The Apprenticeship Guide
IT Service Desk Engineer Apprentice
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IT Service Desk Engineer Apprentice - Job Ref: 8321798
Location: Islington House, Brown Lane West, Leeds, West Yorkshire, LS12 6BD
Salary: £17,000 per annum
Position Type: Apprenticeship - Advanced apprenticeship: level 3
About the Role
Your responsibility will be to provide 1st line support to internal and external customers. Being the first point of contact, we want someone who will make a great impression and help resolve any incidents, where possible. You will have the ability to take responsibility for faults and work requests, and proactively seek resolutions for customers while keeping them informed of progress.
Responsibilities
- Adopt ITIL best practice, to handle incoming incidents or requests to the Service Desk via: telephone, email or end-user portal to ensure courteous, timely and effective resolution of end user issues
- Escalate incidents where required to 2nd and 3rd line teams
- Display excellent customer service and maintain outstanding customer satisfaction levels
- Record end user identification information
- Record incident details with a high level of accuracy
- Carry out initial analysis on incidents and requests to assess appropriate next steps
- Prioritise, schedule and escalate incidents as and when required
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Required Skills
- Excellent communication skills and telephone manner
- A self-motivated achiever who gains satisfaction from providing excellent customer service
- IT-literate with skills in the use of Microsoft Office applications such as Word, Outlook, and Excel
- A keen interest in IT and the ability to work as part of a busy support team
- Ability to build relationships with both internal and external customers
Entry Requirements
- 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
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.
If you hold international equivalents of the above qualifications, at the time of your application, you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
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For more information, please visit the UK ENIC website.
Benefits
- 3 Training Days every year
- 2 paid Charity Days each year
- 25 days’ holiday per annum (rising to 28 days after 5 years)
- Defined contribution pension plan with matching contributions up to 4% of basic salary
- Life Assurance (4x your basic salary)
- Permanent Health Insurance (after a qualifying period)
- Season ticket loan
- Corporate gym membership
- Cycle to work scheme
Future Prospects
90% of QA apprentices secure permanent employment after completing this apprenticeship: this is 20% higher than the national average.
About QA
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
Interested? Apply now!
Job Ref: 8321798
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