Job Details

Job Details:


A fantastic opportunity has arisen for First Line Support Apprentices in Watford.

This is a great chance to earn money while you learn in a government funded apprenticeship! The successful candidate will complete a Level 3 Infrastructure Technician Apprenticeship.

Purpose of Job:

  • To work as part of the support team, providing telephone and remote support to our varied customer base.
  • To provide the highest quality of service to our clients.

Main Tasks and Responsibilities:

  • Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
  • Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
  • Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
  • Produce monthly reports for our clients and the service delivery team to review all supplied services
  • Monitor alerting systems and respond to alerts in a timely manor
  • Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
  • Resolution and fulfilment of Incident and Service Request within the Service Levels agreed.
  • Liaising with third party suppliers where necessary, logging tickets as required and acting as a central point of contact.
  • Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
  • Administration of various in-house software including account creations etc.
  • Work within the IT Operating Model, following defined IT processes and procedures
  • Ensure a high level of customer service is delivered
  • Log and assign tickets and monitor workloads for the other Service Desk team members.
  • Upon management request you should be willing to perform duties outside normal business hours, e.g. on-call service or overtime.

Desired skills:

  • Autonomy; Works under routine direction. Uses minor discretion in resolving problems or enquiries. Works without frequent reference to others.
  • Influence; Interacts with and may influence immediate colleagues. May have some external contact with customers, suppliers and partners. May have more influence in own domain.
  • Complexity; Performs a range of varied work activities in a variety of structured environments. Contributes to routine problem resolution.
  • Business Skills: [includes:]
  • Understands and uses appropriate methods, tools and applications.
  • Demonstrates a rational and organised approach to work.
  • Is aware of health and safety issues.
  • Identifies and negotiates own development opportunities.
  • Has a sufficient communication skill for effective dialogue with customers, suppliers and partners.
  • Is able to work in a team.
  • Can plan, schedule and monitor own work within short time horizons.
  • Absorbs technical information when it is presented systematically and applies it effectively.

Other desired skills, certifications and experience:

  • Experience in supporting and using Windows 7 / 8 /10, MS Office
  • Excellent customer service skills
  • Highly motivated, flexible and committed attitude toward service delivery
  • Drive, energy and initiative
  • Professional approach
  • Wiliness to learn and develop your technology skills

Desired qualifications:

At least five GCSE's (or equivalent) at Grade C or above including Maths, English and either IT or Science.

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.

Apply now

Apply now