IT Service Desk Apprentice

This vacancy is now closed

Description

Employer description: 

About Prolinx: 

We help organisations use technology to achieve their long-term goals and objectives. As an IT solutions provider specialising in the development of simple, secure IT, we enable organisations to collaborate to meet their objectives and to grow. Our services span end-user computing, data centre services, security and more. 

Overview: 

We are looking for someone to join our service desk team to be part of a small but lively development and support team.

A full training package is provided with possibilities for career development in this expanding business. 

Routine duties: [include but are not limited to:] 

  • Acting as an initial point of contact for external and internal customers providing support to users; ensuring that all communications to the Desk, phone calls, and emails answered promptly and in a professional and courteous manner
  • Provide alert/event management utilising a suite of monitoring tools
  • Follow agreed procedures and local work instructions (LWI) to enable effective service and support delivery responsibilities across a number of IT service functions in accordance with agreed SLA’s and KPI’s
  • Responsible for general incident management ensuring that customers are provided with regular updates and progression is made in line with Service Level Targets
  • Ensuring that all actions and diagnostics performed within life cycle of incident is recorded accurately in the Service Management Tool and that the incidents/tickets are escalated to the 2nd Line Support team where appropriate and in a timely manner 

Skills and qualities we are looking for: 

  • Excellent time management and organisational skills. 
  • Someone who has a flexible approach to work at all times and the commitment to ensure tasks are resolved to a deadline. 
  • Able to respond quickly to changing priorities and work unsociable hours. 
  • Someone who has the ability to produce clear and concise working processes and procedures. 

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:

4 on 4 off – 12-hour shifts.

Shift pattern: 4, 12-hour day-shifts, followed by 4 days off, followed by 4, 12-hour night shifts, followed by a further 4 days off, etc.

37.5hrs a week.

Future prospects:

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

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.