Job Description
The Apprentice Support Analyst is an internal facing role that forms the first port of call for any hardware or software faults related to the IT systems.
Job purpose:
- You will be the main point of contact for all hardware and software faults with the ability to ask for advice from or escalate to the rest of the support staff
- You will be responsible for understanding the issues reported by staff, logging them on our call handling system accurately and troubleshooting where possible
- You will also be responsible for any project work or ad hoc tasks requested by other members of the department
- You will have support and training especially at first due to the nature of the apprentice role. The role will be built up gradually to allow time for you to gain experience and confidence
Key Accountabilities:
- To assist in resolving tasks, incidents and user operating issues through direct resolution
- To assist where necessary in the development, implementation and delivery of systems and services in line with company requirements
- Act as the primary point of contact with the client during the delivery project
- To ensure all procedures are documented, maintained and monitored that relate to the Support Centre service delivery
- To undertake ad hoc duties as necessary within the Support Team
Knowledge:
- Previous knowledge or experience of IT support is desirable but not essential
- More important to have a interest in IT and for developing a career as an IT professional
Personal Qualities :
- Proven interest in IT
- Interest in developing a career as an IT professional
- Hardworking and enthusiastic
- Motivated, team player with a desire to pursue a career in Infrastructure Services
Skills Required :
- Previous experience supporting IT on a personal basis i.e. for family and friends is desirable but not essential
- Experience in Microsoft Office products, Windows XP, Windows 7 and Windows 8 is desirable
Future Prospects : The ongoing opportunity for this role will depend on the individual and the company strategy and circumstances towards the end of the apprenticeship.
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