It Service Desk Engineer Level 3 Apprenticeship

About the role

🚀 Launch Your IT Career with QA! 🚀

Ready to dive into the tech world? 💻 This is your chance to kickstart your IT journey with a hands-on Service Desk apprenticeship! You'll be supporting customers, smashing technical challenges, and earning a recognised qualification all while you learn and grow. 🌱

What You'll Be Doing:

• Be the First Line of Defence: You'll be the go-to person for internal and external customers needing tech help. 🤝 Make a stellar first impression and help sort out any tech glitches!
• Own the Fix: Take charge of user issues and requests, finding solutions and keeping everyone in the loop. 🗣️
• Master the Service Desk: Handle incoming issues and requests via phone, email, or our portal, making sure resolutions are speedy and awesome. ⏱️
• Team Player: Escalate complex problems to our expert 2nd and 3rd line teams when needed. ⬆️
• Customer Champion: Deliver top-notch customer service and keep those satisfaction levels sky-high! ✨
• Detail Detective: Accurately log customer info and incident details. 📝
• Problem Solver: Analyse issues to figure out the best next steps and prioritise tasks. 🧠

Your Skills & Vibe:

• Communication Superstar: You've got skills! 🗣️ Excellent communication and a friendly, professional phone manner are a must.
• Motivated Achiever: You get a buzz from helping people and delivering awesome service. 🎉
• Tech Savvy: You're comfortable with computers and know your way around Microsoft Office (Word, Outlook, Excel). 💡
• IT Enthusiast: You've got a genuine passion for technology and love being part of a busy, dynamic team. 🚀
• Relationship Builder: You'll work with different teams and customers, so being able to build good connections is key. 🌐

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).
• Important: You shouldn't already have a qualification at the same or a higher level in a similar subject to this apprenticeship.
• Got international qualifications? No worries! Just make sure you have an official document showing how they compare to UK qualifications. 🌍

Perks & Benefits:

• Learn & Grow: Access to 3 dedicated training days per year to explore subjects you're passionate about. 📚
• Give Back: 2 paid charity days annually to support causes you care about. Plus, we'll double your sponsorship up to £250! 💖
• Relax & Recharge: A generous 25 days' holiday per year (rising to 28 after 5 years), with the option to buy more. 🏖️
• Future Secure: A defined contribution pension plan with company matching up to 4%. 💰
• Peace of Mind: Life Assurance (4x your salary) and Permanent Health Insurance. 🛡️
• Lifestyle Boost: Season ticket loans, corporate gym membership, and a cycle-to-work scheme. 🚲🏋️‍♀️

What's Next?

• High Success Rate: 90% of our apprentices secure permanent roles after completing their course – that's 20% higher than the national average! 🌟

Ready to smash your IT career goals? Click apply now! 👇 Applications may close early, so don't wait!

Key responsibilities

• Provide 1st line support to internal and external customers.
• Handle incoming incidents or requests to the Service Desk via telephone, email or end-user portal.
• Resolve incidents and carry out initial analysis on requests.
• Escalate incidents where required to 2nd and 3rd line teams.
• Record end user identification and incident details with a high level of accuracy.

Skills