Apprentice 1st Line It Support Analysts

About the role

Join our cutting-edge Network Operations Centre (NOC) team! 🚀 We're on the hunt for ambitious and driven individuals who are super passionate about IT and making customers happy. 🤩 If you're a natural communicator who can chat with anyone, from tech wizards to everyday users, and you get how the Service Desk is key to amazing customer experiences, this is your chance to shine. ✨

What You'll Be Doing:

• Ticket Deep Dives: Dive into tickets, making sure we have all the juicy details to fix things fast. 🕵️‍♀️
• SLA Rockstars: Smash our Service Level Agreements (SLAs) by responding to requests within the agreed timeframes. ⚡
• Customer Comms Pro: Keep customers in the loop with clear, timely updates that meet their expectations. 📣
• Ticket Triage: Once you've mastered the basics, you'll escalate tickets for further investigation and resolution. ⬆️
• Automation Aces: Help set up and manage automated ticket creation for seamless operations. 🤖

Perks You'll Love:

• Generous Time Off: Start with 25 days of annual leave and level up to 35 days each year. 🏖️
• Awesome Points Scheme: Earn points for cool rewards like cash vouchers, Merlin passes, National Trust passes, and more! 🎁
• Top Workplace Vibes: Work for a company recognized as a "Great Place to Work"! 🎉
• Leading the Way: Be part of a company whose leadership is celebrated for ambition and innovation. 🏆
• Cool Office: Hang out in a modern, progressive office space. 🏢
• Easy Commute: Free parking means no stress. 🚗
• On-Site Conveniences: Fuel up at our Café, crush your fitness goals at the Gym, and grab a bite at the Restaurant. ☕💪🍽️
• Dynamic Team: Collaborate with a seriously cool and innovative team. 😎
• Make Your Mark: Help drive the growth of a seriously successful company. 🌱
• Family Support: Enhanced Maternity/Paternity Leave. 👨‍👩‍👧‍👦
• Peace of Mind: Death in Service benefit (4x salary). 🙏

Key responsibilities

• Ticket Investigation: Ensure sufficient information has been provided to support the effective resolution of tickets.
• Achievement of SLA’s: Respond within agreed service levels.
• Customer Communication: Provide appropriate customer updates, in line with customer expectations and ticket QA procedure.
• Ticket Processing: Where level of ability is reached, tickets are escalated to continue investigation and remediation.
• Ticket Automation: Automated tickets are created at regular intervals and are completed as per the instructions provided.

Skills