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IT Service Desk Apprentice

QA Ltd
Job LocationNewcastle Upon Tyne
EducationNot Mentioned
Salary14,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Employer description:Established in 2006 in Newcastle UK, Tenth Revolution Group have rapidly grown into the global leader in Microsoft recruitment.With additional offices in London, Berlin, New York, San Francisco, Dallas, Melbourne and Singapore, we offer our Microsoft Partner and End User clients unparalleled access to the widest range of high calibre candidates.Overview:We are now looking for an eager candidate to join us as an apprentice.You will have the opportunity to gain valuable skills, knowledge and experience as you complete a Level 3 IT Azure Cloud Support Specialist Apprenticeship.The L1 Service Desk Engineer will provide first line technical support to internal staff.As the primary point of contact with our customers, the L1 Service Desk Engineers primary objective is to ensure that all incidents and requests are submitted via chat, email and telephonealso ensure they are logged and triaged appropriately using theincident and request fulfilment process in a timely manner in accordance with SLAs.L1 Service Desk Engineers will participate in a monthly IT on-call rota.Main responsibilities:

  • Responsible for logging and capturing all information in the Service Desk for all IT incidents & requests raised via email, telephone, chat or walk-up.
  • Respond to tickets raised by the Service Desk within SLA and KPI targets and agreed business priorities.
  • Ensuring correct triage of Service Desk tickets prior to escalation to other teams including 1st line troubleshooting and investigation, to aid First Time Resolution.
  • Providing remote support to Desktop PCs, Printers, Telephony systems & physical network assets across the FRG IT estate.
  • Providing regular updates to the customer regarding the status of their request
  • Participate in the IT on-call rota.
What we are looking for:Essential skills & experience:
  • Strong knowledge with Microsoft Office & Windows Operating Systems.
  • Ability to demonstrate a logical approach to troubleshooting.
  • A strong attitude and drive for a career in IT.
  • Enthusiastic, passionate and a can-do attitude.
  • Ability to work independently with a willingness to learn new technologies.
  • Proven experience in helpdesk/desktop support role, is highly desired.
Entry requirements:The entry requirements for this Azure Cloud Support Specialist programme are as follows:
  • 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
  • GCSE Maths and English (or equivalents) at grades 3+ (D or above)
  • Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.Find out more here:https://Qualifications/UKQRS/Default.aspxSalary:£14,000 per annum.Working hours:You will be working:Monday - Friday, 40 hours per week, on a shift pattern:
  • 7am-4pm,
  • 8pm-5pm,
  • 1pm-10pm (Working from home)
Future prospects:92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.Important Information:QAs apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

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