Service Expressis 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 anIT Apprentice!
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, youll 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 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
* 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.
Youll 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, youll accelerate your skills and get the qualification and confidence you need to thrive in IT.
Youll 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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