IT Service Desk Apprentice

Employer description:

The Company have over 80 years and three generations of experience in the manufacture of high-quality Outdoor Clothing. They now export to over 54 countries worldwide.

Overview:

As an IT Service Desk Apprentice, you will be responsible for processing the service-focused tickets raised by the wider business on Service Desk and managing them through to completion.

Main responsibilities:

• Monitor and resolve incoming Service Desk tickets.
• Manage communications for all tickets to ensure colleagues are kept up to date on the status of their requests.
• Contribute to improving customer service by actively responding to queries and handling escalations, where applicable.
• Work with internal (IT) and external (wider business) stakeholders to monitor and deliver a continually high standard of customer service.
• Promote a consistent high quality of service delivery.
• Communicate both independently and as part of the Service and Operations Team, following the organisations standards; demonstrating an ability to communicate both in writing and orally at all levels, using a range of tools and demonstrating strong interpersonal skills and cultural awareness when dealing with colleagues, customers and clients during all tasks.
• Apply structured techniques to common and non-routine problems, testing methodologies, troubleshooting and analysing problems.
• Demonstrates the ability to work under pressure to progress allocated tasks in accordance with the organisation’s reporting and quality systems.
• Maintain and optimise the performance of hardware, software and Network Systems and services in line with business requirements.
• Undertake such tasks and duties as may be reasonably requested by your manager or other members of the management team.

Desirable skills:

• A solid technical background and an understanding of what’s needed to deliver excellent customer service.
• Ability to communicate instructions to a non-technical audience.
• A problem-solving attitude with an ability to achieve specific goals are essential skills to perform well in this position.
• Proactive attitude, with an ability to foresee potential issues and address them before they come to a head.
• Excellent, professional written and verbal communication skills.

Personal qualities:

• A strong passion for IT.
• Strong work ethic.
• Good communication skills.
• Excellent organisational skills.
• Open and honest character essential.
• Ability to build and maintain relationships.
• Willingness to learn and be able to work as part of a team.
• Customer service oriented with good problem-solving abilities.
• Excellent, professional written and verbal communication skills.

Entry requirements:

You need to have 5 GCSE’s:

• Maths and English (or equivalents) at grades D or above
• 3x GCSE’s grade A-C in any other subject

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.

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.

Find out more here:

https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx

Working week:

Monday - Thursday: 8.30am - 5:00pm,

Friday will be 8:30am-3:00pm.

37.5hrs a week.

Future prospects:

The company have a proven track record in taking on apprentices, leading to permanent positions within the company after successfully completing their apprenticeship.

Personal development is taken seriously, and the IT team will offer complete support throughout your apprenticeship offering you the opportunity to progress onto a permanent position in the company if you perform well during your apprenticeship.

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.