Job Details

Job Details:

Main role and responsibilities:

  • To analyse incidents and deliver technical resolutions as part of the IT support service, to contribute to an efficient and effective IT service desk.
  • Review tickets within Service Management systems using established priorities.
  • Man the helpdesk telephone system on a daily basis to resolve issues for end users.
  • Learn what notes and updates should be done on tickets.
  • The initial investigation and resolution of incidents relating to business and desktop applications, and subsequent referral to either senior support analysts, to 2nd/ 3rd line support, the application management team or a 3rd party.
  • Learn to deliver end user introductory training on IT systems.
  • Undertakes daily operational checks as defined and trained by the wider team.
  • Participate in projects as required.
  • Track customer IT assets using software tools.
  • Setup mobile phones and laptops for end users.
  • Deploy and install software to computers
  • Perform password resets and help end users with profile and connectivity issues.
  • Allow and remove access to folders and email distribution lists
  • Perform basic proactive tasks for backups and learn how to restore backups.
  • Carry out any other duties as required by the IT Management Team.
  • To manage the resolution of 1st line support incidents, problems and requests within service and operational level agreements, working with 3rd parties and colleagues within the wider IT team where necessary.
  • To provide support & technical assistance to all customers, making an important contribution to overall IT service delivery and providing an excellent standard of service to all customers.

Desirable skills:

  • Strong customer service and interpersonal skills
  • Commitment and aptitude to complete the training and studying required
  • Strong team ethos
  • Able to deal effectively and efficiently with people at all levels
  • Friendly communicator
  • Patient
  • Excellent problem solver
  • Proactive
  • Logically and methodically minded to be able to troubleshoot issues that are logged
  • Ability to pick up new technologies and processes quickly

Desired qualifications:

  • Minimum 5 GCSE’s grade A* - C, including English & Maths.

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.

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Apply now