IT Service Technician Apprentice

DUTIES AND REPONSIBILITIES

Ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritising, documenting, and actively resolving end-user service desk requests and escalating incidents when considered appropriate and necessary to maintain user expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Proactively help teams across the BFI to use their corporate technology to work smartly and safely, improving productivity, collaboration, and security.

Operational Management:

• Build rapport and elicit problem details from service desk customers
• Provide first contact support for incoming requests, and prioritise incidents and service requests in a professional manner, aligned to our SLA
• Escalate incidents to a suitable technician when required. Work alongside other team members to triage service requests and incidents using an ITIL framework
• Record, track, and document the service desk incident-solving process within our ITSM ticketing system, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledge base as needed and provide suggestions for continual improvement
• Provide 1st line support resolution for Windows, MacOS and iOS-based devices and systems
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
• Provide on-site support on a rotating basis from any BFI hub
• Perform preventative maintenance, including checking of workstations, printers, peripherals, meeting rooms & AV equipment, and public-facing technology within our venue
• Organise and maintain our storage locations and keep our asset database updated
• Assist in the secure disposal of retired equipment and maintain accurate records
• Provide support for our Multi-Function Devices, including toner replacements, coordinating repairs and related software issues.
• Provide basic networking support, including patching, cable runs and diagnosing endpoint connectivity issues
• Assist in building, securing, testing and deploying end user hardware, and support the handover process to new and existing staff

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Initiative
• Patience
• Positive attitude
• Motivated
• Hard-working
• Willingness to learn
• Hardware and software
• Excellent time management

• English GCSE, grade C/4 + (Essential)
• Maths GCSE, grade C/4 + (Essential)