IT Service Desk Support Apprentice

Introduction

Gain experience of providing 1st & 2nd line support to a range of clients, resolving issues and problems with customers' IT infrastructure, providing insight and proposing solutions to IT issues. You will work on a range of projects, including upgrades, migrations and implementations.

About the Employer

As a small company, we provide closer access to experienced engineers and leaders. Apprentices can benefit from a wider variety of responsibilities and more visibility within the business. The company focuses on Microsoft technologies and often supports staff in gaining Microsoft certifications.

Our culture is built around learning, collaboration and opportunity. We want apprentices to feel supported from day one, develop valuable technical and professional skills, and build a long-term career in a fast-growing technology business.

What You'll Do

• Learning many aspects of providing support to customers, including helping users who have technical issues or need help with supporting applications
• Dealing with alerts and automated system monitoring
• Ensure that all systems and services are proactively maintained, monitored and supported to ensure that we are meeting set SLA's
• Monitor the Service Desk email inbox to respond to support calls logged via email
• Answer telephone and complete support issues from initial contact to resolution. Log all calls in the relevant Call Logging system
• Provide 1st and 2nd line support on calls assigned by a service desk team member or other Support Engineer
• Escalate incidents when required to 3rd parties, external resources, or others
• Investigate, diagnose and troubleshoot a wide variety of problems with network and computer hardware, device drivers, operating systems and application server software
• Write up support calls and maintain documents and records to a professional standard; for example, Request for Change (RFC's),
• Customer Build Logs and Tech Docs
• Attend the site and carry out any on-site support work as required
• Provide excellent customer service by understanding the business drivers, taking proactive action and providing clear communication

Training Outcome

Guaranteed job opportunity once completing the apprenticeship and qualifying. Many apprentices move into roles such as:

• IT Support Engineer
• Cloud Engineer
• Infrastructure Engineer
• Cyber Security Analyst
• Technical Consultant

Skills Required

• Problem solving skills
• Logical
• Team working
• Patience and empathy
• Friendly and approachable

Qualifications

• Essential - GCSE - English - 3+ (A-C)
• Essential - GCSE - Maths - 3+ (A-C)
• Desired - GCSE - Any subject - 4+ (A-C)

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday, 9am - 5:30pm

Expected Duration: 1 Year 5 Months

Training Provider: QA LIMITED