IT Service Desk Technician Apprentice

Restore Digital is offering an exciting opportunity for an individual to join our team as an IT Service Desk Technician Apprentice. This role serves as a great stepping stone towards a successful career in IT within Restore Digital.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

Responsibilities

• Communicating with our customers using various medium such as telephone, e-mails and face-to-face
• Translating customer-reported issues into documented incidents and service requests on the business’ ITSM tool
• Carry out Service Desk related duties to ensure incidents are resolved within the required timescales
• Log all calls and resolutions to the service desk logging system
• Provide first line technical support, answering support queries via phone, email and ticketing system
• There are also a range of administration duties within the role

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Requirements

• GCSE in:
  • 3 of any subject (grade 4+ (A* - C))
  • Maths & English (grade 3+ (D or above))
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

What you'll learn

• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• Apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades, either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
• Identify and scope the best solution informed by the system data associated with the task
• Test and evaluate the system's performance and compliance with customer requirements.
• Escalate non routine problems in line with procedures
• Use basic scripting to execute the relevant tasks for example PowerShell, Linux
• Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
• Apply the necessary security, in line with access and/or encryption requirements
• Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
• Test and evaluate network environments
• Monitor performance and usage of a network
• Deploy applications on a network
• Set up storage and data access for staff
• Apply necessary security measures, in line with access requirements to a network
• Carry out routine maintenance across network systems, ensuring organisational compliance
• Monitor network-related workloads including DNS and firewalls
• Install or undertake basic upgrades, either physically or remotely
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
• Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy