Service Desk Apprentice

3 months ago

Romford, United Kingdom Just IT Apprenticeships Full time

Reporting directly to the Service Desk Team Leader this position encompasses the delivery of 1st line remote support and triage services for all contracted and non-contracted clients. This position requires clear communication, co-ordination and time management to ensure clients expectations and contractual obligations are maintained

The ability to work logically and maintain control whilst under pressure and make firm decisions based on common sense and judgementin difficult situations is paramount.

**Travel**
- From a day to day perspective this role will require you to commute only to / from our head office where the role will be situated.
- Additionally, you may be required to travel as and when necessary to;
- Our London office when required (EG for training or if head office becomes unavailable)
- Other regional offices (both existing and new for reasons like the above)
- To customers across the South East (and in some cases nationally) and when deemed as a requirement of the role

**Core Competency**

This role is a typical entry role into the client support department and is ideal for a young graduate or somebody who is passionate about delivering 1st line support on the “front line”:

- Excellent communication and customer service skills, both oral and written.
- Excellent multi-tasking and organisation skills.
- Ability to manage and prioritise own time and work to tight service metrics.
- Work as part of multi-disciplined teams and collaborate effectively.
- Excellent team work ethic. Work hard, play hard.

**Technical**

As this is a technical position, having a broad technical knowledge of a range of business infrastructure and networks is paramount.

This will allow delivery of a typical “1st line” helpdesk position working at a high pace and comparatively low level technical difficulty. The ability to make sound decisions based on technical knowledge to facilitate “triaging” is also a requirement. Necessity for proven experience in these areas can be further expanded on as follows:

- Knowledge to instil confidence in a customer as a first point of contact to the support desk.
- Ability to resolve typical 1st line queries such as (but not limited to):
Password resets / user account administration
Desktop / PC related issues (including reloads and hardware troubleshooting in workshop)
Basic server or network troubleshooting
Basic Office 365 administration
- Basic knowledge of industry on premise infrastructure, desktop, server, datacentre, compute, storage, networking, connectivity, virtualisation and security solutions.
- Basic knowledge of industry cloud technology, Office 365, Azure, Private Cloud
- Ability to engage with more technical engineers convincingly.
- Awareness and interest of current and future technologies

**Package**

Salary guideline: TBC
- Bonus potential: 10% of chargeable work completed (EG £100 per hour = £10 bonus. Calculated and paid monthly)
- Holiday: 20-26 days (based on loyalty) plus bank holidays
- Car policy: Business miles mileage claim (45p per mile) for mileage outside of regular commute
- Notice period: 1 month or 1 week per year worked (whichever is greater)
- Pension: NEST (state contribution)

**Progression**:
This role can progress into many facets of the business which are unlimited to list.

Typical departmental progression may look like:

- Progression to 1st line role
- Move to onsite role
- Move to projects team

**Benefits**:

- Company events
- Company pension

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

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

Application question(s):

- Have you build a PC from scratch or dismantled and upgraded hardware (e.g. Laptop, PC, console etc.)?

**Education**:

- GCSE or equivalent (required)

Work Location: In person

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