Employer description:
Osborne Clarke is an international legal practice with the goal to help clients and people succeed in tomorrow’s world. In a business environment that’s facing new digital, economic, political and environmental challenges, Osborne Clarke help clients to gain a competitive advantage by providing commercially focused insights and legal services. The company has been around for over 250 years and have a presence across Europe, Asia and the US. Within core sectors, clients range from market leaders to fast-growth companies.
Overview:
Osborne Clarke are looking for an IT Service Desk Apprentice, supporting their development to manage the resolution of computer software and hardware problems and assist in the maintenance of the systems and processes through providing telephone, email and remote support to global users of the IT systems at Osborne Clarke and providing client site support when required.
We offer a level 3 qualification (Microsoft Azure Cloud Support Specialist Level 3) spanning 17 months, along with a number of other opportunities to learn and develop in your career.
Responsibilities:
- Provide telephone, email and remote access support to users of IT systems across multiple international sites within established and strict SLA's & KPI's
- Take part in the resourcing of the Guru Bar – IT's user facing facility to offer assistance for anything IT related
- Maintain timely and quality incident closure, aiming for first-time fixes where possible and escalation to next level where required
- Ensure client satisfaction with timely communications and updates
- Ensure full and correct information is collected and entered into incident record
- Ensure that IT solutions are relevant to the business need and developed to meet end user requirements
- Improve own skills and knowledge with support of the IT Services team and help maintain knowledge documentation for implemented resolutions
- Actively collaborate with other members of the IT team to distribute workload effectively
- Understand and adopt the principles of acting as a professional service provider to ensure a consistent standard of support to customers, which will be measured through feedback
- Contribute to the continuous review and improvement of IT Services team processes
- Keep up with advances in technology, new software and hardware in order to serve as an advisor to clients and other employees
- Manage own workload and incident queue whilst monitoring the main Service Desk queue for new incidents and requests, ensuring all calls are kept up to date
- Understand the responsibilities associated with working in a regulated environment, and adhering to SRA obligations
- Understand information security and data protection initiatives and regulations
- Understand and demonstrate a full understanding of information security and data security policies, best practices, and implications
Desirable skills:
- We are looking for someone with a strong interest in technology. You will have a strong customer service ethic and be committed to delivering an exceptional standard of service
- Strong team player committed to assisting colleagues wherever necessary to maximise the effectiveness of the entire IT department
- Able to work autonomously and to schedule own resource appropriately
- Understanding of the implications of failing to provide outstanding service
- Should be able to develop good problem-solving technique using a sound logical approach, and ability to research using all means available
- Focussed on and able to work to or exceed agreed service levels
- Willing and able to be flexible in working practices
- Creative thinker skilled at solving problems for users
- Willing to travel to other sites should it be required
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.
Working hours: Your working pattern will be on a rota basis covering Monday to Friday 7am – 7pm based in our Bristol office, with one day per week for study leave.
Benefits:
We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this. This an opportunity for continued employment and progression after the apprenticeship.
Future prospects:
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
About QA:
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
Interested? Apply now!
Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.