported by a team of experts, you’ll gain knowledge and experience in IT incident troubleshooting & resolution, IT asset management, Active Directory, Office365 account management and customer service.

You’ll also be studying towards a level 3 qualification alongside this role and will have a dedicated Assessor from the registered training provider. In addition to the Service Desk Team and other Accent colleagues, your Assessor will guide and support you through your qualification and you will spend 1 day of working week dedicated to working towards your qualification.

**Quality of Service**

Meet quality of service standards including:

- Outstanding incidents (no more than 2 days work with no incident over 2 weeks old).
- Service Level Agreement (routine maximum 3 working days).
- Act as the owner of the service desk call on behalf of the user from initiation to completion, proactively contacting the user to provide updates and expediting progress within the team.
- Following documented process, administer all calls in the service desk system, if possible, dealing with them there-and-then, keeping the user(s) up to date as the status changes.
- Recommend ways in which we can continue to improve service.
- Remain vigilant for attempts to disrupt service through cyber-attacks and advise users on best working practices to prevent data breaches.

**Customer Service**
- Deal with user’s difficulties and requests in a sensitive and courteous manner, resolving calls during the initial contact where possible.
- Be the primary source of assistance to local office and schemes.
- Develop knowledge articles and user guides for commonly reported issues.

**Incident Management**
- Provide initial diagnosis of customer’s calls and categorise, prioritise and record them in an accurate and timely manner.
- When applicable, use technical experience and knowledge to attempt to find an immediate fix or work-round to a reported issue. Resolve problems quickly or rebuild the system whichever approach is the most effective for the end user.
- Advise and help users to help self-resolve any issues or problem by educating the user and to prevent repeat calls coming through the service desk.
- When incidents are resolved contact the customer to ensure that they are satisfied with the resolution.
- When necessary, pass logged service desk calls to other internal ICT support teams or third-party support for further analysis and resolution. Oversee progress.
- Advise affected users when there is a change of status of any of our systems.

**Change Management**
- Identify and convert incidents that meet change criteria to Change Requests.
- Manage and complete small changes in a timely manner.
- Effectively plan and manage small projects in and around the business-as-usual functions.

**Administration**
- Fully document all ICT systems, providing detailed and thorough policies, procedures and knowledge articles. Maintain and update, or where necessary produce relevant and user-friendly support guides as a first point of call for users.
- Maintain our software and hardware asset register in line with any changes or work performed.

**Your duties and responsibilities in this role will consist of**:

- Setting up access accounts and equipment for new starters joining Accent.
- Solving IT related issues and service requests for colleagues using ITIL methodology via our ITSM system.
- Performing routine admin duties to ensure our data is correct and up to date.
- 1 day per week to commit to your qualification and ongoing development.

**Qualifications**:
5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

**Skills Required**:

- A passion for delivering great customer service
- Demonstrable desire to work within the IT sector
- Excellent communication skills
- Good organisational & time managemen

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