IT Analyst Apprentice

Back TO Work; Scarborough; On-site; GBP 20,000 - 28,000; Full time

Job summary

Back TO Work, a law firm in North Yorkshire, invites a highly motivated IT services team player to join our user support group. You will be the first point of contact for business IT incidents, handling calls professionally and understanding the user's problem.

You will investigate, resolve or escalate issues to the DWP and Technical Support Team, keep logs, and monitor ticket queues. The role covers Office 2010, Office 365, VMware, Citrix, and Intune across laptops and desktops.

Qualifications

• Independent skills and ability to work with minimal supervision.
• Strong teamwork, communication and organisational abilities.
• Self-motivated with a keen interest in technology.

Responsibilities

• Act as the first point of contact for all business IT incidents.
• Answer calls professionally and understand the user problem.
• Investigate and resolve incidents; escalate to DWP/TST as needed.
• Record calls effectively in the logging system and monitor queues.
• Support and troubleshoot Worksite, Outlook, VMware, Citrix, and Office apps.
• Keep users updated on status and progress of tickets.
• Share knowledge with the IT team to raise overall skills.
• Assist with projects and liaison with third parties for warranties.

Skills

Independent skills

Teamwork

Organisational skills

Communication skills

Self-motivated

Passion for technology

Tools

Worksite

Outlook

Expert

Workshare

Enterprise Vault

AnyConnect

VMware

Office 2010

Intelligent Hub

Intune

Office 365

Citrix

Laptops

Desktops

Apple devices

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