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1st Line Service Desk Analyst Apprentice - 17584

Arrow Global Ltd
Pay: £12,000.00
Location: Manchester Manchester United Kingdom
Category: Entry Level
Available from: Jun 2019
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02845230
2019-03-11 2019-05-31

Job Description

The role will be a key part of the IT department, being the first point of contact between the IT department and employees. The successful candidate will develop a deep knowledge of all aspects of the technology landscape at Arrow in order to rapidly diagnose issues and rectify them whilst completing a 13-15 month Infrastructure Technician Level 3 Apprenticeship.



Main role / Responsibilities: [will include but not be limited to]:




  • Provide a first point of contact between the IT department and AGG employees to ensure they receive appropriate help in a timely manner.

  • Provide initial assessment, triage, research and resolution of incidents and requests, using the incident management and request fulfilment processes, in line with Service Desk objectives. 

  • Liaise with the Managed Services provider as required using the agreed request fulfilment, incident management and change management processes. 

  • Work alongside Second and Third line colleagues to follow tickets through to a complete and timely resolution. 

  • Provide support / assistance to other members of the IT function where appropriate.  Examples of investigations could include: network diagnostics; hardware performance issues; various Microsoft technologies including O365, MFA etc. 

  • Monitor and act upon incident and service requests logged with the Service Desk teams, maintaining ownership of these requests and communication with users and colleagues.

  • Support the IT department with the procurement process.

  • User management (starters, leavers and movers) 

  • Suggest, implement and embed improvements to IT systems, processes and culture so that solutions meet AGG’s goals and objectives.

  • Update knowledge base and process documentation with technology solutions and fixes

  • Implement and adhere to the Information Security Policy including administering and securing various devices in line with Information Security Policy


Personal Qualities :

Arrow Global are looking for someone with the ambition and drive to learn more and eventually secure a role within the IT team. They will support you by providing the opportunities to work alongside people with a wealth of experience to develop your skills and knowledge.



Skills Required :

In addition to the passion for IT, you will also have:




  • Strong people and communication skills 

  • Ability to resolve issues quickly

  • Ability to change priorities at short notice

  • Strong problem-solving skills

  • Experience of hardware and software installation and configuration

  • Knowledge of IOS configuration and support



Future Prospects :

92% of QA Apprentices secure permanent employment after finishing their apprenticeship.



There may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.


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