Overview

Working for the UK’s leading mortgage intermediary brand, we are looking for a person focused & highly motivated individual to join our Service Desk team. With opportunities for long term growth, we want to see people who will grab hold of this opportunity with both hands. If this sounds like you, apply now!

Apprentify are hiring on behlaf of our client.

About us:

Mortgage Advice Bureau (MAB) is the UK's leading mortgage broker, winning 250+ awards for the quality of its advice and service. As experts in mortgage and protection advice, we're proud of our industry reputation and of our people, who continue to be the heart of MAB's success.

You will support our Head Office and growing network of firms across the UK to resolve 1st line IT issues, from hardware equipment to software application troubleshooting. You'll deliver a first-class experience for colleagues and customers alike, working with people across departments and teams with support, guidance and resolving issues in line with our excellent service level standards.

Responsibilities may include but are not limited to:

• Process and monitor queries within the ticketing system, both internally and across our network, resolving tasks effectively and efficiently.
• Diagnoses and provide support for our IT hardware and software, for new and existing users.
• Ensure all queries are logged and dealt with inside agreed SLA’s and analyse and report on trends.
• Produce and maintain documentation for upcoming and existing software releases.
• Ensure that a high level of customer service and support is provided to all internal and external customers.
• Reduce customer down-time, by use of workarounds and ultimately solutions/fixes.
• Ensure and major incidents are escalated to the appropriate person.

 

To be successful in this role, you will have the following attributes and skills:

• Excellent interpersonal and relationship building skills, you will be part of a team.
• Problem solving skills, to troubleshoot and fault-find software applications issues.
• Great communication skills, verbally and written.
• Hard working attitude with drive and tenacity to solve problems.
• Resilience with an ability to stay calm under pressure.
• Able to manage your own workload, this is key when working hybrid.

We would also love to see a clear interest in a technical field, whether you're a gamer, have built your own PC, or even the designated troubleshooter in your household. Let us know!

Entry requirements

The successful applicant must have been a resident in the UK for atleast the last 3 years.

Evidence of GCSE Maths and English achievement at a grade 4/C or higher.

Skills requirements

Communication skills, IT skills, Customer care skills, Team working, Initiative,

Training to be provided

Information communications technicians support the delivery of efficient IT operations, this could be installing and configuring computer systems, diagnosing hardware and software faults, solving technical and applications problems either remotely or in person, including resolving issues such as slow performance, connection problems and an inability to access data. 

Our ICT apprenticeship covers topics allowing apprentices to support organisations relying on computer and communication systems in all areas of their operations and decision-making processes.  As an ICT apprentice, you will develop skills and knowledge of the industry by learning key IT essentials such as fault finding and diagnostics, preventative measures, routine maintenance, system tools and testing.  You will also gain an awareness of cloud systems and physical and virtual network components including an awareness of security and firewalls, network architecture, protocols and principles of database migration.

Whether you have experience within the field or not Apprentify’s level 3 ICT apprenticeship will give you the tools to get your career started within IT support.  If you are an employer our level 3 apprenticeship is the perfect solution to overcoming your hiring challenges and internal skills shortages.

Typical IT Technician Roles Include:

• Support Technician
• Technician
• Network Technician
• Digital Communications Technician
• IT Administrator

 

Our Level 3 ICT Apprenticeship Covers:

• Documentation and asset management
• VPNs, remote access, and firewalls
• Operating systems, hardware, and software principles
• Network performance and routine maintenance
• Fault finding and root cause problem-solving
• Testing, scripting, and system performance
• Backup, storage solutions, and network security
• Cloud services and security
• Disaster recovery and network maintenance

 

Key Learning Outcomes From Our Level 3 ICT Apprenticeship:

• IT Support essentials
• Fault-finding and problem-solving
• Testing and scripting
• Security, storage, and backup
• Cloud solutions and security
• Networking fundamentals and performance

Things to consider

Full-time position - 37.5 hours per week Initially fully office based, moving into hybrid working once settled Salary increase upon apprenticeship completion Work in a close-knit team, with regular events scheduled 22 days holiday allowance, rising with each year of service (plus your birthday off!) Pension scheme Flexible start and finish time

Future Prospects

Permanent position upon completion of the apprenticeship. Level 3 ICT Apprenticeship qualification (Nationally recognised).