IT Service Desk Apprentice - Salford, United Kingdom - QA Ltd

QA Ltd
QA Ltd
Verified Company
Salford, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Employer description:
Oasis Community Learning was established in 2004. We believe in transforming learning, lives and communities through the development of our Academies within Oasis Hubs.

Oasis Academy John Williams is a 'Good' secondary school serving students aged 11-16 in the Hengrove area of Bristol.

We are inclusive of all and are dedicated to creating an outstanding learning environment for all of our young people.


Overview / Purpose of the position:

To provide 1st Line hardware and software support, incident management, call logging, asset management, general IT administrative and other IT facility services as part of a Service Desk within the IT Services Department.


The team's function is to provide staff, pupil and external customers support for all aspects of an IT infrastructure, including Networking, Server, Desktop & Laptop Hardware (Tier 1 Products) and Software.


Main responsibilities:

  • To respond and resolve requests for IT support in line with the IT departments SLA agreement.
  • To ensure that all work is carried out in line with Oasis IT policies and procedures.
  • Perform daily checking tasks that are specified for the different shift patterns.
  • First point of contact for customers, via telephone, walks ins etc.
  • First point of response to phone alert for service incident breaches.
  • To initially provide as much 1st line support over the phone or at the point of desk that your experience will allow, gathering all relevant information before escalating.
  • Escalate calls where needed to a more experienced 1st line support person or the 2nd line support team.
  • Logging calls with 3rd party vendors and liaising with suppliers.
  • Management of own incident call queue (i.e. call routing, call updating, and call resolution) using OCMS call manager system, in line with the set SLA and KPi targets.
  • Administration of User accounts, reset passwords, assign permissions and manage group policies using Active Directory.
  • Administration of the Cisco Telephony system currently Cisco Call Manager and Zeacom.
  • Supporting users face to face and over the phone using remote access tools.
  • Visiting Academies in order to provide technical support and ad hoc project tasks.
  • Installing software, configuring PC's and laptops, and basic troubleshooting.
  • Patching in users to the network and telephone system.
  • Producing new technical documentation and making changes to existing documentation.
  • Creating and imaging laptops and PCs using WDS (Windows Deployment Services) with the latest company image of technologies such as Windows 10 and Office36
  • Creating and updating assets into the asset management database.
  • Creating VLAN's within the Oasis Group on networking equipment.
  • Configuring mobile equipment such as iPads, iPhones and HTC's to the Exchange Server.
  • To monitor the call queue and ensure that calls are updated by yourself or by other technicians in a timely manner and also to notify technician's and\or managers if they are not.
  • Basic printer maintenance.
  • Troubleshooting hardware such as printers, scanners, laptops and PC's.
  • To complete additional ad hoc tasks as and when required.
  • To keep the working area clean & tidy at all times.

Desirable skills:

  • Good verbal and written communication skills
  • Ability to multitask
  • Ability to problem solve
  • Enthusiastic approach to customer service
  • Strong interest in IT
  • Experience working within IT or an Educational environment

Personal qualities:

  • Team player
  • Selfmotivated
  • Proactive learner
  • Energetic

Entry requirements:

The entry requirements for this Azure Cloud Support Specialist programme are as follows:

  • GCSE Maths and English (or equivalents) at grades 3+ (D or above)
You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.


Find out more here:

Future prospects:

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.


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.

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