Service Express is a renowned industry leader in data centre solutions, excelling in multivendor maintenance, hybrid cloud, and managed infrastructure services. With a commitment to delivering exceptional customer experiences and cutting-edge technology solutions, they are seeking passionate and motivated individuals to join the team as an IT Apprentice!
Are you the right candidate for this opportunity Make sure to read the full description below.
The Operations Analyst provides IBMi and Intel Level 1 support for internal and external customer requests, ensuring the delivery of exceptional 24/7 service. This role involves managing daily operational tasks, including incident resolution, change requests, and proactive monitoring to maintain service quality.
Service Express have a wealth of experience kick-starting apprentices' careers, they know exactly what it takes to support and guide you throughout your programme!
In this role, you'll work towards your IT Support Level 3 apprenticeship, delivered by our expert training team at Baltic Apprenticeships.
A Typical Day in the Job: Proactively resolve 1st line and, where possible, 2nd line level incidents, ensuring timely escalation when necessary.
Maintain high levels of call ownership, ensuring incidents, changes, and service requests are resolved efficiently and aligned with SLAs
Utilise ITSM tools to track and update incidents, keeping stakeholders informed on progress
Ensure compliance with processes and procedures to deliver high-quality service
Monitor alerts, raise calls, and manage operational tools to ensure continuous service delivery
Provide support for project-related operational tasks as required
Manage the Command Centre during night shifts and weekends, ensuring service continuity
Perform out-of-hours tasks, including BMS monitoring, performance board updates, and hands-on technical support
Handle secure management of personal data in line with GDPR regulations
Full training and support will be provided by your workplace mentor and from the Baltic team.
Salary, Hours & Benefits: Salary - £18,000 - Rising to £24,000 after 6 Months
First 6 months - 37.5 hours between 7am - 7pm, generally 9am - 5.30pm - £18,000
After 6 months - 42.11 4 days 7am - 7pm, 4 off, 4 nights 7pm - 7am, 4 off additional £6,000
25 days holiday
4 Half Days over Bank Holiday weekends
2 Paid Volunteer Days
On site gym
Free eye tests
Tax return service
Life Assurance
Private medical care
Cycle to work scheme
Income protection scheme
Travel insurance
Buy holidays
Birthdays off work
Desired Qualities, Skills and Knowledge: Passion for IT
Ability to communicate
Willingness to work unsociable hours if required
Ability to work as a team
Committed to learning
You must have a driving license and access to your own car
Grade 5/C in English & 4/C in Maths GCSE - Required
Your Training with Baltic Apprenticeships
This Level 3 apprenticeship provides everything you need to immerse yourself in the exciting world of technology and launch a rewarding career in IT.
You'll get hands-on experience in all areas of technical support, from configuring devices to supporting with software, optimising performance and setting up virtual environments. With our unique curriculum and one-to-one support, you'll accelerate your skills and get the qualification and confidence you need to thrive in IT.
You'll be based full time with an employer and will quickly become an important part of the team. Our training is 100% online, including real-time classes with our expert trainers and self-paced courses created by industry specialists.
Eligibility Criteria
You must have the right to work in the UK, and valid residency status to apply for this apprenticeship.
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