IT End User Support Analyst Apprenticeship

  • Withheld
  • London, Greater London
  • £8.65 per hour

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  • GMFJ Reference
    132450
  • Wages
    £8.65 p/h
  • Hours
    37.50 per week
  • Date Posted
    25/05/2021
  • Start Date
    25/05/2021
  • Duration
    Not Specified

  • Location
    London
  • Status
    Now Taking Applications
  • Sector
    IT quality and testing professionals
  • Opportunity Type
    Advanced Level 3
  • Employer
    Withheld

Description

Employer description: 



DMG Media’s brands deliver highly engaging, trusted content to millions of loyal customers around the globe, 24 hours a day, seven days a week. Together, Daily Mail, The Mail on Sunday, Metro, i, MailOnline, Mail Plus, metro.co.uk and inews.co.uk reach more than 11m people daily in the UK.* 



Overview: 



The role of End User Support Analyst involves supporting all end users within the business providing efficient and effective customer services through the recording and managing of telephone and email queries, incidents, or service requests. 



Aligning to ITIL methodology, providing an efficient and customer focused Helpdesk/Service Desk to the business. 



Providing both phone and desk-side assistance for business applications, core device support and operating systems, specifically; desktops, laptops and Apple Mac. 



Primary responsibilities:





  • Supporting 3500+ users in an ITIL environment


  • Responding to telephone and email incidents, queries and service requests in a professional and courteous manner based on an agreed SLA or OLA


  • Logging of all works - ensuring incidents, queries and service requests are logged, prioritised, tracked and resolved within predefined Service Levels


  • Operating in a flexible mode – being able to seamlessly switch between a telephone/desk-side role as and when required


  • Dealing with and communicating escalations accordingly.


  • Maintaining and growing relationships across immediate team and wider IT teams to ensure collaborative approach to resolve customer requests as soon as possible.


  • Ensuring consistent and concise communications in written and verbal form at all times adhering to templates where available e.g. P1 announcements, software upgrades, service outages.


  • Coaching others through various tasks where required by way of shadowing, knowledge transfer or -buddy system”. The stance exists for new or developing staff as guided by line management. 




Desirable skills / Personal qualities:





  • A passion for IT (some knowledge/experience in Windows/Mac a great "to have")


  • Great customer service


  • Great communication skills (verbal and written)


  • Team player


  • Hardworking


  • Enthusiastic and willingness to learn


  • Use own initiative 




Desired qualifications:





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




Working week:



The successful candidate will understand that the team operate a shift covering 7am until 10pm, Monday to Friday (weekend shifts are required)



Benefits:





  • Competitive salary


  • Other perks such as a free onsite gym, employee discounts and a subsidised restaurant


  • You will have access to training days, e-learning courses and conferences


  • 25 days annual leave in your first year increasing by 1 day per year up to a maximum of 30 days plus bank holidays


  • Contributory pension scheme


  • Season ticket loan 




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: 132450)

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