The introduction of an apprentice is essential to support our expanding project portfolio, allowing the team to manage increased workloads while fostering new talent.
The apprentice will handle essential technical and non-technical tasks, freeing up skilled team members for more complex responsibilities whilst learning new skills and acquiring new levels of experience in an ever changing and diverse IT environment.
Key Tasks
* Receive calls from users in relation to any technical incident or request.
* Accurate logging of helpdesk submissions into the IT Group's Service Desk tool.
* Preliminary investigation of all requests via telephone, email or remote admin tools, resolving or escalating as necessary using generic fault-finding techniques.
* Installation of Software packages and registration of applications, using MECM.
* Maintaining Asset Details of all IT equipment.
* Installation of IT Hardware.
* Building and Configuration of IT Hardware.
* Regular review of escalated tickets to ensure they are maintaining SLA's.
* Administration of general IT activities, including documentation.
* Other tasks as directed by the IT Service Delivery Manager/Head of IT.
Qualifications Knowledge & Skills
* Applicants must have obtained 5 GCSE's Grade 9-4 (A*- C); including English and Maths.
* An IT qualification is desirable but not required.
* Excellent inter-personal and communication skills, able to influence, persuade and negotiate with people at all levels (externally & internally) as well as to assist in reaching compromises when there are conflicting requirements
* High degree of organisation, self-motivation and initiative
* Good team working skills, together with the ability to interface with others at all levels
* Good presentation skills and customer facing skills
* Results orientated with a strong drive to deliver
* Flexible and adaptable to changing priorities
* Pro-active and able to take initiative
Excellent planning and organising skills
Highly organised with clear communication skills
* Ability to work simultaneously on a variety of projects
* Able to work autonomously and using own initiative
* Excellent inter-personal skills - both written and oral communications; ability to interface with customers and technical representatives
* Decision making and creative problem-solving skills
Ability to multi-task and deliver both immediate and longer-term tasks
* Proven ability to deliver solutions under pressure and to tight timescales
* Good knowledge of MS Office Excel, Word, PowerPoint and Microsoft Project
* Able to demonstrate company mindsets and behaviours; Be accountable, Drive & delivery, communicate effectively, Self-manage effectively, Work as one team
Location
The role is based in our Head Office in Guildford
Department
Information Technology
Role
Service Delivery Apprentice
Locations
Guildford
Employment type
Full-time
Job Reference
2103