Through a period of apprenticeship and training, learn and develop the necessary skills, expertise and experience to ultimately be able to fully perform the role of IT Service Desk Analyst. The role provides the customer interface to IT Services through in-person support and online channels such as email and self-service, contributes to handling incidents, problem records and service requests, and supports staff and students with University hardware, software and network connectivity. \n\nThe post is full time, 36.25 hours per week, 2 years fixed term, based in Guardbridge / St Andrews, reporting to the IT Service Desk Supervisor. Working with others, develop skills to provide the customer interface to IT Services through in-person support and online channels such as email and self-service, contribute to handling incidents, problem records and service requests, proactively seek resolutions for customers, deal with staff and students in a professional and calm manner.\nLearning how to provide first line technical support on all IT related matters aiming at resolving majority of incidents at the first point of contact using relevant remote support tools and excellent communication skills.\nDeveloping an understanding of how to escalate incident/service requests which cannot be resolved at first point of contact to the appropriate group.\nCommunicating with users keeping them informed of incident progress.\nContributing to user support for core University hardware and software.\nEndeavouring to pursue continuous service improvement culture, making suggestions for improvements where appropriate.\nMaintaining accurate records and reporting information on the level of faults and requests by logging all relevant incident/service request details and allocating categorization and prioritisation codes.\nUnderstanding how and when to escalate to the appropriate manager any incidents that require reporting for further escalation.\nAssisting others to provide staff and students with support for connecting their personal devices to the University network.\nAssisting others to define and maintain knowledge bases by amending and creating articles under the approval of the IT Service Desk Supervisor.\nEndeavouring to keep abreast of current and emerging hardware and software technologies.\nAssisting others to provide cover and technical support in other areas of IT support as required.\nMaintaining a personal development programme as agreed with line manager.\nAdhere to team rotas and working patterns in an accurate and punctual manner. The essential qualifications for the role are qualifications at National 4 level (or equivalent) in English and Maths, with desirable qualifications including qualifications at National 5 level (or equivalent) in English and Maths. \n\nEssential experience and knowledge include a working understanding of IT packages e.g. Microsoft Office, while desirable experience and knowledge include experience in a customer service-related environment and experience of working as part of a team. \n\nEssential competencies and skills include good organisational and time management skills, good attention to detail, good oral and written communication skills, good numeracy skills, awareness of the importance of confidentiality, and a methodical approach to dealing with routine tasks. \n\nDesirable competencies and skills include the ability to use own initiative and problem solving skills. \n\nOther essential attributes include being flexible and willing to learn, demonstrating commitment to participate and complete a Modern Apprentice programme, and enjoying problem-solving and troubleâshooting but knowing when to escalate an issue.