IT Service Desk Analyst Apprentice

Forsters is a Marylebone-based law firm which delivers exceptional legal results to its clients who are principally from the real estate and private wealth sectors.  Whatever our client's objectives, we take a collaborative approach to find solutions tailored to the client's specific needs.  We believe our engaged and friendly manner, combined with the delivery of concise, clear and commercially led advice helps to build long lasting relationships with our clients.

Forsters has 74 partners and over 550 members of staff.

For more information on Forsters, please visit our website at www.forsters.co.uk 

A shift rota is in place to provide weekday on-site services from 08:00 to 19:00 with on-call support outside of these hours.  A rota also exists for on-call weekend support.  You will be expected to fully participate in the rotas.

The Role:

The role of IT Service Desk Analyst Apprentice is to provide an outstanding service to colleagues at Forsters, dealing with incidents and requests, escalating as required.  The role encompasses both 1st and 2nd line activities, in an environment where personal development of technical understanding is encouraged

Key Duties:

• Capturing, logging and dealing with calls, emails and self-service actions to the IT Service Desk
• Following agreed procedures, identifies, registers and categorises incidents.
• Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.
• Resolution of incidents where possible, aiming to achieve a high first time fix rate. Escalation to
• Systems Team as necessary.  Incident resolution may involve desk-side support.
• Contributes to creation of support documentation
• Proactively looks for improvement areas as part of continuous improvement process
• Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.

Personal Attributes:

• Demonstrates a passion for customer service with excellent English written and verbal communication skills
• Exhibits confidence to be an exemplar, problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
• Experience of working in a fast paced office environment, with the ability to work under pressure and manage multiple tasks at any one time
• Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs
• Ability to think and work independently, and as part of a team and to take responsibility
• Be adaptable to changing requirements and technologies with the ability to assimilate new packages when required
• Positive and robust attitude with a high level of personal motivation

Entry Requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

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. 

For more information please visit the UK ENIC website. 

Benefits:

• Flexible working hours
• Overtime available
• Friendly family feel environment
• Potential for a full time job on completion of programme

• 90% 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.