Overview
IT Level 3 Apprentice - Service Desk Analyst – JD Sports Fashion Plc. 1st Line ICT Apprentice within the Group IT Service Desk, providing first-line technical support to colleagues across the JD Group while completing a Level 3 Apprenticeship. Location: JD HO, Bury.
Role Details
* Title: ICT Level 3 Apprentice - Service Desk Analyst – 1st Line
* Organisation/Team: JD Sports Fashion Plc, Group IT
* Reporting To: First Line Service Desk Team Leader
Role Description
* As an ICT Level 3 Apprentice, you will work within the IT Service Desk team, learning how to provide first-line technical support to colleagues across the JD Group.
* Provide technical support, including detection, recording, analysis and resolution of incidents received via phone, email, intranet and walk-up.
* Respond to support enquiries from clients and help resolve hardware and/or software problems.
* Maintain a high level of customer service for all support queries and adhere to service management principles.
* Arrange for external technical support where problems cannot be resolved in-house.
* Work closely with service support teams, development teams and key business stakeholders to ensure incidents are managed through to resolution.
Responsibilities
* To provide 1st line technical support for the IT functions of the business.
* Respond to support enquiries directly from clients and help resolve hardware and/or software problems via phone and ticketing system.
* Log all support calls within the ITSM tool.
* Maintain a high degree of customer service for all support queries and adhere to service management principles.
* Liaise with other JD Technical teams as required (escalating to 2nd Line).
* Liaise with 3rd party technical support teams when necessary.
* Assist and work alongside Knowledge Management to document procedures.
* Establish and maintain effective relationships with business users and group IT teams.
* Own customer issues and drive them through to resolution.
* Assist ITIL managers in the development and maintenance of IT Support processes.
* Proactively identify areas for improvement and drive their implementation.
Experience & Knowledge
* Enthusiasm for technology and problem solving.
* Willingness to learn and take on new challenges.
* Good written and verbal communication skills to clearly convey information to colleagues and end users.
* Ability to remain calm and structured under pressure in high-demand situations.
* Comfortable in a dynamic, fast-paced setting with adaptable priorities.
* Ability to manage multiple tasks with attention to detail and timely delivery.
Essential
* Enthusiasm for technology and problem solving.
* Willingness to learn and take on new challenges.
* Good written and verbal communication skills.
* Ability to work under pressure with clarity and focus.
* Adaptability in a dynamic environment.
* Ability to manage multiple tasks and priorities.
Preferable
* Experience in a retail environment.
* Ability to demonstrate both business and IT benefits where appropriate.
* Basic Knowledge of Microsoft Windows and Office.
* Interest in computer hardware or networking.
* Any previous customer service or IT-related experience (school, college, personal projects).
* Understanding of PC hardware setup, configuration and maintenance.
* Incident diagnosis and problem-solving skills within an IT environment.
* Interpersonal, communication and negotiation skills, both verbal and written.
* Ability to plan, coordinate and prioritise activities.
* Ability to liaise with a broad spectrum of individuals.
* Flexible approach to support services for a growing business.
Development & Apprenticeship
* You will be enrolled on the ICT Level 3 Apprenticeship programme.
* You will receive mentoring and on-the-job training from experienced service desk analysts.
* You will gain practical experience across different areas of IT.
Apprenticeship
You will enrol on the ICT Level 3 Apprenticeship programme via the appropriate provider.
Location
JD HO, Bury
Nationality / Employment details
* Seniority level: Internship
* Employment type: Full-time
* Job function: Information Technology
* Industries: Retail
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