IT Services Apprentice

Job Description

The main purpose of the IT Services Apprentice is to provide outstanding customer service to our internal teams when they have problems/queries regarding IT whilst developing their own capabilities in role.The role holder will either perform 1st or 2nd line support to users based at any one of our locations, across the UK and Europe. They will gain experience of working in our Servicedesk, Application Support, IT Admin and Operations teams, giving them a great grounding in an IT Services department.Key responsibilities will involve:* 1st and 2nd line support - analysing prioritising and assigning end user issues in the IT Support Desk System* Troubleshoot desktops and servers for any hardware and software issues, troubleshoot network issues, troubleshoot user equipment such as iPhones, laptops, tablets.* Troubleshoot application faults by querying databases, checking log files and reproducing issues* Building, packing and distributing kit to our disparate user base* Take ownership of faults and managing them in a logical and methodical manner, and follow up the status of issues on behalf of the user and communicate progress in a timely manner.* 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* Create/disable user accounts and mailboxes, reset passwords, create groups, and assign permissions.* Escalate all unresolved cases to 3rd line support and to suppliers and vendors.* Contribute to new software rollout, hardware refresh, and network equipment upgrade.* Have working knowledge of the network layout and configuration in use within the organisation* Maintain and develop own knowledge and skills to assist with first time fault resolution.* Share knowledge with team colleagues by publishing knowledge base articles, participating in training and upskilling.* Apply the appropriate security policies to IT tasks in line with organisational requirements* Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras.* Documentation of processes and procedures for adoption within the departmentWhat were looking for:* Passes in GCSE English and Maths (4 and above/C and above in old grades)* Excellent communication skills, organisational skills, and issues ownership* Knowledge of core IT concepts - hardware, operating systems, security principles, etc* Excellent listening and communications skills* Willingness to learn* Keen eye for detail* Problem solver* Proactive* Ability to prioritise workload* Good understanding of Service Delivery* Competent with MS Excel and familiar with other MS Office productsThese elements would be ideal, but arent essential:* A practical understanding of ITIL principles* Experience of working on a busy Service Desk and/or Contact Centre* Experience in a technical role In return, we offer an excellent salary and benefits package with fantastic opportunities for progression in a growing business.This is a great opportunity to be part of an exciting forward thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 10 UK bases.Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!