Apprentice 1st Line It Support Analysts

About the role

Network Operations Centre (NOC) Analyst 🚀

Are you an ambitious and driven individual with a passion for all things IT and a knack for top-tier customer service? 😎 We're on the hunt for dynamic talent eager to dive into a fast-paced NOC environment. You'll be the bridge between our tech and our users, understanding how the Service Desk plays a crucial role in delivering an amazing customer experience. If you're ready to make an impact, this is your shot! 🌟

What you'll be doing:

• Ticket Investigation: Dive deep into tickets to ensure we have all the juicy details needed for swift and effective solutions. 🔍
• SLA Achievement: Keep those response times on point and crush our service level agreements. ⏱️
• Customer Communication: Keep our customers in the loop with clear, timely updates that meet their expectations and follow our QA game plan. 🗣️
• Ticket Processing: As you level up your skills, you'll be escalating tickets for further investigation and remediation. ⬆️
• Ticket Automation: Set up and manage automated tickets, making sure they run like clockwork according to instructions. 🤖

Why you'll love it here:

• Generous Leave: Start with 25 days annual leave, with the chance to boost it to 35 days each year. 🏖️
• Awesome Perks: Our unique benefits points scheme unlocks cool stuff like cash vouchers, Merlin passes, National Trust passes, and more! 🎁
• Award-Winning Workplace: Join a company recognized for its commitment to being the best. We're a certified Great Place to Work! ✨
• Visionary Leadership: Work in a company where our Executive Chairman is celebrated in The LDC Top 50 Most Ambitious Business Leaders Programme. 📈
• Sweet Campus: Enjoy a modern, progressive office with FREE parking. 🚗 Plus, a café, gym, and restaurant right on-site. ☕🏋️‍♀️
• Dynamic Team: Collaborate with a super smart and innovative crew. 💡
• Make a Difference: Play a key role in the growth of our successful company. 🌱
• Family Support: Enhanced maternity/paternity leave and Death in Service cover (4x salary). 👨‍👩‍👧‍👦

Key responsibilities

• Ensure sufficient information has been provided to support the effective resolution of tickets
• Respond within agreed service levels
• Provide appropriate customer updates, in line with customer expectations and ticket QA procedure
• Escalate tickets to continue investigation and remediation where level of ability is reached
• Create automated tickets at regular intervals and complete them as per the instructions provided