IT Analyst Apprentice

Back TO Work; Harrogate; On-site; GBP 26,000 - 38,000; Full time

Job summary

Back TO Work, a North Yorkshire law firm, seeks an IT support professional to join the IT services team as the first point of contact for business IT incidents.

You will investigate and resolve issues, escalate when needed, and keep users informed while maintaining service standards.

The role covers Worksite, Outlook, VMware, Intune, Office 365 and Citrix, plus PC and laptop configuration; you will share knowledge to improve the team.

Qualifications

• Independent skills and ability to work with minimal supervision.
• Strong teamwork and collaborative approach to IT incidents.
• Excellent organisational skills and attention to detail.
• Good written and oral communication skills in a professional environment.
• Self-motivated with a genuine passion for technology.

Responsibilities

• Act as the first point of contact for all business IT incidents.
• Investigate and resolve incidents; escalate to DWP and Technical Support Team when needed.
• Monitor call lists and ensure calls are handled according to service standards.
• Support and troubleshoot technologies such as Worksite, Outlook, VMware, Intune, Office 365 and Citrix.
• Build, configure, and maintain PCs and laptops.
• Provide customers with regular updates on call status and progress.
• Share knowledge with the IT team to continually improve IT skills.
• Adhere to Incident and Problem Management procedures in the Best Practice Guide.

Skills

Independent

Team work

Organisational

Written & verbal comms

Self-motivated

Tech passion

Tools

Worksite

Outlook

Expert

Workshare

Enterprise Vault

AnyConnect

VMware

Microsoft 365

Citrix

Intune

Office 2010

Job description

A law firm in North Yorkshire has an opportunity to recruit a highly motivated enthusiastic team player to join the IT services team in to provide user support.

KEY DUTIES

• Acting as the first point of contact for all business IT incidents Answering all calls in a professional and helpful manner, with the objective of completely understanding the caller’s problem or requirement
• Investigating and resolving incidents to the best ability and escalating to DWP and Technical Support Team ( TST ) , ensure all calls are recorded effectively in the call logging system
• Monitoring the call lists to ensure all calls are being dealt with effectively and according the service standards
• Supporting and troubleshooting technologies such as Document Management System (Worksite), Outlook, Expert, Workshare, Enterprise vault, laser forms, AnyConnect, VMware, and Microsoft office 2010 applications. Intelligent Hub, Ms. Intune, Office365, Citrix, Laptops, Desktops, Apple devices.
• Building, Configuration, and Maintenance of all PC’s, Laptops
• Provide customers with regular updates ensuring they are fully aware of the status and progress of their call.
• Actively share information and knowledge with all members of the team and aim to continually improve levels of IT skills and knowledge
• Ensuring that all processes & procedures as detailed in the Best Practice Guide are followed e.g Incident and Problem Management
• Assist with project work including floor walking
• Communicating with third-party companies regarding warranty and new products
• Keeping up to date with new and changing PC/Laptop and iPhone platforms
• Maintaining good communication with International IT contacts ensuring sharing of knowledge and procedures

CANDIDATE REQUIREMENTS

• Independent skills
• Team work skills
• Organisational skills
• Good written and oral communication skills
• Self-Motivated
• Passionate about technology

Ideally has provided tech support for friends and family