IT Service Desk Apprentice

Answer client calls and raise support tickets Triage tickets that come through to the service desk Take ownership of users’ issues and identify appropriate solutions to resolve service incidents and requests yourself or through escalation channels Provide onsite support if/when required Provide users with regular communication on the progress of investigations and planned solutions for their tickets Work closely with the wider Service Desk team to provide tier 1 support, ensuring assigned calls are responded to, diagnosed, and resolved swiftly Perform proactive maintenance on customer infrastructure where required Document internal and customer processes and procedures related to duties and responsibilities Monitor and triage service alerts on all dashboards Understand The 848 Group’s customer and Internal processes Keep up to date on new technology trends Manage your workload to ensure cases and requests are dealt with in line with the client contract and 848 processes Ensure all managed service policies and procedures are followed Tier 1 out of hours support (as/when required)

Training:
An apprenticeship is made up of 80% practical work experience and 20% online learning and training

Training Outcome:
There is a full-time role available at the end of the apprenticeship for the right candidate, and an opportunity to progress onto a Level 4 programme

Employer Description:

The 848 Group Ltd is a strategic IT Managed Services Provider (MSP) and cloud consulting firm. They specialize in digital transformation, cyber-security, and enterprise solutions for regulated industries, operating primarily as a Microsoft Certified Solutions Partner. 

Working Hours :
Normal hours of work will be based on a rotating shift pattern between 08:00 to 18:00, Monday to Friday. Example shifts are 08:00 to 16:30, 08:30 to 17:00, 09:00 to 17:30 and 09:30 to 18:00

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