Service Desk Apprentice - Exeter, United Kingdom - Exeter College ApprenticeshipsTimewade Ltd

Description

As Service Desk Analyst, your primary role will be to provide remote reactive technical support across our South West client base.

List of duties:

• Resolve support calls in first instance or liaise with 3rd party IT suppliers and internal colleagues.
• Provide regular communications of ticket progress with end users
• Liaise with and monitor 3rd party suppliers to ensure they are progressing our client's issues efficiently.
• Administration of user accounts & shares.
• Monitor and maintain backup & security software.
• Actively identify frequently logged support calls and make recommendations for IT service improvements or user training requirements.
• Write workflows & technical guides to ensure knowledge is shared for repeating tickets, enabling other members of the team to resolve the same issues as quickly as possible - reducing reactive time per ticket.
• Ensure technical documentation of clients are up to date with any new information gathered during reactive support
• Ensure the service desk ticketing system is always up to date and accurate with notes of all communications - yours and others.
• Promote the benefits of our standards and best practices to all clients.
• Communicate technical information to non-technical users in plain English

Hours: 40.00 per week


About the employer:
We are a passionate team that delivers brilliant results. Our people are experts in their fields and take pride in the quality of their work.

Based in Exeter, with clients across the UK, it is our combination of brilliant people and technology expertise that allows us to deliver outstanding results.

Requirements and Prospects:

• Operate safely and securely across platforms and responsibilities maintaining the security of personal data
• Communicate with all levels of stakeholders
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Works professionally, taking initiative as appropriate and acting with an ethical approach
• Communicates technical and nontechnical information in a variety of situations to support effective working with internal or external stakeholders
• Demonstrates a productive and organised approach to their work
• Selfmotivated

Progression to technical alignment (on client site audit works)

or

Progression to Project specialist (on client site deployment of new solutions)

Progression to Centralised Services (internally based, platform and administration of changes to all supported clients)


Training Provided:
One day at Exeter College during term time working towards the Level 3 Information Communication Technician apprenticeship.


Additional Information:
GCSE 4/C (or equivalent qualification) in Maths & English