IT Help Desk Analyst Apprentice

Employer Description:

Cash Converters has been making life possible for our customers since 1984. We’ve come a long way since our humble beginning as single store in Perth, Western Australia. We’re Australia’s largest sub-prime, non-bank lender and second-hand retailer listed on the Australian Stock Exchange (ASX: CCV). Regardless of what our customers need, one thing that hasn’t changed - our passion and commitment to see what we can make possible.

Cash Converters International operates as a franchisor, retailer of second-hand goods, and a provider of both secured and unsecured loans. The company makes money through the sale of second-hand goods, franchising fees from its retail network, and interest and fees from personal loans. Its target market includes individuals looking for affordable second-hand goods and those in need of short-term financing solutions. Top solutions include the retail sale of a wide range of second-hand items, pawnbroking services, and personal loans.

Purpose of the Job:

The Primary role is to provide IT Help Desk 1st and 2nd line internal and external customer support ensuring issues escalated are resolved efficiently through to a successful resolution.

The Help Desk objective is to provide technical support, assistance and advice for general hardware, software, applications and/or operating system issues for all UK stores and our Cash Converters UK (CCUK) Head Office.

The role holder will work within a passionate and committed team focussed on customer service and achieving successful outcomes. The ability to work cross-functionally and collaboratively is vital to achieving positive outcomes and in maintaining team spirit.

Being able to take ownership combined with a can-do attitude and the ability to problem solve to develop and deliver timely solutions is critical to success.

Key Responsibilities:

• Log all issues in the Help Desk Call Logging system, ensuring the tickets are actioned and kept up to date



• Using Active Directory to create user accounts, reset passwords etc.



• Troubleshooting of escalated IT related problems ensuring resolution



• Troubleshooting of escalated hardware configuration or installation issues ensuring resolution



• Troubleshoot network issues ensuring resolution



• Configuration and management of telephony service (3CX or alternative) in Head Office



• Assisting with IT project work and rollouts as directed by the Help Desk Team Leader



• To complete all assigned ad-hoc project work within a timely manner, communicating any concerns or questions in order to achieve successful delivery

Skills and Attributes:

• Ability to think laterally, apply problem solving techniques and develop and implement solutions.



• Excellent organisational skills and a high level of self-motivation



• Demonstrated ability to effectively communicate with staff at all levels, including the ability to communicate with technical and non-technical staff across multiple disciplines



• Demonstrated ability to understand and meet customer needs



• Well-developed communication and interpersonal skills



• Friendly and welcoming demeanour



• Unwavering commitment to quality customer service



• Knowledge of company products, systems, applications and current operating systems

Entry Requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject



• GCSE Maths and English (or equivalents) at grades 3+ (D or above)



• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

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.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

For more information please visit the UK ENIC website.

Benefits:

• Private Pension



• Employee Assistance Program



• Employee Incentives



• Internal & External Development Training



• Employee wellbeing



• Private Healthcare/Dental subsidy 



• 28 Holidays



• Potential for a full-time position after the apprenticeship is finished



• Free Parking 

Future Prospects: 

• 90% of QA Apprentices secure permanent employment after finishing their apprenticeship.  Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Important Information: 

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 

Apply now!