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About
Our client uses technology for the nation’s benefit, developing world-leading capabilities that help their customers think smarter and act faster. Their UK operations cover all Thales’ key business sectors, including aerospace, defence, digital security, and space.
They are currently seeking an IT Apprentice to work as part of the UK Service Desk Team. The role involves providing IT support to all UK business users, handling incidents and service requests using the Service Desk tool (Service Now). Responsibilities include logging, troubleshooting, diagnosing, managing incidents, and assisting with Service Requests.
Key Duties
* Answer all calls and chats to the Service Desk within SLA response times.
* Manage incidents from initial report to resolution, ensuring customer satisfaction and SLAs are met.
* Assist with user service requests, including logging, guidance, and management until resolution.
* Record incident details and troubleshooting activities accurately in Service Now.
* Contribute to root cause analysis and troubleshooting, maintaining data accuracy.
* Provide a high level of first-time fix for incidents.
* Escalate incidents when SLA timescales are reached.
* Provide regular updates to customers until incidents are resolved.
* Assist with user account creation in Active Directory and email account management in Exchange.
* Administer data access within Active Directory.
* Deploy Virtual Machines within VMWare.
* Manage software deployment and licensing using SCCM.
* Follow Thales procedures, working practices, and department-specific processes.
* Adhere to security requirements on the network.
* Perform other ad-hoc duties as required to support the Service Desk.
Candidate Requirements
* Excellent customer service skills
* Confidence and logical thinking
* Strong organizational skills
* Methodical problem-solving approach
* Enthusiasm for Information Technology
Nice-to-have Skills
* Active Directory
* VMWare
Work Experience
* IT Project Manager
* Desktop Support
* Systems Administrator
Languages
* English
Seniority Level
Internship
Employment Type
Full-time
Job Function
Information Technology
Industries
Technology, Information and Internet
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