Employer description:
BigHand is a leading software technology company with a big difference. It’s not just what we do, but how we do it. We specialise in speech, task delegation, document creation and process improvement solutions that help our customers achieve more in less time.
Our vision is to be the industry’s preferred, most supportive and helpful technology partner.
We aim to achieve this by harnessing our genuine enthusiasm and skill for helping busy people be more effective.
Overview / Main Purpose:
The primary duty of the Service Desk Analyst (Apprentice) is to be the first point of contact for all technical support related client enquiries, requests and incidents raised via telephone, email and web.
The Service Desk Analyst (Apprentice) will log all enquiries in the established CRM tool, and resolve client issues according to the established case management processes, which will involve case escalation to the appropriate support group when necessary.
Key Responsibilities/Accountabilities:
- Provide first level support through taking calls and responding to emails
- Handle Incidents via the Incident Management Process
- Handle Requests via the Request fulfilment process
- Perform specified Administration tasks for Hosted customers
- Diagnose and resolve software, hardware, network and server issues with the BigHand software range
- Assist the Implementation team with BigHand software delivery, when necessary
- Ensure own cases are handled and clients updated according to established SLAs and thresholds
- Receive strong, positive customer feedback on a regular basis
- Although the majority of the role will be office based, on-site visits may be required on occasion
Desirable Skills:
- Study with a technical background
- Knowledge of the following technologies is advantageous: Microsoft Server and Desktop Operating Systems, Networks and communication protocols, IIS, Active Directory, Citrix, Terminal Server, Virtualisation, MS SQL Server, Blackberry, Android, iPhone, Windows Mobile
- Is capable of hands on problem-solving, with the ability to generate ideas and solutions
Personal Qualities:
- Has good general knowledge of computer technologies, hardware and software
- Keeps up to date with technology advancements, specifically with Microsoft desktop and server operating systems
- Has a determined and dogged desire to hit targets
- Has excellent organisational and time management skills, with the ability to cope with competing demands
- Has the ability to remain calm under pressure
- Has strong communication skills
- Has a proactive approach to finding solutions
- Has a positive attitude to dealing with people, with strong listening and questioning skills
- Has the ability to convey technical terms to a potentially non-technical audience
- Well organised with a thorough approach
- Is a good team player and well presented
- Has a keen attention to detail
- Is enthusiastic, energetic, open and helpful, with a can-do attitude
Entry requirements:
You need to have 5 GCSE’s:
- Maths and English (or equivalents) at grades D or above
- 3x GCSE’s grade A-C in any other subject
You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.
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.
Find out more here:
https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx
Working week:
Monday to Friday, 9am - 6pm / 37.5hrs a week.
Important Information:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.