IT Service Desk Analyst Apprentice

About us: 
We are a full service law firm rooted in the North West – with national reach – offering the highest quality service to both businesses and private clients. 
Our team contains some of the most experienced and talented lawyers in the UK, with thousands of positive reviews. And although we’ve grown plenty since we began, our friendly, client-first approach remains the same.

Overview / Role purpose and objectives:        
We are now looking for an eager candidate to join us as an apprentice. 

• You will be the first point of contact for IT as a member of the Service Desk team, answer telephone calls in a timely manner, log the call on the Service Desk Tool, attempt a first-time fix, if possible, if not escalate to the relevant person or team.
• Achieve KPI’s based around calls logged and resolved on a weekly basis.
• Promote the resolution of incidents into Service Desk where possible, by assisting colleagues unprompted and pro-actively sharing knowledge through the publication of quality knowledge articles and clear resolution documentation within the incident tickets.
• Adhere to the basic principles of ITIL as best practice.
• Work with other members of the team to develop and build relevant skills. 

Salary:
£18,000 per annum.

Key Responsibilities: [will include but not be limited to:] 

• Learn 1st line troubleshooting support – software, hardware, network related problems including Citrix and Windows 
• Log all calls accurately in our Service Desk tool and maintain full documentation allowing others to pick up if necessary 
• Learn how to manage the configuration and installation of new hardware and software such as laptops, PCs and printers 
• Learn Active Directory administration such as setting up new users, movers and leavers 
• Develop a high degree of customer service at all times for all support queries and adhere to all internal processes for us and our clients 
• Assist in Office moves and IT Equipment setups throughout the business and at staff homes 
• Travel to regional sites to provide onsite support 
• Providing assistance to other IT Teams on project related work 
• Input into the growth of our internal knowledgebase, ensuring colleagues and customers have the correct support documentation 
• The maintenance & continuity of mobile phones throughout the practice 

What we are looking for: 
Desired skills: 

• Aptitude for logical problem solving 
• A passion for IT 
• Strong communication skills 
• Excellent listening and questioning skills so that a customer’s problem is fully understood 
• Friendly and approachable 
• Excellent organisational skills including the ability to manage and prioritise their workload 

Essential: 
Full Driving License required:

• To take IT equipment to different sites for install and configuration.
• Provide local support for homeworkers, including the setup of New Starters.

Entry requirements: 

• 3 GCSE's (or equivalent) at grades 4+ (A-C) in any subject 
• GCSE Maths and English (or equivalents) at grades 3+ (D or above) 
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject 

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

For more information, please visit the UK ENIC website. 

Hours of work & Location and requirements: 
This is a full time, hybrid role - Monday to Friday.
Flexible working required at times to cover the Service Desk core hours of 8am-5:30pm.

Benefits:

• We have a range of benefits including 25 days annual leave plus 1 day for birthday and 8 Bank holidays
• A contributory pension scheme
• Discounted gym membership
• Cycle to work scheme
• Tech scheme
• Healthcare cash plan 
• Flexible working hours

Future prospects: 
90% of QA Apprentices secure permanent employment after finishing their apprenticeship. 
Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Important information: 
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 
Apply now!