End User Support Technician Apprentice

TieTalent; Doncaster; On-site; GBP 18,000 - 25,000; Full time

Job summary

A leading technology company is offering an apprenticeship for the role of End User Support Technician in Doncaster. As part of the UK Service Desk Team, you will provide IT support, manage incidents, and assist end-users with service requests while developing your skills in a professional environment. This full-time position offers a great opportunity to build a career in Information Technology.

Qualifications

• Excellent customer service skills essential.
• Confidence and logical thinking approach required.
• Strong organizational and methodical problem-solving skills needed.

Responsibilities

• Handles incidents and service requests using ServiceNow.
• Logging, troubleshooting, diagnosing, and managing incidents to resolution.
• Provides high level of first-time fix for incidents.

Skills

Customer service

Logical thinking

Organizational skills

Problem-solving

Enthusiasm for IT

Tools

Active Directory

VMWare

Job description

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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.

Role Overview

The role involves working as part of the UK Service Desk Team, providing IT support to all UK business users. Responsibilities include handling incidents and service requests using the Service Desk tool (ServiceNow), logging, troubleshooting, diagnosing, and managing incidents to resolution, and assisting with service requests.

Key Duties

• Answer all calls and chats to the Service Desk within SLA response times.
• Manage incidents from start to resolution, ensuring customer satisfaction and SLA compliance.
• Assist with end-user service requests, including logging, guidance, and management until resolution.
• Accurately record incident details and troubleshooting activities in ServiceNow.
• Contribute to root cause analysis and troubleshooting, ensuring 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.
• Adhere to Thales procedures, working practices, and security requirements.
• 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

Location

Doncaster, England

Work Experience

• Systems Administrator
• Desktop Support

Languages

• English

Seniority Level

Internship

Employment Type

Full-time

Job Function

Information Technology

Industries

Technology, Information and Internet