IT Support Apprentice (birmingham B70)

IT Care provide IT support and consultancy services to small to medium sized businesses. Due to expansion we have a requirement for an IT Support Analyst to work on our IT Help Desk. The primary objective of the help desk is to provide an efficient, friendly and effective first line problem solving service to our customers.

Main Objective
Working on the IT Help Desk, you will be responsible for accurately logging service request calls for IT problems and provide guidance/support/solution over the phone. When a service request cannot be solved by you in a reasonable time frame due to its technical complexity you will escalate the problem quickly to second line support. Keeping the customer informed at all times.
Main Duties
• Provide a helpful professional first line support service to customers
• Perform predefined daily/weekly/monthly maintenance checks and tasks
• Log all service requests against the customer account in our Help Desk System
• Progress to resolution or escalation all outstanding service requests
• Perform required analysis and research to successfully resolve service requests
• Keep the customer informed at all times about the status or progress of their request
• Check and respond to alerts reported by our Monitoring System
• Maintain network documentation for customer networks in our Help Desk System
• Liaise with external technology vendors as required to resolve service requests
• Produce weekly helpdesk performance report
• Generate monthly Network Health Reports using Monitoring System and approve before sending to customer

Other Duties
• Help develop and document procedures and check lists to improve our internal operations
• Identify areas for improvement in our operations and customer service
• Perform other administrative duties as required to support the business

Personal Attributes
• Excellent communications skills and a good telephone manner
• A passion for technology and customer service
• Excellent organisational skills
• Excellent basic Maths and English

Desirable experience
Ideally you will have previous helpdesk and office administration experience. A working knowledge of some of the following applications/operating systems:
• Windows NT/2000/2003/Vista/7/2008
• Microsoft Office Word/Outlook/Excel/PowerPoint
• Network Hardware, Antivirus and Backup Solutions

Annual Salary
Hours of work and location
The Help Desk is manned between 09:00 and 17:00 and the office is located in West Bromwich.
Training to be provided:
Systems and Networking Apprenticeship – • Microsoft Technical Associate (MTA) • City and Guilds certificate in IT Systems and Principles • City and Guilds Level 3 Diploma in IT Professional Competence

Qualifications Required:
You must have at least 5 G.C.S.E Grades (C and above) or equivalent, Maths and English is a must.

Apprenticeship Duration 12 – 14 Months

Weekly Wage 170

Working Week: Monday – Friday, 9 – 5

Personal Qualities: An enthusiastic and professional attitude and commitment to learning new skills.

Your Commitment: This apprenticeship will require dedicated and focused individuals to be fully committed to their learning. You will be working on potentially tight time scales and may be required to travel as part of your role.

Reality Check: This is a fantastic apprenticeship that will require successful candidates to be fully committed to their learning and developing their skill set.

Future Prospects: Over 90% of QA apprentices are kept on after completion of their apprenticeship programme. Additionally there may be opportunities to undertake further learning.