As an Apprentice Centralised Services Analyst, your primary role will be to work with the Centralised
Services Analyst to reduce client risk and minimise reactive service requests, through management
of automation tools to create a highly effective IT environment.
You will provide remote reactive technical support across our South West client base. Working closely
with other team members to respond to & resolve client IT issues via telephone & email. This role will
be primarily based in our Head Office in Exeter. There may be occasional requirement to travel to
client sites to provide emergency support and for training purposes. The ideal candidate will have the ability to build excellent client relationships.
As a tight-knit team, we firmly believe in multi-skilling and you will have opportunity to work closely
with others.
Forged by our team, the Timewade values represent who we are, how we work and the high
standards we consistently strive for and achieve: Build partnerships, Be Professional, Be a Leader,
Drive Results, Be Brilliant and get things done Today not Tomorrow.
Progression opportunities include, Centralised Services Analyst, Service Desk Analyst & Technology
Success Analyst. Projects Specialist.
It is anticipated that 70% of your time will be completing Centralised Services tasks and 30% of time
resolving reactive issues for clients via our Service desk.
Key Responsibilities
1. Installing updates, patches and fixes to internal and external software and hardware
2. Tools Management –– to enable patch management, monitoring, automated maintenance,
automated alerting and other services
3. Monitoring the performance and capacity of systems using a variety of tools. Look for and
resolve hardware, software, and environmental alerts or malfunctions.
4. Carefully tracking and documenting all issues and resolutions in detail.
5. Assisting with specific automation projects as defined by the Operations Director
6. Event management review
7. Ownership of service desk reporting tools, including writing new reports, providing monthly
reports of KPI’s and measurements as required.
8. Assistance in writing root cause analysis documents
Other duties include:
1. Respond to & resolve client IT issues via telephone & email
2. Resolve support calls in first instance or liaise with 3rd party IT suppliers and internal
colleagues.
3. Provide regular communications of ticket progress with end users
4. Liaise with and monitor 3rd party suppliers to ensure they are progressing our client’s issues
efficiently.
5. Administration of user accounts & shares.
6. Monitor and maintain backup & security software.
7. Ensure technical documentation of clients are up to date with any new information gathered
during reactive support
8. Ensure the service desk ticketing system is always up to date and accurate with notes of all
communications – yours and others.
9. Communicate technical information to non-technical users in plain English
10. Gain an understanding of our clients use of their line of business applications
Company benefits include:
• 31 days annual leave, rising to 33 days (inclusive of Bank Holidays)
• Your birthday off every year
• Company subsidised pension
• Excellent colleague and client retention
• Learning and development scheme with opportunity to complete IT qualifications
• Use of the latest technology
• Discounted rates on technology products
• Great team culture and environment
• Employee and client referral scheme.
• Summer and Christmas events
• Established for 36 years +
• Modern offices with excellent facilities such as café, showers, nursery, restaurant, gym,
sports pitches, woodland walks
• Free parking