Apprentice Service Desk Analyst

As an Apprentice Service Desk Analyst you, will be the entry point for all requests and tickets, while also working closely other Service Desk Analysts to provide a cohesive experience for clients.

You will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely escalate.

During your 17 month apprenticeship you will be provided with the tools you need to succeed within the role and develop soft skills as well as technical skills.

Typical duties will include:

Provide the client facing interface for all support queries. Co-ordinate all support queries and requests. Maintain knowledge base for all encountered issues. Update clients on all stages of support calls, from logging, research, action plan, escalation to resolution. Publish client facing technical information such as best practice guides, FAQ's, etc. Provide reports and statistical analysis on issues reported and resolved for use by account management teams and technical teams. Provide a feedback loop to delivery and consulting teams for issues arising during project deployment Providing a point of contact and administration for in-house IT systems. Working to daily targets based around support queries. Ad hoc duties are required.

Training:
The apprenticeship training is a blend of face-to-face and online workshops, delivered weekly in 2 - 3 hour sessions. Face-to-face sessions will be delivered from Althaus HQ on Pride Park in Derby, whilst the remote sessions will be delivered over Zoom.

Training Outcome:
For someone looking to progress their role, the Apprentice Service Desk roles naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager.

Employer Description:
We were geeks before it was cool. Back in 2004, we launched our business with three team members from our Derby office with a simple aim – deliver powerful technology and IT solutions to customers with exceptional service. Years later, our workforce has vastly expanded and we’ve opened new sites and data centres all over the country. Our expertise in technology has seen our portfolio of solutions evolve for organisations of all shapes and sizes, but even with our progress, expansion and growth, we’re proud to have stuck by our principles – providing our customers with the tools to make change happen across the world.

Working Hours :
Monday to Friday, 9.00am to 5.00pm.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Analytical skills,Logical,Team working,Creative,Initiative,Patience