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ICT Apprentice

Baltic Training and Serco are delighted to be in partnership to recruit a 3 Apprentice Service Desk Analyst Apprentices to join a vibrant IT department based in Hertford!

Serco - Employer



12-15 Months

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Job Summary

New Vacancy

Detailed Job Description

Duties include, although are not limited to:

  • Customer focused with a strong sense of quality and a desire for delivering service excellence.
  • Demonstrates strong interpersonal and communication skills
  • Can oversee the execution of tasks assigned and works well with own/ client teams to remove any obstacles.
  • Sets and meets customers (internal and external) expectations, promising only that which can be delivered.
  • Has the respect of the customer as a result of committing and delivering
  • Understands the relationship between work processes and the business.
  • Is aware of internal/external business issues and instigates the ideal course of action as a result, ensuring best practice at all times.
  • Answer all contacts within contractual SLA’s and meet all other SLA and KPI targets
  • Ensure communication delivered to users is accurate, appropriate and high-quality.
  • Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards
  • Triage contacts to support teams and escalation areas as required
  • Be responsible for delivering a high-quality IT support service in line with target SLAs

Requirements and Prospects

Qualifications required

Skills required

  • Microsoft Office Skills to include; Outlook, Word, Excel, Power Point
  • Good people skills, team worker, adaptable, quick to learn
  • Good at working within a team environment
  • Five GCSEs Grades A to C in Maths, English and a Science subject (or acceptable equivalent).
  • You will also need to complete an initial assessment in Maths & English, which will help us guide you to the most appropriate programme to meet your needs.
  • Full SC Clearance or eligibility to obtain and sustain.

Personal Qualities

Future prospects

Additional Information

Training provided

  • Level 3 Diploma in ICT Professional Competence
  • Level 3 Advanced Diploma in ICT Systems and Principles
  • Network Fundamentals MTA
  • Mobility & Device MTA
  • Cloud Fundamentals MTA
  • Business Processes
  • Coding and Logic
  • External Assessment, Synoptic Project and Overview

Baltic Training Services - Learning Provider

Baltic Training are an apprenticeship training provider focused on the IT and digital sector. They are the only apprenticeship training provider that offer a completely tech-focused, tech-driven training solution.
This is backed up by their passionate ethos of genuine care, as well as a partnership with one the world’s largest technology training providers.

For more information about this vacancy please contact the provider Baltic Training Services on 01325 731 050 or email: (Ref ID:82805)
Baltic Training Services

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