Apprentice Service Desk Analyst

As a Service Desk Analyst, you will play a crucial role in supporting our business customers as a member of the Service Desk team.

Please note that this is an apprenticeship position and therefore anyone with more than six months professional experience working in relevant job role or who holds relevant professional qualifications or a tech degree will not be eligible.

You will also need to commit to completing a Level 3 Digital Support Technician Apprenticeship.

Your primary responsibilities will include providing technical support, troubleshooting issues, creating comprehensive documentation, and adhering to established ITIL processes to ensure the delivery of high-quality and responsive service to all business customers. Collaboration with team members to handle escalations and facilitate knowledge transfer will also be essential in this role.

Key Responsibilities

• Provide Technical Support: Respond to and resolve technical support requests from business customers, ensuring a high level of customer satisfaction
• Troubleshoot Issues: Diagnose and troubleshoot hardware, software, and network issues efficiently, utilising various tools and techniques
• Create and Maintain Documentation: Develop comprehensive and accessible technical documentation, ensuring it is kept up to date and useful for team members and users
• Adhere to Processes: Follow established service desk processes and procedures to ensure consistent and high-quality service delivery
• Collaborate with Team Members: Work closely with team members to handle escalations, share knowledge, and facilitate problem resolution
• Prioritise and Manage Support Tickets: Effectively prioritise and manage multiple support tickets in a high-pressure environment, ensuring timely resolution
• Utilise IT Service Management Tools: Use IT service management tools (e.g. Freshservice) to track and manage support requests and maintain accurate records
• Verify Issue Resolution: Ensure that technical issues are fully resolved and communicate resolution details to the customer

Some of the systems you may be expected to use, administer and help maintain on a daily basis include:

• Windows 11/ 10
• Active Directory / Microsoft Entra
• Microsoft Office 365
• Microsoft Azure
• Microsoft Intune
• Microsoft SharePoint
• Microsoft Teams
• Business Central / Dynamics 365
• Freshservice ITSM

Key Core Competencies and Skills Required:

• Wide knowledge of Windows 10/11 operating systems
• Excellent communication and customer service skills, both written and verbal
• Ability to collaborate and work well with others
• Ability to take ownership of work and see it through to completion, both alone and with a team
• Strong writing abilities for preparing readable, efficient and actionable technical and non-technical documentation
• Attention to detail
• Ability to remain calm and organised during major incidents, periods of high workload and urgent work
• Empathy of the needs of others, understanding that everyone has different abilities; finding a way to work in a friendly and helpful manner to accommodate said needs
• Experience with coding, programming, or scripting (e.g., PowerShell, Python, or similar) is desirable

Location: We are based in Peterborough (PE1 5DD) and although we offer hybrid working, this is at the discretion of the line manager and especially at the start of the apprenticeship, the apprentice must be willing to attend the office for 4 days a week. Therefore, the successful candidate is likely to have a commute of 1hr 15mins or less.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience

• 5 GCSEs (or equivalent) inc Maths and English GCSE, grade A*- C / 9-4 (or equivalent) (Essential)
• Computer Science and STEM subjects A Level, grade A - C (Desired)
• IT BTEC, grade Merit or Distinction (Desired)