- Act as first point of contact between colleagues experiencing technical issues and Digital technology.
- Effectively manage calls/Tickets to a conclusion, with a goal of delivering a 'first-time fix'
- Ensure customer SLAs are met, or exceeded, by accurately logging incidents, service requests and problems onto Cherwell the ticket management system.
- Provide remote and onsite support.
- Ensure all tickets are clearly and accurately logged and that customers are regularly informed of progress throughout the lifetime of the fault or service request.
- Work with the rest of the service desk team, liaising with service owners and other DT teams to assist with fault management resolution.
- Proactively escalate Incidents to the responsible team when SLA targets are expected to be breached, or where technical or functional escalation is needed.
- Work co-operatively with team members and colleagues, contributing positively and constructively to the achievement of team and organisational objectives.
- Ensure all procedures are followed, and all centralised records, systems, and tools are maintained and kept up to date.
- Take proactive accountability and ownership of own actions and SD activity to ensure colleagues best interests are maintained.
- Develop relationships with customers to ensure exceptional customer service is always delivered.
- Complete wide variety of Service Desk tasks including creating new users.
- Identification of recurring issues and raising problem records for investigation.
- Take proactive responsibility for communication during major Incidents and provide updates as required by Service Management, and Service Desk Manager/TL.
- Excellent written and verbal communication skills
- Ability to manage multiple tasks.
- Good attention to detail
- The ability to work well under pressure.
- Good teamwork skills
- Proficiency of Microsoft Office
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Apprentice Service Desk Analyst - Glenrothes, United Kingdom - Raytheon Technologies
Description
Unspecified
Apprentice Service Desk Analyst
Glenrothes (Hybrid with a minimum of two days a week on
Summary of role:
Raytheon UK is looking for an individual with the desire to learn and enthusiasm to join our Design Technology team as an Apprentice Service Desk Analyst. This is a challenging role which will be highly rewarding and will launch a career in DT. The successful candidate will be assigned a permanent role and will work at our Glenrothes site. However, visits to other Raytheon UK sites may be required.
During the apprenticeship the successful candidate will:
Candidate Requirements
Essential
Candidates should have:
Desirable:
Technical work experience
Course Information & Eligibility
As an apprentice you will be fully supported to obtain an IT Support Professional SCQF Level 8' qualification (modern apprenticeship) qualification over 12 – 18 months. This course requires working 5 days a week and incorporating 2 hours out of the working week put towards completing coursework, this can be done onsite- 11 days (split into 1-, 2- and 3-day blocks) of mandatory virtual classroom training.
You must be aged between 19-24 to be eligible for funding. Relevant qualification (e.g. HND in Cyber Security) which shows you can handle the course requirements, however, if you have already completed an IT Support Analyst course, then you may not be eligible for the funding, so should be a relevant qualification, however not the same one we are looking to put you on.
It is required that applicants will have achieved a minimum of 5 GCSEs Grades A*-C/ 9-4 or above which include Maths and English subject and have achieved (or predicted to achieve) a minimum of 3 A Levels at Grade C or above. Applicants should be eligible to work in the UK and be able to successfully achieve MoD security clearance.
Throughout the apprenticeship the successful candidate will have responsibility for their own work packages which align to the requirements of the course. In addition, the apprentice will support the wider members of the team on more complex transactions. The apprentice will be part of a network of apprentices and graduates across the business with access to training, networking opportunities and business exposure.
Upon completion of the apprenticeship, the successful candidate will have the opportunity to join the Design Technology team as a Service Desk Analyst.
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