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IT Service Desk Apprentice

3 months ago

Preston, United Kingdom QA Apprenticeships Full time

**The Company**:
LPPA is the administration arm of LPP, based in Preston. As one of the UK’s leading pension administration companies, it supports 1,900 employers and over 600,000 members of local government, police and firefighter pension schemes. By focusing on first-class service and an outstanding member experience, LPPA is striving to become the best pension administration provider in the UK.

**Overview**:
**The role**:
The postholder will provide IT support service to users within LPPA and the wider group, across all offices and homeworkers. The postholder will provide technical assistance to colleagues and end users, liaising with external partners and suppliers where necessary to troubleshoot issues.

As an IT Service Desk Engineer, you will act as the 1st point of contact for the LPPA IT Department.

**Salary**:
£15,000 per annum.

**Responsibilities**:

- Create new user accounts, in line with LPPA IT policy.
- Responsibility for setting up new equipment for users, ensuring that hardware is set up correctly to agreed timescales and standards.
- Assisting colleagues when required with maintenance tasks, such as patching of corporate devices.
- Carry out troubleshooting of issues with end users, liaising with external parties where necessary.
- Ensure user support tickets are kept up to date, with requests and incidents dealt with within agreed SLA’s.
- Creation of user documentation for resolutions.
- Keep up to date with new technologies, creating or updating processes and procedures to improve efficiency.
- Responsibility for keeping the asset register up to date and accurate, following procedures necessary for ISO27001 accreditation & and Cyber Essentials Plus accreditation.
- Monitor backups and ensure data and systems are backed up.
- Reporting of incidents that could affect the confidentiality, integrity or availability of any system or data held by LPPA.
- Involvement in IT projects as directed by the Service Desk Manager or Director of Technology and Innovation.

**What we are looking for**:
**Desired skills & experience**:

- Excellent customer service & people skills
- Strong computer & diagnostic skills, able to troubleshoot with users whether on-site or remote working
- Work collaboratively within a small IT Team
- Self-motivated with the ability to manage workload, working flexibly on a variety of tasks and meeting agreed deadlines
- Work in a proactive manner to look for opportunities to improve process & systems
- Knowledge & experience of supporting hardware, software & networking across a Microsoft/HP/iOS environment
- Ability to develop clear and concise documentation
- Knowledge and experience of working with cloud telephony solutions and Microsoft Teams
- Assist in demonstration and training of staff in use of new technologies and systems, including induction of new staff
- Knowledge of hardware including monitors, keyboard, mice and docking stations
- Working knowledge of Microsoft 365 office suite
- Understanding, supporting MacOS & iOS

**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**:
**Working week**:
Monday to Friday,
37.5hrs a week.

**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.