IT Support Apprentice

In this varied role, you will provide first line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

You will learn:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobile Devices, Laptops, PCs and Printers
• Troubleshoot basic network issues such as ADSL broadband issues
• Escalate unresolved calls to the infrastructure support team
• Log all calls in the Service Desk  Incident Management Software
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

Person Specification

• Excellent communication skills and telephone manner.
• Excellent organisational skills
• Some knowledge of Microsoft based operating systems
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• DBS Security Check required

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

• English GCSE or equivalent, grade 4/C Or above (Essential)
• Maths GCSE or equivalent, grade 4/C Or above (Essential)