IT & Service Desk Apprentice

7 months ago

Crawley, United Kingdom ITDS Managed Services Ltd Full time

**JOB SPECIFICATION**

**Job Title**:IT Service Desk Apprentice

**Reporting to**:IT & Service Desk Manager / Service Desk Lead

**Business Unit**: ITDS Managed Services Limited

**Department**: Managed Services Support

**Job Purpose**:
To join the ITDS Managed Services IT & MPS service desk to train as a 1st line support technician role covering both managed print and managed IT solutions. To help organise print device consumables, managing stock levels & arrange delivery to client sites. Learn & keep up to date plus conversant with all current relevant technologies provided as a part of the ITDS Managed portfolio. Ensure team goals are met by being organised, triaging fault calls and maintaining our SLA’s plus liaise with the IT & Service Desk Manager / Service Desk lead regarding service desk process implementation & statistics. Be willing and able to undertake suitable training to progress apprenticeship & role within the managed print and IT solution industry.

**Primary Duties and Responsibilities**:
1. Reporting to the IT & Service Desk Manager / Service Desk Lead you will work as an apprentice 1st line service desk technician whilst undertaking ongoing training on technology solutions potentially to degree standard plus managed print and IT services solutions.

2. Learn service desk process & best practice to deliver a consistently high level & accountable client experience.

3. Gain knowledge of managed print hardware & software solutions with regards to installation, troubleshooting & support being able to assist and escalate to software vendors as necessary ensuring any fault or issue is resolved in timely fashion.

4. Look after managed print consumables & stock levels arranging timely delivery to clients.

5. Attend all technical training courses keeping to a set study roadmap plus keep product & process knowledge regularly updated.

6. Visit client sites if needed in a support capacity.

7. Undertake other duties appropriate to the post as directed by line management.
- You will be familiar with, and adhere to, the below company policies and procedures.

Ø Employee Handbook and associated company policies/procedures

Ø Departmental Code of Conduct and Operational Procedures

Ø Quality Environmental Health & Safety Handbook and associated company policies/procedures

To support in any ad hoc project as requested and deemed necessary to support the business.

**Key Competencies/Experience and Skills required**:
**Qualifications / Education / Training**:
**Desirable**:

- Further education in engineering/IT are desirable qualifications
- Microsoft Knowledge & Qualifications
- Microsoft Azure & 365 Knowledge

**Experience**:

- Experience of working in a similar role
- Experience in the managed services sector

**Knowledge**:

- Knowledge of the relevant industry
- Knowledge of technical support process

**Skills & Competencies**:

- Excellent communication skills, particularly able handle client & vendor calls professionally
- Ability to process and interpret complex information
- Strong prioritisation skills and ability to manage own workload
- Ability to work flexibly
- Strong team player

**Personal Attributes**:

- Self-motivated
- Ability to use own initiative
- Creative, comes up with ideas
- Prepared to learn new skills

**Other**:

- Ability to use Microsoft Word, Excel and Publisher
- Experience using supplier portals & CRM systems
- Full manual driving licence is essential

**Job Types**: Full-time, Permanent

**Salary**: £17,000.00-£19,000.00 per year

**Benefits**:

- Company pension
- Free parking
- Private medical insurance

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Crawley: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: In person

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