Service Desk Apprentice

Job Description

Service Desk Apprentice (Fixed-Term)Reference: APR20228374Location: UKHQ - The LodgeSalary: £21,622 - £23,987 Per AnnumBenefits: Pension, Life Assurance, 26 days Annual Leave (pro-rata)Contract: Fixed Term for 18 months, Full TimeAs a Service Desk Apprentice within the Technology Customer Services team, you will be responsible for providing first line support for all staff and volunteers at the charity in the day to day use of their IT equipment and business applications. You willwork both individually and collectively to support users by phone, face to face and through the call logging system. This is a fixed-term, full-time position for 18 months.Whats the role aboutAs part of a dedicated Technology Services function within the Digital Technology team this role is a vital finger on the pulse of how their technology is being used and where they have need for improvement; so the role holder must be able to demonstrate apositive can do attitude as this is often the first experience a user has of the department and your insight and experience will play a big part in their ability to improve their technology maturity and skill levels across the organisation.As a Service Desk Apprentice within the Technology Customer Services team, you will be responsible for providing first line support for all staff and volunteers at the charity in the day to day use of their IT equipment and business applications. You willwork both individually and collectively to support users by phone, face to face and through the call logging system.You will also assist the Senior Service Desk Analyst to carry out basic research and analysis of call trends identifying areas where service improvement or change is required and work with the Technology Customer Services manager to ensure that the userand their needs are represented in workforce experience strategic thinking.You will be able to communicate with users of all abilities and technological proficiency to understand and advise how best to resolve their issues, while having the support of the Senior Service Desk Analyst and the Run teams Senior and Systems Engineersto help overcome technical challenges and provide guidance and experience where needed.This is an exciting opportunity to shape and demonstrate how investment in this area can provide a step change in the use of business hardware and systems to help save nature and deliver a more technologically aware workforce.Essential skills, knowledge and experience:

• Good communication skills both written and verbal
• Ability to work as part of a team
• Self-starter with an eagerness to learn
• Good problem solver
• Excellent Customer Service Skills
• At least five GCSEs (or equivalent) at Grade C or above including Maths, English and either IT or Science.

Desirable skills, knowledge and experience:

• Knowledge of Active Directory, SCCM, Windows 10, Office 365 software packages and ability to understand other systems used at the charity with training.
• Basic analytical and problem solving capability.
• Ability to communicate clearly verbally and in writing to ensure effective reporting and customer service.
• Effective planning, organising and prioritising.
• Experience of and ability to understand and interpret the requirements of Customers
• Experience of working independently and resolving unforeseen issues and challenges
• A minimum of two A Levels (or equivalent)

Closing Date: 12:00, Wed, 25th May 2022They are looking to conduct interviews for this position from 16th May 2022.The organisation reserves the right to extend or make this role permanent without further advertising dependent on business needs at the end of the contract term.Application Process:To find out more information, please click the apply button. You will be taken to a simple CHM Recruit form and then redirected to the employers website where you can complete your application for this position.The organisation is an equal opportunities employer. This role is covered by the Rehabilitation of Offenders Act 1974.No agencies please.

Keyskills :
Communication SkillsCustomer ServiceProblem SolvingTechnology ServicesService Improvement