IT Service Desk Apprentice

OverviewEmployer description : Osborne Clarke is an international legal practice with the goal to help clients and people succeed in tomorrow's business environment facing digital, economic, political and environmental challenges. Osborne Clarke helps clients gain a competitive advantage by providing commercially focused insights and legal services. The company has been around for over 250 years with a presence across Europe, Asia and the US. Within core sectors, clients range from market leaders to fast-growth companies.Overview : Osborne Clarke are looking for an IT Service Desk Apprentice to support development to manage the resolution of computer software and hardware problems and assist in maintaining systems and processes by providing telephone, email and remote support to global users, with client site support when required.We offer a level 3 qualification (Microsoft Azure Cloud Support Specialist Level 3) spanning 17 months along with a number of other opportunities to learn and develop in your career.ResponsibilitiesProvide telephone, email and remote access support to users of IT systems across multiple international sites within established and strict SLAs & KPIsParticipate in resourcing of the Guru Bar ITs user-facing facility to offer assistance for anything IT relatedMaintain timely and quality incident closure aiming for first-time fixes where possible and escalate to next level when requiredEnsure client satisfaction with timely communications and updatesEnsure full and correct information is collected and entered into incident recordsEnsure that IT solutions are relevant to the business need and developed to meet end user requirementsImprove own skills and knowledge with support of the IT Services team and help maintain knowledge documentation for implemented resolutionsActively collaborate with other members of the IT team to distribute workload effectivelyUnderstand and adopt the principles of acting as a professional service provider to ensure a consistent standard of support to customers, measured through feedbackContribute to the continuous review and improvement of IT Services team processesKeep up with advances in technology, new software and hardware to serve as an advisor to clients and other employeesManage own workload and incident queue while monitoring the main Service Desk queue for new incidents and requests, ensuring all calls are kept up to dateUnderstand the responsibilities associated with working in a regulated environment and adhering to SRA obligationsUnderstand information security and data protection initiatives and regulationsUnderstand and demonstrate a full understanding of information security and data security policies, best practices and implicationsDesirable skillsWe are looking for someone with a strong interest in technology. You will have a strong customer service ethic and be committed to delivering an exceptional standard of serviceStrong team player committed to assisting colleagues wherever necessary to maximise the effectiveness of the entire IT departmentAble to work autonomously and to schedule own resources appropriatelyUnderstanding of the implications of failing to provide outstanding serviceShould be able to develop good problem-solving technique using a sound logical approach and ability to research using all means availableFocussed on and able to work to or exceed agreed service levelsWilling and able to be flexible in working practicesCreative thinker skilled at solving problems for usersWilling to travel to other sites should it be requiredEntry requirements3 GCSEs (or equivalent) at grades 4 (A-C) in any subjectGCSE Maths and English (or equivalents) at grades 3 (D or above)Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subjectYou may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for this instance; you could still be considered for the programme.If you hold international equivalents of the above qualifications at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.For more information please visit the UK ENIC website.Working hoursYour working pattern will be on a rota basis covering Monday to Friday 7am–7pm, based in our Bristol office with one day per week for study leave.BenefitsWe offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this. This is an opportunity for continued employment and progression after the apprenticeship.Future prospects90% of QA apprentices secure permanent employment after completing; this is 20% higher than the national average.About QAOur apprenticeships are the perfect way to gain new skills, earn while you learn and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we are a top 50 training provider dedicated to helping you succeed.Interested Apply nowPlease be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.Key SkillsEditorial, Catering, B2C, Camp, Computer EngineeringEmployment DetailsEmployment Type : TraineeExperience : yearsVacancy : 1 #J-18808-Ljbffr