Overview

Seeking a motivated and enthusiastic individual to join the IT Service Desk team located at the Swindon Head Office. In this hands-on role, you will provide first-line technical support to the wider business, managing and resolving tickets raised through our Service Desk system.

 

This role has a great opportunity to learn and grow within the IT industry.  Working in the IT Service Desk team means you will be the front face of IT, and have exposure across the entire business. Duties include triaging tickets, implementing 1st line support fixes, working with 2nd line and infrastructure on escalated tickets. In addition to providing support through tickets, as an office-based team member, you will be providing in person support to others, supporting meeting room technology, network infrastructure and physical equipment.

As an ISO27001 regulated business, you will work within the bounds of information security management.

As an apprentice, you will be expected to balance your day-to-day work responsibilities with completing your apprenticeship learning and assessments. You will be proactive in your own development, showing enthusiasm, professionalism, and commitment to learning in a busy and dynamic environment.

 

Key responsibilities 

IT Service Desk:

• Triage tickets raised in the IT Service Desk.
• Provide 1st Line IT Support to staff.
• Escalate tickets to 2nd line / infrastructure and other teams as required.
• Create and maintain self-help documentation & FAQs.
• Maintain company asset register.
• Adhering to security policies and procedures.

Apprenticeship & Professional Development:

• Commit to completing all apprenticeship coursework, learning modules, and assessments on time and to a high standard.
• Participate in progress reviews with your manager and training provider.
• Take responsibility for your own learning and development, applying new knowledge in day-to-day tasks.
• Maintain professionalism, reliability, and a positive attitude towards feedback and continuous improvement.
• Represent the IT team and the business positively, displaying integrity and respect in all interactions.

You may occasionally be asked to take on additional responsibilities or tasks outside of those listed above, as directed by managers or directors.

 

 

Entry requirements

• A minimum 4/C in English and Maths.
• Drivers license is desirable but not neccessary.
• Experience and understanding of Microsoft Technologies, (Windows OS & O365), IT Hardware support and Networking.
• A self-motivated and proactive problem-solver with strong analytical skills.
• Independent with the ability to effectively collaberate with cross-functional teams.
• Excellent communication and documentation skills.
• Comfortable working in a fast-paced, change-driven environment.
• Strong customer service ethos.

Skills requirements

Problem solving skills, Analytical skills, Logical, Initiative, Team working,

Training to be provided

You will undertake the groundbreaking Apprentify Information Communications Technician Level 3 apprenticeship.

This programme will provide a broad foundation within the critical areas for entering a techincal role. During the apprenticeship, you will learn the intracies of IT systems, security measures, and cloud technologies as well as cultivate your ability to communicate effectively and build strong professional relations.

Key learning outcomes:

• Develop an understanding of cultural awareness and effective communication strategies.
• Learn techniques for maintaining and developing positive working relationships.
• Gain a foundational knowledge of relevant legislation and regulations.
• Explore methods for documenting tasks and understand the purpose of asset registers and routine maintenance.
• Acquire awareness of firewalls, basic VPN principles, and remote access concepts.
• Grasp the fundamentals of operating systems, hardware architecture, and the principles of remote device operation, including system upgrades and updates.
• Learn the principles of root-cause problem-solving and fault diagnostics for effective troubleshooting, including the use of log files and system tools.
• Understand the principles of test plans and methods for evaluating system performance, including digital testing and basic scripting.

Duration: 13 months plus End Point Assessment.

Things to consider

Pension Plan • Free Parking and Modern Office • Salary of £19,000 -£23,000

Future Prospects

A Level 3 qualification in Information Communication Technology and the opportunity to progress within the company.