End User Support Technician Apprentice

Start your IT career with a global leader in new technologiesThales in the UK, part of the Thales Group, uses technology for the nation’s benefit, developing world-leading capabilities that help their customers think smarter and act faster. Their UK operations cover all Thales’ key business sectors, covering aerospace, defence, digital security and space. Thales in the UK is currently seeking an IT Apprentice for one of their sites in Doncaster. The purpose of this role is to work as part of the UK Service Desk Team, covering IT support to all UK business users and involves working on incidents and service requests using the Service Desk tool (Service Now). The work involves logging, troubleshooting, diagnosing and managing incidents through to resolution as well as assisting with Service Requests. Please note the employer asks that you join a 12-week training programme delivered by Just IT. This will be delivered remotely and will provide you the necessary experience and skills required to start the role. All candidates completing this will be guaranteed an interview for the apprenticeship KEY DUTIES Responsible for answering all calls and chats to the Service Desk within the SLA response times. End to end call management of incidents through to resolution as required to ensure the incidents are resolved to the satisfaction of the customer and in-line with SLAs. Assisting with end user service requests, either by logging them on the end users’ behalf, giving guidance around our service catalogue, or management of requests until resolution. Accurately recording all incident details and troubleshooting activity into the Service Desk tool (Service Now). Assisting in the provision of root cause analysis and troubleshooting, ensuring that all data is accurate and up to date where applicable. Providing a high level of first time fix for all incidents. Escalating incidents to the next level of management or technical support where SLA timescales are reached. Ensuring regular updates are provided to the customer until incidents are resolved. Assisting with User account creation in Active Directory. Assisting with Email account management in Exchange. Administration of data access within Active Directory Deployment of Virtual Machines within VMWare. Deployment and licencing of software using SCCM. Adherence to Thales procedures, working practices and department specific processes. Awareness and adherence of security requirements on our network. Other ad-hoc duties as required to support the Service Desk operation. CANDIDATE REQUIREMENTS Excellent customer service skills Confident Logical thinker Excellent organisational skills Possesses a methodical approach to problem solving and troubleshooting. Has an enthusiasm for Information Technology Able to commit to a 12 week training programme prior to starting the role Meets the eligibility below ELIGIBILITY 19+ Must have a British passport Must have 5 years residency Must be able to reference the past 5 years Able to commute to Doncaster Employed, self-employed, career changers, returners to work or unemployed within the last 12 months. Have the right to live and work in the UK. Have access to a reliable internet connection with a PC/ Laptop. Sound like you? Then send us an application and we will let you know if you are suitable for this position, or one of the other Apprenticeships we have available. WANT TO KNOW MORE? Apply now to Just IT and we will review your application. If you are suitable for an Apprenticeship we will be in contact to discuss this opportunity. Salary: £21, pa+ Reference: JB