IT Service Desk Apprentice

  • Withheld
  • Salford Quays, Salford
  • £6.25 per hour

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  • GMFJ Reference
    128254
  • Wages
    £6.25 p/h
  • Hours
    40.00 per week
  • Date Posted
    01/04/2021
  • Start Date
    01/04/2021
  • Duration
    Not Specified

  • Location
    Salford Quays
  • Status
    Now Taking Applications
  • Sector
    IT
  • Opportunity Type
    Advanced Level 3
  • Employer
    Withheld

Description

Employer description: 

We have been one of the country’s leading independent financial advisers for 50 years. Some of our clients have been with us for decades. That is because, as well as offering high-calibre, unconstrained advice, we continually strive to make sure our clients are satisfied. Our financial advice spans a wide range of services including pensions, estate planning, care funding and wealth management as well as business protection, employee benefits and workplace financial education.

Overview / Job purpose:

A Service Desk Apprentice is a junior role in the IT department. 

The role involves dealing with initial queries and incidents logged via a central Service Desk logging tool.

Incidents are dealt with or escalated as necessary ensuring that all they are resolved within SLA and first response is not violated.

The apprenticeship will last approximately 18 months.

The role holder reports into the Service Desk Manager, who then reports into the Director of IT.

The apprentice will also be working alongside the Service Desk and Technical Support Teams, gaining knowledge on how to effectively diagnose and resolve incidents reported into IT.

Primary responsibilities:

  • To provide technical support to all Chase de Vere staff, reported by telephone, or as a ticket in the service desk, while developing IT knowledge to further a career into an IT technician.
  • To carry out IT administrative tasks including user account administration, hardware and software.

Key dimensions:

  • To support the Service Desk technicians and assisting the IT department as required.
  • To support circa 570 UK based staff. Around 16 regional offices, including c.60 contractually home-based staff.

Key accountabilities:

  • To deal with telephone & email queries from end users and resolve issues within a reasonable timescale, working within the SLA’s
  • Repair or replace broken, lost & faulty IT equipment
  • Supporting the asset management procedures, ensuring equipment is tracked and recalled in a timely manner
  • Maintain the Service Desk knowledgebase
  • Complete the apprenticeship exams and portfolio modules

Challenges:

  • Managing the expectations of end users
  • Working to tight timescales
  • Support a broad range of departments & services
  • Learning the technical side of the role whilst onsite and in the training centre

Desirable skills:

  • To have a keen interest in IT
  • Ideally have done IT at A Level / BTEC

Personal qualities:

  • Communication, interpersonal & organisational skills are essential.
  • Have a logical way of thinking and solving problems, in a team environment or whilst working independently.

Desired qualifications:

  • 5 GCSE’s, grades A*-C/9-4 or equivalent (including English Language and Maths)

Working week: 

9am – 5pm; Monday – Friday - with release hours for apprenticeship study / 40hrs a week.

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.

For more information about this vacancy please contact QA on 01793696141 (Ref ID: 128254)

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