IT Analyst Apprentice

Back TO Work; Selby; On-site; GBP 22,000 - 30,000; Full time

Job summary

Back TO Work is seeking a motivated IT services team member in North Yorkshire to provide user support across the organisation. The role covers incident handling, problem resolution, and proactive communication with users and teams.

You will troubleshoot a range of technologies including Outlook, VMware, Office365, Citrix, and mobile platforms, while maintaining documentation and contributing to process improvements within the IT department.

Qualifications

• Experience handling IT incidents and user support.
• Ability to investigate and resolve issues and escalate when needed.
• Familiarity with business IT processes and incident management.

Responsibilities

• Act as first point of contact for IT incidents and user requests.
• Record and log calls, monitor incident queues, and update callers on progress.
• Support and troubleshoot Worksite, Outlook, VMware, and Office applications.

Skills

Independent

Team work

Organisational skills

Communication skills

Self-Motivated

Technology passion

Tools

Worksite

Outlook

Workshare

Enterprise Vault

AnyConnect

VMware

Microsoft Office 2010

Intelligent Hub

Intune

Office365

Citrix

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