IT Support Analyst Apprentice

The Support Analyst is a key position. You will be the public face of our support department providing our customers with a 1st class service. You will be organising and prioritising IT issues, diagnosing and solving technical issues. Maintaining IT equipment and processes.

Your duties and responsibilities in this role will consist of:

1st point of call for all Support related issues Responding to support calls within strict SLAs and ensuring customer satisfaction Handling support calls and escalations from end users Building/repairing workstations Carrying out any initial troubleshooting Escalating tickets to 2nd and 3rd line support where necessary Attending customer sites to resolve issues which cannot be handled remotely Preparing and configuring customer equipment as required Ensuring the smooth day-to-day running of IT Support Maintenance and administration of Windows Desktop environment, including all features such as: Troubleshooting desktop issues Networking connectivity Installing and managing software Basic software and hardware trouble shooting Lead project teams to help deliver and support IT changes where needed Following reasonable requests from your Line Manager

Training:

Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.

Successful completion of this apprenticeship gives you an accredited Level 3 IT Support Technician, with training in how to:

Install and configure relevant software and hardware as appropriate, for example: mobile apps, printers, projectors, scanners and cameras Address IT issues by prioritising in response to customer service level agreements Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets Support the rollout of upgrades or new systems or applications

For a full list of programme modules visit: velocity-pt.co.uk

Training Outcome:

To be part of a growing business which offers long term security, the opportunity to progress into a permanent position whilst learning about all areas of the business and how we support each other.

Employer Description:
ZiAAS is a trusted IT Managed Service Provider (MSP), offering a wide range of solutions to help organizations excel in the digital age. With expertise in IT support, Platform and Application management, Cyber Security, Life Cycle Asset management, Cloud Services, and more, we can help customers navigate the complex landscape of technology and drive their business forward.

Working Hours :
Monday to Friday 9am to 5pm.

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