1st Line IT Apprentice

Answer incoming support calls in a professional and helpful manner Log, categorise and prioritise incidents and service requests accurately Provide first-line fixes for common user issues Follow agreed processes and knowledge articles to resolve tickets efficiently Escalate issues to the appropriate team when a first-line fix is not possible Keep users updated on the progress of their tickets Assist with basic event management activities, including reviewing alerts Maintain accurate records within the ticketing system Support the End User Team with day-to-day operational tasks Learn and develop technical knowledge through hands-on experience, training and mentoring Deliver good customer service and represent the Operations department positively Any other duties reasonably required by your line manager

Training:

Remote learning, around 3 days per month.

Training Outcome:

We have a clear track record of promoting apprentices into 1st Line Helpdesk roles on completion of their apprenticeship. 

Employer Description:

We’re experts in solving complex business problems through intelligent and secure IT implementation that protects and transforms organisations, helping them to grow. We embrace innovation and drive change, bringing new ideas, new technologies and new ways of thinking as a trusted IT partner. With 26 years of experience, we partner with companies across the public and private sector to deliver data centre, cyber security, cloud, data and analytics, network services and managed services solutions. Our highly accredited and experienced engineering teams combined with our strategic relationships with partners such as Microsoft and Cisco, mean that our customers trust us to simplify the complexity of IT and deliver benefits that make them more agile, competitive and resilient. Our vision is a world in which technology makes lives easier, society fairer and our planet greener.

Working Hours :
The role will operate Monday - Friday on a two-shift rotation, covering 7.00am - 3.30pm and 10.30am - 7.00pm as required.

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