The primary duty of the Service Desk Analyst (Apprentice) is to be the first point of contact for all technical support related client enquiries, requests and incidents raised via telephone, email and web.
- Provide first level support through taking calls and responding to emails
- Handle Incidents via the Incident Management Process
- Handle Requests via the Request fulfilment process
- Perform specified Administration tasks for Hosted customers
- Diagnose and resolve software, hardware, network and server issues with the BigHand software range
- Assist the Implementation team with BigHand software delivery, when necessary
- Ensure own cases are handled and clients updated according to established SLAs and thresholds
- Receive strong, positive customer feedback on a regular basis
- Although the majority of the role will be office based, on-site visits may be required on occasion.
- study with a technical background
- Is capable of hands on problem-solving, with the ability to generate ideas and solutions
- Has good general knowledge of computer technologies, hardware and software
- Keeps up to date with technology advancements, specifically with Microsoft desktop and server operating systems
- Has strong communication skills
- Has a proactive approach to finding solutions
- Has a positive attitude to dealing with people, with strong listening and questioning skills
- Has the ability to convey technical terms to a potentially non-technical audience
- Well organised with a thorough approach
- Is a good team player and well presented
- Has a keen attention to detail
- Is enthusiastic, energetic, open and helpful, with a can-do attitude
At least 5 GSCE’s, including English and Maths at GCSE grade C (grade: 9-4) or above.
92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.