Ref - 214 - Service Desk Apprentice

2 weeks ago

Manchester, United Kingdom Estio Training Full time

**Level 3 Information Communication Technician**

**Weekly Hours Worked: 37.5 Hours Per Week**

**About the company**:
Ultimate Performance (U.P.) was founded in 2009 in London by world-leading personal trainer Nick Mitchell. U.P. have forged a reputation as the world’s foremost body transformation experts delivering exceptional client results under the mantra ‘maximum results, minimum time’. The business has grown to become the world’s only truly international personal training company, with 21 private personal training facilities across the globe.

**Brief job description**:
Estio Training have an exciting new opportunity for a Service Desk Apprentice with Ultimate Performance, a wellness and fitness company based in Manchester.

The role of the Service Desk Apprentice is to prioritise and manage incidents and requests that come through the service desk from initial submission through to closure. The Service Desk Apprentice will act as the primary point of contact with the business and their main focus should be customer service and communication. It is their responsibility to gather all the relevant information in relation to any raised incidents or requests before categorising, prioritising, assigning, or escalating them out to second
- and third-line engineers whilst ensuring that they are dealt with in a timely manner and maintaining good communication with the customer.

The service desk provides IT support to the Manchester Head Office and global business estate via a ticketing system and telephone service. As such, the role entails a good deal of telephone and remote support as well as ticket and queue management.

You should understand and be incredibly enthusiastic about IT, performing a critical role in ensuring excellent support services are rolled out across the business.

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

- As a member of the service desk team, provide a central point of contact for the business to report incidents and faults or request IT services.
- Be responsible for logging incidents/requests as tickets and ensure that they are effectively managed through to completion by accurate categorisation and appropriate escalation and that good communication is maintained with the customer throughout.
- Ensure that response times meet or exceed the standards defined in the Service Level Agreement.
- Manage the ticketing system and take ownership the incident, problem, and change management processes.
- Be actively involved in maintaining a knowledge base with up-to-date information for the use of the department and user base.
- Provide platform and end-user support for all key services,
- Provide IT Service Management for end-user services such as asset management, computer deployment and onboarding, access management, and license management.
- Produce configuration documentation, user training, and SOPs.

**Qualifications**:

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

**Skills Required**:

- Must have excellent communication skills and be confident in liaising with people at all levels of management as well as external customers and suppliers.
- Possess excellent customer service skills.
- Must have the ability to quickly learn new products and services.
- Have a logical and methodical approach to problem solving.

**Personal qualities**:

- Good organisational and time management skills.
- Must be able to work effectively as an individual or as part of a team.
- Excellent attention to detail.

**Future prospects**:
The role offers a permanent role upon completion of the apprenticeship depending on performance.

**Training to be provided**:
Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

- Efficiently operate and control your ICT infrastructure - physical or virtual hardware, software, network services and data storage.
- Use infrastructure management tools to automate the provisioning, testing, deployment, and monitoring of infrastructure components.
- Prioritise systems support tasks and monitor and maintaining system performance.
- Maintain regulatory, legal, and professional standards.
- Support the information systems needs for your business.

IND123

**Job Type**: Apprenticeship

**Salary**: £15,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Manchester, M2 7HA: reliably commute or plan to relocate before star

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