Job Description

We are looking for a Service Desk Analyst Apprentice to join our busy IT Department based in our Lutterworth Head Office.
The Service Desk operates and maintains desktop, laptops, mobile phones, printers, and other IT related hardware to ensure that the user base is getting the most effective IT experience to enable them to carry out their job roles effectively. We're looking for you to develop into role so that, in time, you gain the necessary skills to become an experienced Service Desk Analyst and can have the opportunity to progress in other IT job roles that may be of interest within the department.
Some of the main duties and responsibilities include:

• Working towards IT technical accreditations. Appropriate training will be provided as necessary
• As an IT Apprentice, you'll be working closely with our 1st, 2nd, and 3rd line support teams
• Be the 1st point of contact for logging tickets and resolving both hardware and software issues relating to PCs, laptops mobile devices and other IT related hardware
• Provide excellent end-user support via the telephone, email system, call logging system (ServiceNow) and use of Microsoft Teams collaboration tool
• Creating new user accounts for new starters and ensuring their mobile device and laptop/PC are set up correctly for them before they join
• Proactively manage updates to end-users with Incident/Requests statuses through to resolution
• Imaging PCs and laptops, and ensure there is a pool of spares available
• Produce documentation such as user guides and knowledgebase articles
• You will have a keen interest in IT and must be able to work as part of a busy support team
• Work to stipulated SLAs with our users and you will be responsible, after training, for the quality of information logged into our Service management system
• Work as part of a team with 2 other Service Desk Analysts
• IT equipment asset management and inventory controls and monitoring
• Keep and maintain a safe and tidy working environment
• Work closely with users from other departments and build relationships, both internally and externally

Qualifications and Experience:

• Grade C or equivalent in Maths and English required for the role
• Possess excellent communication skills both verbal and written
• Able to work to tight deadlines
• Highly organised individual

In return you will receive:

• Competitive Salary
• 25 Days annual leave plus bank holiday
• Westfield Health Cash Plan
• Auto Enrolment Pension scheme
• Life Assurance
• Lifestyle Benefits - discounts on selected high street stores

Skills Required