Apprentice IT Service Desk Analyst

OverviewWe are looking for a Service Desk Analyst Apprentice to join our busy IT Department based in our Lutterworth Head Office. The Service Desk operates and maintains desktop, laptops, mobile phones, printers, and other IT related hardware to ensure that the user base is getting the most effective IT experience to enable them to carry out their job roles effectively. We''re looking for you to develop into role so that, in time, you gain the necessary skills to become an experienced Service Desk Analyst and can have the opportunity to progress in other IT job roles that may be of interest within the department.

Responsibilities

Working towards IT technical accreditations. Appropriate training will be provided as necessary

As an IT Apprentice, you''ll be working closely with our 1st, 2nd, and 3rd line support teams

Be the 1st point of contact for logging tickets and resolving both hardware and software issues relating to PCs, laptops mobile devices and other IT related hardware

Provide excellent end-user support via the telephone, email system, call logging system (ServiceNow) and use of Microsoft Teams collaboration tool

Creating new user accounts for new starters and ensuring their mobile device and laptop/PC are set up correctly for them before they join

Proactively manage updates to end-users with Incident/Requests statuses through to resolution

Imaging PCs and laptops, and ensure there is a pool of spares available

Produce documentation such as user guides and knowledgebase articles

You will have a keen interest in IT and must be able to work as part of a busy support team

Work to stipulated SLAs with our users and you will be responsible, after training, for the quality of information logged into our Service management system

Work as part of a team with 2 other Service Desk Analysts

IT equipment asset management and inventory controls and monitoring

Keep and maintain a safe and tidy working environment

Work closely with users from other departments and build relationships, both internally and externally

Qualifications

Grade C or equivalent in Maths and English required for the role

Possess excellent communication skills both verbal and written

Able to work to tight deadlines

Highly organised individual

Benefits

Competitive Salary

25 Days annual leave plus bank holiday

Westfield Health Cash Plan

Auto Enrolment Pension scheme

Life Assurance

Lifestyle Benefits - discounts on selected high street ..... full job details .....