We help organisations use technology to achieve their long-term goals and objectives. As an IT solutions provider specialising in the development of simple and secure IT, we enable organisations to collaborate to meet their objectives and to grow. Our services span end-user computing, data centre services, security and more.
We are looking for someone to join our service desk team in our attractive offices, and form part of a small but lively development and support team. Full training will be provided, and there will always be possibilities for career development in this expanding business.
Main duties [will include but will not be limited to:]
- Acting as an initial point of contact for external and internal customers providing support to users; ensuring that all communications to the desk, phone calls, e-mails etc. are answered promptly and in a professional and courteous manner.
- Provide alert/event management utilising a suite of monitoring tools
- Follow agreed procedures and local work instructions (LWI) to enable effective service and support delivery responsibilities across a number of IT service functions in accordance with agreed SLA’s and KPI’s.
- Responsible for general incident management ensuring customers are provided with regular updates, and progression is made in line with Service Level Targets.
- Ensuring that all actions and diagnostics performed within life-cycle of incident is recorded accurately in the Service Management Tool and that the incidents/tickets are escalated to the 2nd Line Support team where appropriate and in a timely manner.
Who should apply:
- Someone who has excellent time management and organisational skills
- Someone who has a flexible approach to work at all times and the commitment to ensure tasks are completed to a deadline.
- Someone who is able to respond quickly to changing priorities and work unsociable hours.
- Someone who has the ability to produce clear and concise working processes and procedures
- Passion about Service Delivery
- Analytical & problem solving skills
- Excellent time management & organisational skills
- A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline
- Able to respond quickly to changing priorities
- Ability to produce clear and concise working processes and procedures.
- Ability to work proactively, under one’s own initiative
- Keenness to learn and progress professional career
- 5 GCSE’s, grades A*-C/9-4 or equivalent (including English Language and Maths)
Working week / Current shift pattern:
- 4 on 4 off – 12 hour shifts
- Shift pattern: 4 x 12 hour day shifts, followed by 4 days off, followed by 4 x 12 hour night shifts, followed by a further 4 days off, etc.
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.