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Apprentice IT Service Support Analyst – Level 3

Salary: £20,343

This is a fantastic opportunity to be part of a team that plays a key role in supporting the IT Operations department to transform the way we deliver services, making a real difference to how the IT provision can become the enabler in the delivery of service.

We are looking for an apprentice who is motivated, enthusiastic, an articulate individual who is both confident working as a team player and individually, has the right attitude and responsibility to communicate to customers at all levels and someone who has a keen interest in technology and helping people.

Reporting to Service Desk management, the successful applicant will be responsible for providing effective and supportive 1st and 2nd level support to our customers.

Over the course of your apprenticeship you will learn how to capture critical information, troubleshoot, diagnose, resolve, monitor and deliver against service-level targets within the IT Service Desk function.

The role

You will work closely with colleagues to build confidence in and gain an understanding of the services we provide and how our users are supported.

As you progress in the role you will be required to carry out 1st and 2nd level customer support, incident resolution, technical support and advice through taking calls and handling the resulting incidents or requests using the approved incident management and request fulfilment processes as identified by the service-level agreement.

You will take ownership of incident and request tickets to accurately diagnose, seek a technical solution and achieve first-fix resolutions within the agreed service targets. You will apply technical knowledge and skills in diagnosing a root cause and resolving incidents.

The ideal candidate will be looking to develop their customer service and technical skills in this operational role and be keen to participate in a 22 month apprenticeship to learn a broad range of skills necessary to progress their career in IT.

Essential Skills and Behaviours

• Demonstrable interest and enthusiasm for IT
• Excellent customer service skills
• Keen attention to detail with time management and organisation skills
• Able to work individually and as a team member
• Able to apply analytical thinking for identifying problems
• Able to deal with change and competing demands
• Able to work under pressure and to agreed deadlines

Academic Qualificationscust

• Candidates will have achieved a grade C or above in at least 5 GCSEs including English, Mathematics and a Science or Technology subject

Candidates who have an existing Level 3 IT qualification are not eligible to apply

Closing date: Wednesday 4th August at 23.55pm

Apprentice IT Service Support Analyst – Level 3

London Borough of Richmond upon Thames, UK
Advanced Apprenticeship
££20,000 - £25,000

Published on 22 Jul 2021

Deadline 4 Aug 2021

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