It Service Desk Engineer Apprentice

About the role

IT Service Desk Analyst 🚀

Are you a tech-savvy problem-solver looking for a dynamic role? We're seeking an IT Service Desk Analyst to join our team and be the first point of contact for our users! 💻

What you'll do:

• Embrace ITIL best practices to manage and resolve incoming IT incidents and requests. 🤝
• Respond to users via phone, email, and our end-user portal, ensuring swift and helpful solutions. 📞📧
• Escalate complex issues to our 2nd and 3rd line support teams when needed. ⬆️
• Deliver exceptional customer service, aiming for consistently high satisfaction levels. ⭐
• Accurately record user identification and detailed incident information. ✍️
• Perform initial analysis to determine the best course of action for reported issues. 🤔
• Prioritize and schedule tasks effectively to ensure timely resolution. 🗓️

What you'll bring:

• A passion for technology and helping others.
• Excellent communication and interpersonal skills.
• The ability to work efficiently and accurately.
• A proactive and problem-solving mindset.

Join us and make a real impact! ✨

Key responsibilities

• Handle incoming incidents and requests via telephone, email, or end-user portal.
• Escalate incidents to 2nd and 3rd line teams as required.
• Display excellent customer service and maintain outstanding satisfaction levels.
• Record end-user identification and incident details with accuracy.
• Carry out initial analysis, prioritisation, and scheduling of incidents and requests.

Entry requirements

GCSE in: (3 of any subject (grade 4+ (A* - C)), Maths & English (grade 3+ (D or above)))