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Service Desk Analyst Apprentice - Hull, United Kingdom - QA Ltd

QA Ltd

Verified Company

Hull, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Employer description:

Cabot are an ever-evolving company where improvements to processes, systems and working practices are continually strived for, and this role is crucial to both the department and wider company's success.

Overview:

As Cabot moves to a shared services business support model, we are now looking to recruit an enthusiastic Service Desk Analyst to join our vibrant service desk team in either the Kings Hill, Telford or Worthing areas.

Ensuring that we deliver consistent, well defined and speedy resolutions to our internal customers is key.

Job purpose:

Reporting to the Service Desk Team Leader, the purpose of this role is to provide premium first line hardware and software customer focused support to colleagues at all levels across the organisation, whilst ensuring that all IT and InfoSec Policies areadhered to.

We are looking for a well organised team player who is analytical and good at solving problems.

Key Accountabilities & Responsibilities:

Gather appropriate information from colleagues in order to comprehend issues, queries, or complaints
Work to SLA thresholds for incidents and requests, prioritising and managing workload effectively, managing several open Incidents and Requests simultaneously
Provide the appropriate support and guidance regarding IT and InfoSec policies to our colleagues across the organisation
Ensuring that the correct Service Desk process and procedures are always followed, whilst balancing the needs of our impacted colleagues
Providing Remote support to colleagues who are currently working from home, or in the office, including following prescribed checks on home workstation setups, and reporting findings to line managers
Assisting the creation, update and validity checking of appropriate knowledge base documentation, to ensure that every colleague receives a consistent approach to resolving their issue/delivering on their requirement
Providing appropriate support and cover to the User Administration team
Ensure confidentiality of all users and customer data at all times
Log tickets and track all time spent on resolving issues, in a methodical logical manner

What we are looking for:

Knowledge & Experience

Previous experience of providing high quality and timely First Line Support to a similar sized user base.
Experience with Corporate office systems including Office 365, Printers, Desktop/Laptops and Mobile Devices.
Strong analytical skills with excellent attention to detail and high standards.
Selfmotivated and able to work off of your own initiative.
Ability to hit the ground running and get up to speed quickly.
Good understanding of the importance of IT management controls, processes and procedures in the delivery of service.
Understanding of legislative and regulatory influences applicable to the credit and finance sectors.
A recognised qualification in an IT related discipline.
ServiceNow experience would be beneficial but not essential.
Able to work collaboratively within the team to deliver on accountabilities and responsibilities.
Excellent communication skills, both in person and in writing.

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:

Salary:

£20,000 per annum (With Additional Bonuses)

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.