IT Service Desk Apprentice

**About DFS**: DFS is the UK’s leading omni-channel upholstery retailer. Since 1969 we have been manufacturing, selling and distributing high quality sofas to homes in the UK, expanding to the Republic of Ireland, Spain and The Netherlands. We are passionate about putting our customers at the heart of everything and it’s our passionate people that make this possible everyday. So, it’s no surprise that for three years running we are one of the Sunday Times Top 30 Best Big Companies to Work For. **About the role**: Our customers are at the forefront of the service our Service Desk provides. We are looking for someone with excellent service and communication skills with an understanding of technology. Our team works in a fast paced environment providing excellent support to users of desktop, laptop, tablet and mobile devices in a hybrid working environment. Working closely with IT technical colleagues you will support our business handling “how do I” inquiries, through admin requests to being part of a team working on complex investigations, major incidents or preventing service outages. As the face of IT to many of our DFS Group colleagues, incidents and requests must be handled professionally adhering to our IT and company standards and policies. The role also includes the opportunity to be involved in the implementation of new systems and services, Onsite and external training, for systems used within the organisation, and as part of a wider team development plan will be available. **Your Responsibilities**: - Provide an excellent first point of contact within IT for all enquiries - Record, prioritise, assign and manage all requests and incidents reported to the Service Desk - Escalate to other team members or other departments where appropriate - Recording and tracking project issues and escalating to the necessary project teams - Documenting new processes, amending and proposing new documents - Keep pace with technology advances across the organisation and the wider market - Adhere to company IT Policies and Procedures at all times **About you**: - You will have excellent customer service skills and an ability to communicate information to colleagues with varied levels of technical knowledge across all functions within our organisation. - Strong organisational skills. - The ability to multi-task and have demonstrable knowledge of IT Service Delivery best practices. - A invested interest in all things Tech, with a real desire to learn and create a new career within IT. **At a personal level, **we are looking for an individual with the following attributes: - Disciplined, organised and punctual - A motivated team player - Customer focussed with strong communication skills - Excellent problem solving skills - A willingness to learn and grow - Working at other DFS sites is an essential part of the role so the possession of a valid licence to drive in the UK is essential. **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 patterns**: This role will also include weekend work on a rota'd basis. The successful applicant will be working roughly 1 in 4 to 1 in 5 weekends. Recompense will be in the form of lieu days, scheduled on the following Thursday and Friday, effectively granting them a 4 day "long weekend" following the weekend that they work. **Benefits**: - Excellent salary - Company Pension Scheme - Colleague discount across the Group - Life Assurance - Enhanced maternity, paternity and adoption leave High street discounts **Future prospects**: 92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. **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.