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IT Support Services Apprentice

Employer description: 

Welcome to DDI—a global leadership-consulting firm that helps organizations hire, promote, and develop exceptional leaders. From first-time managers to C-suite executives, our commitment is to be by your side to help you tackle leadership challenges that impact your 480-minute workday. We invite you to spend a few minutes getting to know us, and our approach to leadership. 

Vacancy overview: 

The Support Services Technician reports to the EU Solutions Consultant and is responsible for: 

  • Documenting and resolving problems experienced by employees and contractors in Europe who use our corporate systems, services, hardware and software 

  • The deployment and administration of DDI’s desktops, laptops and mobile phones 

  • Level I and II support provided through a variety of local and remote methods, and via on-site visits to local and European offices 

All work performed by the Support Services Technician is aimed at meeting the needs of the consumers of our technology products and services in a proactive, caring, prompt and efficient way, maintaining the highest possible levels of customer satisfaction. 

Main role and responsibilities: 

  • Support corporate desktop and laptop computers and related devices, collaborating with individual and departmental users and internal/external service providers/vendors as needed.

  • Install/uninstall, configure, upgrade, administer, troubleshoot and train users in the use of corporate desktop and laptop software.

  • Manage issues within Service Level Agreement guidelines, acting as single point-of-contact for users and providing follow-up contact to users for open issues each business day until resolution.

  • Communicate clearly, quickly and effectively verbally and by email with internal customers regarding status of systems, services, and escalated issues.

  • Maintain confidentiality and security of data as specified by corporate policy and legal requirements.

  • Provide the physical and organisational assistance required for moves, ads and changes with respect to computer and associated equipment.

  • Identify sources and trends of technical problems and recommend improvements to our technology products and services in order to prevent future occurrences.

  • Monitor team queue for new issues, and utilise ticket management software to appropriately document issues.

  • Maintain departmental documentation relating to support procedures.

  • Provide occasional after-hours and weekend remote support as required.

  • Perform other duties as assigned. 

Additional responsibilities may be added from time to time as part of the career development program, such as: 

  • Write and publish technical notes to expand and improve our knowledgebase, FAQs, and other technical information available to internal customers

  • Reengineer and where possible automate support-related processes to reduce the turnaround time for resolving support requests, improve the quality and effectiveness of our responses, increase efficiency, etc.

  • Attend courses and sessions to improve technical and professional skill sets 

Desirable skills:  

  • Any previous IT experience 

  • Attention to detail 

  • Willing to travel occasionally to offices around Europe 

  • Ability to take initiative 

Personal qualities: 

  • Team player 

  • Self-motivated 

  • Excellent time management 

Desired qualifications: 

  • 5 GCSE's at Grade C and above including Maths/English 

  • Any IT related courses/programmes 

  • Any self-study in IT/Computers is highly desirable 

Future prospects: 

  • Experience across a wide range of established technologies 

  • Opportunities for growth beyond 1st& 2nd level support roles into projects 

  • Regular travel to main EU offices in Paris and Dusseldorf 

  • Integration into a broader, global support team 

  • Central London location 

  • A strong, supportive, welcoming culture 

  • Generous Employee benefits package 

Important Information: 

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. 

IT Support Services Apprentice

Apprenticeships, Advanced Apprenticeship

Published on 29 May 2020