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IT Service Desk Analyst Apprentice

2 weeks ago

Colchester, United Kingdom Just IT Full time

The Service Desk team diagnose and resolve issues via remote access to all group IT desktop/laptops and telephony systems and provide support for all IT related equipment.

**Key Duties**
- 1st line support on technical supports calls daily, delivering pro-active support across the group
- Investigating and troubleshooting both IT technical problems and Telecommunications faults
- Logging of all calls within our SysAid ticket management software and using the system to provide accurate classification of incidents and requests
- Recording solutions within our incident management system and maximising the effectiveness of the system and IT support function
- Management and Ownership of internally escalated support tickets within SysAid to 2nd line support, Infrastructure and external referrals.
- Working within given SLA’s maintaining a good quality of service across the group.
- Assisting staff using remote support software to diagnose and fix all IT related issues. Providing desktop support to all group services departments.
- Management of Active Directory user accounts

**Desired skills**
- Great communication skills both written and verbal.
- An awareness of operating systems.
- An understanding of how computers and networks work.
- A willingness to learn new technical IT skills.

**Personal qualities**
- Excellent customer service skills.
- Ability to problem solve.
- Offers a 5 star service.

**Desired qualifications**

Maths and English GCSE Grade C/4 equivalent or above

**Future prospects**

Spicerhaart offer clear progression into 2nd and 3rd line support roles, they also offer the ability to learn additional skills that align to your role. As a business they are big on people development and will showcase a clear path of progression in thebusiness. Spicerhaart have the just launched elevate the people reward and recognition platform