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Service Desk Analyst Apprentice

Just IT
Job LocationMiddlesbrough
EducationNot Mentioned
Salary15,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

To perform the activities associate is required to be the first point of contact for all IT related issues, to ensure that all incidents and requests follow processes and are logged in the ITSM tool. You will have to minimise the impact of IT incidents byresolving first time where possible.Vacancy DescriptionDuties include:

  • Work as part of the 24x7 Shift system on the IT Service Desk.
  • Receives and handles requests for service, following agreed procedures.
  • 1st line support: troubleshooting of IT related problems.
  • Promptly allocates calls as appropriate.
  • Logs incidents and service requests and maintains relevant records.
  • Identifies and classifies incident types and service interruptions.
  • Records incidents cataloguing them by symptom and resolution.
  • Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
  • Monitoring queues to ensure SLAs are maintained.
  • Assigning the tickets which are out of scope to Service Desk/Other Teams.
  • Coordinating tickets that cross organizational boundaries to ensure customer satisfaction.
Desired Skills
  • Strong organization skills and ability to multi-task and prioritize work.
  • Excellent communication skills with the ability to work with executive staff members both internally and externally.
  • Ability to deliver engaging, polished, and professional presentations to internal and external audiences.
  • Excellent written and verbal communication and presentation skills.
Personal Qualities
  • Self-motivated.
  • Ability to work under pressure both within a team and as an individual.
  • Excels within a multi-tasking environment.
  • Co-operative and flexible team player.
  • High integrity.
Desired Qualifications
  • Must be a Graduate. B.Tech/B.E or any other technical degree preferred.
  • Good to have experience in customer support.
  • Preferred MCP/MSCE/MSCA certification.
Future ProspectsTech and digital professionals in London earn an average salary of £52,500 per year, so this Apprenticeship could be the start of a very promising and profitable careerAfter the Apprenticeship:
  • Over 90% of our Apprentices move on to permanent full-time employment in the tech industry. There are also opportunities to extend your training with a higher-level Apprenticeship programme.
  • Just IT have already helped over 1000 people start their tech and digital careers with an Apprenticeship.

Keyskills :
Technical SupportTroubleshooting

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