Employer description:\nComputershare is a global leader in financial administration with over 14,000 employees around the world, serving over 25,000 clients. If you are looking for an exciting and unique opportunity, to help drive their next phase of growth Computershare are currently seeking an IT Service Desk Apprentice to join the team in their global technology hub based in the centre of Edinburgh.\n\nOverview:\nThe 24/7 Global Tech Support Team is responsible for managing all first line service and support tasks for Computershare customers across the globe and ensuring business critical systems remain available at all times. Ensuring that customer experience is paramount at all times, the Service Desk function is responsible for logging all incidents and requests, including categorisation, prioritisation and where possible providing a first contact resolution.\n\nAs an IT Service Desk Apprentice you will be assigned a mentor who will focus on preparing you for a job as a self-sufficient apprentice analyst through shadowing, training and increasing the your service knowledge.\n\nSalary: £21,000 per annum\n\nWorking hours: Initially you will start working on an 8 hour shift pattern starting anywhere between 8am â 2pm Monday to Friday. With the Service Desk Analyst role you may move onto a 2pm â 10pm shift.\n\nBenefits:\nâ¢\t£21,000 salary â increasing to £26,000 once completed apprenticeship.\nâ¢\tMentoring scheme throughout apprenticeship.\nâ¢\tLuxury office space based in the centre of Edinburgh.\nâ¢\tMental health awareness benefits.\nâ¢\tTrack record of taking on over 50 apprentices within service desk.\n\nFuture prospects: \nWith Computershare your further career development is vital, with Global Tech Supportâs Internal development program which provides you with pathways into roles such as Application Support, Software Development, IT Security and many more.\n\nThis is an excellent opportunity to work for an organisation who invest in talent and will provide full support whilst you work towards your IT Support Professional SCQF Level 8. â¢\tRespond to customer queries and requests via a number of methods including phone calls, live chat service, email and support tickets.\nâ¢\tProvide first contact resolution (FCR) through troubleshooting whenever possible using the knowledge base and other tools at your disposal.\nâ¢\tContribute to the teamâs continual service improvement objectives; identify repeat incidents and highlight potential process improvements.\nâ¢\tComplete user access requests, software installs and local hardware requests.\nâ¢\tBuild and maintain good working relationships with all teams across the organisation.\nâ¢\tEnsure that all procedures and documentation are kept current, and that any amendments are communicated to the team.\nâ¢\tMeet goals and KPIs as set by the line manager.\nâ¢\tEnsure that all work carried out by the Global Service Centre adheres to internal and external audit requirements, business regulations, and service level agreements.\n Desirable skills:\nâ¢\tProfessional and courteous telephone manner.\nâ¢\tWillingness to work flexible hours / shifts.\nâ¢\tStrong verbal and written communication skills.\nâ¢\tExperience of working in a team.\nâ¢\tAble to learn new technologies and work in a technical environment.\nâ¢\tAble to follow set processes & procedures and highlight potential improvements.\nâ¢\tUnderstanding of Microsoft products.\n\nImportant information:\nThis vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.\n\nStarting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.\n\nOn completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6. \n\nIf you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW!\n