Overview

Can you envisage yourself working with South West’s leading managed service provider?

 

How about a company that puts people before technology and allows you to shape your own work environment? If you have the passion, motivation, and dedication to provide first-class customer service, you may be what we’re looking for.  

 

Join a team that is committed to revolutionising the way people work and communicate.  As a Apprentice 1st Line Service Desk Engineer, you will be the first point of contact for IT-related queries from our diverse client base.  As well as helping and advising end-users with a range of queries, you will also communicate and solve technical issues over the telephone and via remote support.  You’ll also oversee managing tickets, escalations and follow-ups.   

 

· Take, log and progress tickets on the helpdesk system

· Routine, planned and reactive maintenance IT equipment and peripherals across the client base, including cleaning

· Hardware and software repairs in a workshop facility

· Carry out network documentation and reporting

· Diagnose and resolving faults on IT equipment

· Refer serious technical and support problems to senior staff and the appropriate technical/support facility, to ensure the quick resolution of faults

· Install software and hardware including the updating of drivers and antivirus software

· To record and update requests for support and maintenance with feedback to requestors regarding progress

· Provide support for Server based operating systems, desktop and office 365

· Attend relevant courses in respect of professional development of ICT knowledge

· Undertake small local projects and participate in larger projects under direction

· Always maintain confidentiality in respect of customer-related matters and to prevent disclosure of confidential and sensitive information

· To be familiar with the requirements of Data Protection legislation and to ensure compliance with it

· To undertake any other duties of a similar level and responsibility as may be required
 

Sound like the job for you?  You will need:  

· Competent in Microsoft Office applications

· Confident and professional telephone manner

· Good written and verbal communication skills

· Ability to understand, interpret and analyse data

· Ability to input data accurately and efficiently

· Confidence and ability to learn new IT systems quickly

· An interest in computers and computing

· Ability to absorb new ideas and concepts quickly

· An organised and methodical approach to work

· Ability to work well as part of a team as well as on their own

· A self-starter who is able to follow instructions and complete tasks

 

The ideal candidate will have GCSE (or equivalent) A*-C/9-4 grades in English and maths

General interest in ICT

Knowledge of Microsoft Office products