IT Service Desk Analyst Apprentice (Fittleworth Medical)

The Immutable Principles are timeless guideposts that define what it means to be an employee at Fittleworth. We strive to embody these qualities in our actions as individuals and as a company.

Dignity of the Person: Our employees, indeed, all people, have dignity and intrinsic value independent of the work they do. We treat each other, with respect. We vigilantly strive to meet the needs of those who use our products and services. In the process, we make life more rewarding for them and we ourselves become better human beings.

Service: We serve those who use our products and services, our other customers, each other, and our communities, all with humility, compassion, and perseverance.

Integrity: Integrity is at the heart of how we do business.  The ethical way is the only way. We are open and truthful, treat others justly, and do the right thing even when it is difficult.

Stewardship: We have been entrusted with an independent and employee-owned company. As stewards of that trust, we are guided by the policies and principles of our founder, John Dickinson Schneider, to ensure that Hollister continues in perpetuity as independent and employee owned and that as the company grows and prospers, it remains financially strong. 

As an integral part of the Fittleworth team, your role as an Apprentice IT Service Desk Analyst, is to work closely with the members of the IT Team to ensure the effective and timely resolution of end-user issues; whilst creating and maintaining the self-service section of the Service Desk.

Your duties and responsibilities in this role will consist of:

• Setting up new PC's, installing, configuring and supporting computer hardware, software, operating systems and applications.
• Setting up new users to the network and de-activating leavers.
• Logging support requests and managing the ticketing system.
• Coordinating tests and troubleshooting with internal customers to resolve technical faults, and where necessary providing training and advice.
• Producing and maintaining IT statistics, reports, checklists and other documentation as required.
• Assist in the upkeep and maintenance of IT inventory.
• To set up, maintain, and organise repairs for various computing, audio, visual and telephone equipment.
• To maintain high standards of computer security and safety in line with the Company’s IT Procedure.
• Taking ownership of and working proactively on support queries; developing the skills to complete resolution of incidents where possible.
• Escalating any issues to second line support where necessary.
• Support and assist in other areas of the IT Team as required on an ad-hoc basis.
• Continually look for, and suggest, ways we can improve the service we provide to the wider business.
• Actively promote Fittleworth to internal and external customers, carrying out all duties in an efficient, professional and courteous manner.
• Establish and maintain effective working relationships with co-workers, supervisors and external contacts.
• Demonstrate the Fittleworth Way Values within the business at all times.
• Professional Development.
• Throughout the 18-month contract to work towards obtaining Level 3 ICT qualification.
• Attend any further training as required.
• Regularly maintain and update a personal CPD.

• Communication skills
• Problem solving skills
• Logical
• Initiative
• Good computer literacy
• Knowledge of Microsoft Windows
• Troubleshooting skills
• Analytical thinker
• Numerical skills
• Effective collaborator
• Interpersonal skills
• Ambitious
• Positive team player
• Can do attitude
• Customer focused
• Service driven
• Self motivated
• Ability to take ownership
• Personal integrity
• Professionalism
• Ability to show resilience

• (or equivalent professional experience) A Level, grade (A*-C/9-4 or equivalent) (Essential)