IT Junior Service Desk Analyst Apprentice

**Employer description:**

This is a law firm that achieves consistent high quality in client care, technical ability and investment in its people. Hempsons specialises in health and social care whist also using their unique experience to cover the full range of legal services.

The firm is highly respected for its sector expertise, particularly in health, social care, charities and social enterprise.

Clients value the innovative approach and commitment to exceptional service. By building long-lasting relationships with our clients we’re able to really understand their businesses and markets and provide bespoke legal advice.

Our firm’s commitment to quality relates not just to our client relationships, but also those within the firm.

We strive to create a dynamic working environment where talented people can thrive in a supportive atmosphere.

We are always looking for outstanding people who are seeking to take the next exciting step in their careers to join our team and contribute to the continued growth and evolution of our firm.

**Overall purpose of the job**:
The Junior Service Desk Analyst is responsible for providing an exceptional customer experience and a professional and high-quality service to the firm's internal users and occasionally external clients.

This role will cover various shift patterns from 8am to 6pm Monday to Friday (excluding Bank Holidays), but flexibility will be required according to business needs.

The service desk operates as the front line of IT customer engagement and delivers support and assistance across a varied portfolio of IT systems and services. The Junior Service Desk analyst will assist in delivering support in an efficient, positive, helpfuland enthusiastic manner which will be critical to achieving success in the role.

A positive can-do attitude is essential, and they must always be willing to learn new skills to help them meet challenges head on.

**Main role**:
This role is a junior position within the Service Desk team and will be heavily supervised by the Service Desk Lead and the Senior Service Desk Analyst. It is intended that over a period of time, the key responsibilities for this role will expand as moreexperience is gained.

**Main responsibilities: [include but are not limited to:]**
- 1st and 2nd line support, prioritising calls and escalating them where necessary, ensuring that service levels are maintained.
- Ensuring that each support call is dealt with promptly, efficiently, and professionally.
- Entering details into the call logging system, ensuring timely resolution of problems.
- Microsoft Office Suite
- Adobe DC
- Remote Access (VPN, Citrix, 2FA Technologies)
- Mobile Device Management
- Microsoft Teams
- Anti-virus technologies
- Windows 10
- Citrix XenDesktop
- Microsoft M365 Cloud Services
- IaaS and SaaS environments
- Have experience of supporting users remotely (RDP, Remote Assistance, TeamViewer).
- Owning the call from inception to closure, ensuring that customers are regularly kept aware of progress on their issues.
- Provide desk side support to users where necessary.
- Meeting room setups and understanding of relevant equipment.
- Responsible for adding to and maintaining the internal Knowledge Base and sharing knowledge with colleagues.

The requirements listed below are considered to either be essential to successfully undertake the duties and responsibilities of the post or are considered highly desirable.

**Desired experience, skills and qualities:**
- Excellent troubleshooting skills, with all-round knowledge of desktop hardware and laptops.
- Experience of all core Microsoft Office products - Word, Excel, PowerPoint and Outlook.
- Excellent communication skills and attention to detail.
- Able to work under pressure and to tight deadlines.
- Ability to see tasks through to completion.
- A willingness to learn and greatly contribute to the team.
- Knowledge of the ITIL Framework
- Some previous experience within a customer facing role.

**Entry requirements**:
The entry requirements for this Azure Cloud Support Specialist programme are as follows:

- 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:**

**Future prospects**:
Upon completion of the Apprenticeship, there is an opportunity to become a Full Time Employee of Hempsons Ltd.

**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.