Apprentice Helpdesk Analyst

MacFarlane Group; Coventry; On-site; GBP 14,000 - 21,000; Full time

Job summary

A leading packaging distributor in Coventry is seeking an IT Helpdesk Support Analyst Apprentice. This entry-level role involves providing technical support across multiple sites, with the opportunity for extensive training. Candidates should possess knowledge of IT fundamentals, and a passion for customer service is essential. Benefits include competitive salary and employee perks such as annual leave, pension scheme, and career development opportunities.

Benefits

25 days annual leave

Contributory pension scheme

Employee assistance program

Extensive training and development opportunities

Employee discount scheme

Enhanced maternity and paternity pay

Qualifications

• Eagerness to learn and develop.
• Confidence and good time keeping.
• Team player with a genuine interest in IT.

Responsibilities

• Provide 1st/2nd line technical support.
• Manage call-log database and escalate priority calls.
• Data and asset management.

Skills

Active Directory

Microsoft Office Suite (2007-2016)

Knowledge of WANS, LANS and WI-FI

IP telephone systems

Strong communication

Good interpersonal skills

Job description

IT Helpdesk Support Analyst Apprentice

Location: Coventry (Middlemarch Business Park)

Apprentice entry-level role, Basic Salary in line with National Minimum Wage

£14,606 – £20,319 per annum (dependent on age) & company benefits

Hours: 37.5 (Monday to Friday only)

Sector: Packaging distribution

The Company

We, the UK’s largest packaging distributor have an exciting apprenticeship level opportunity within our IT team based at our Coventry Head Office. We are a committed equal opportunities employer that champions ‘dignity in the workplace.’ Our focus is to provide customers with fully integrated and innovative packaging solutions, augmented by outstanding customer service. Our central IT department prides itself on providing first class support to the wider group business. This is a fabulous opportunity for someone seeking to start or further their career in IT whereby structure training and mentoring will be provided.

The IT Helpdesk Support Analyst Apprentice Role

Macfarlane Group are now recruiting an Apprentice IT Helpdesk Support Analyst to be based at our Head Office in Coventry. This is a busy helpdesk-based role and involves providing technical and business support to users across 18 UK sites. Working in a dynamic and fast-moving environment, within an organization that is making significant investments in IT systems and infrastructure – this role provides a fantastic opportunity for the right person to develop their career in a market-leading business. Duties will include :

• Providing 1st / 2nd line technical support in line with the business-driven SLAs
• Maintaining and reviewing the call-log database – managing call-log status and escalating priority calls as required
• Utilizing agency and third-party resources
• Executing administration tasks
• Data and asset management (mobile phones, iPads, laptops)
• Support of company ERP system

The initial contract of employment will be apprenticeship based (advanced, Infrastructure Technician Level 3 award upon completion, with an 18-month duration and working ours are set at 37.5 per week spread across Monday to Friday.

Do you have the correct profile?

In terms of technical understanding, the right candidate will ideally have most if not all the below (in terms of knowledge – even if this hasn’t been utilized to date in the workplace).

• Active Directory – reset passwords, unlock accounts
• Microsoft Office 2007, 2010, 2013 & 2016
• Knowledge of WANS, LANS and WI-FI (advantageous)
• IP telephone systems (advantageous)
• Strong communicator
• Good interpersonal skills

Some training can be provided early on to bridge any gaps. You will be driven by customer service and will have excellent critical thinking skills with a can-do attitude. You will have a confident telephone manner, being accustomed to communicating with people across all levels. In addition, we would certainly expect the successful applicant to demonstrate the following…

Personal qualities

• Eagerness to learn / develop
• Confidence
• Team Player
• Genuine interest in IT / Computing
• Positive attitude towards work
• Self-motivated
• Well presented
• Logical thinking
• Good time keeping

Our Benefits

We provide a competitive basic starting salary and operate a range of rewarding bonus / incentive schemes. Our flexible employee benefits can include:

• 25 days annual leave (rising to 27 days with service) plus all public / bank holidays
• Additional holiday purchasing scheme
• Contributory pension scheme
• Free parking at many of our site locations
• Range of company cars or cash allowance (including electric) for qualifying roles
• Employee assistance program to support & advise with well-being & any issues
• Extensive range of training / development & potential progression opportunities
• Employee discount scheme (discounts on several major retail / leisure brands)
• Simply Health / Dental Cover option or BUPA cover for qualifying roles
• Tax free childcare (TFC) scheme
• Enhanced maternity & paternity pay
• Long service awards (5-40 years)
• Charitable giving options
• Financial support with eye-tests / purchasing glasses (DSE users only)
• O2 Mobile discount scheme (up to 25% off)
• Candidate referral scheme (awards £750 for referring successful applicants to Macfarlane job vacancies)

Macfarlane Group is also dedicated to maximizing every employee’s potential, by providing career development plans and pathways in an environment that fosters personal growth and continuous improvement.