Apprentice 1st Line It Support Analysts

About the role

🚀 Apprentice 1st Line IT Support Analyst 🚀

Ready to kickstart your IT career? UK Connect is on the hunt for a motivated Apprentice 1st Line IT Support Analyst to join our growing team! You'll be key in supporting our expansion within the Construction Sector and beyond. 🏗️

You'll be the first point of contact for all technical queries, managing incoming incidents through our ITSM system, phone, email, and live chat. 📱💻 If you're a go-getter with a passion for all things IT and a desire to thrive in a NOC environment, this is your chance!

What you'll be doing:

• Investigating tickets and ensuring you have all the info needed for speedy resolutions. 🕵️‍♀️
• Hitting those Service Level Agreements (SLAs) – keeping our customers happy and waiting times down. ⏱️
• Keeping customers in the loop with clear and timely updates. 🗣️
• Processing and escalating tickets when needed for further investigation. ⬆️
• Helping to automate ticket creation and ensuring they're completed perfectly. ✅

What you'll bring:

• A passion for IT and a drive to provide awesome customer service. ❤️
• The ability to chat with anyone, no matter their tech level. 🤝
• Understanding of how the Service Desk makes customers smile. 😊
• An ambition to learn and grow in a dynamic IT setting. 🌱

Perks of joining us:

• Generous holiday allowance: 25 days standard, with the chance to increase to 35! 🏖️
• Exclusive benefits points scheme: Snag cash vouchers, Merlin passes, National Trust passes, and more! 🎟️💰
• Be part of a company recognised as a Great Place to Work! ⭐
• Work with inspiring leaders – our Executive Chairman is an 'One to Watch'! 🏆
• Awesome modern office space with free parking, on-site café, gym, and restaurant. 🍔🏋️‍♀️
• Join a dynamic, innovative team and make a real impact. 🚀
• Enhanced maternity/paternity leave & Death in Service benefits. 👨‍👩‍👧‍👦⚰️
• Gain your Information Communications Technician (Support Technician) Apprenticeship L3 qualification! 🎓

If you're ready to level up your IT skills and provide world-class support, we want to hear from you! 🎉

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
• Where level of ability is reached, tickets are escalated to continue investigation and remediation
• Automated tickets are created at regular intervals and are completed as per the instructions provided

Skills