IT Service Desk Apprentice

QA Apprenticeships; City of Edinburgh; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Mentoring scheme throughout Apprenttes

Luxury office space in Edinburgh

Mental health awareness benefits

Track record of taking on apprentices

Job summary

Computershare in Edinburgh is seeking an IT Service Desk Apprentice to join the Global Tech Support team. The role focuses on first-line support across multiple channels, with mentoring and shadowing to prepare you for a self-sufficient analyst career.

You will learn to resolve incidents, manage access requests, software and hardware tasks, and contribute to service improvements. The programme leads toward a nationally recognised SCQF Level 8 qualification and a professional career path.

Qualifications

• Professional and courteous telephone manner.
• Willingness to work flexible hours / shifts.
• Strong verbal and written communication skills.
• Experience of working in a team.
• Able to learn new technologies and work in a technical environment.
• Able to follow set processes & procedures and highlight potential improvements.
• Understanding of Microsoft products.

Responsibilities

• Respond to customer queries and requests via phone, live chat, email and support tickets.
• Provide first contact resolution (FCR) through troubleshooting using the knowledge base and tools.
• Contribute to continual service improvement by identifying repeat incidents and suggesting process improvements.
• Complete user access requests, software installs and local hardware requests.
• Build and maintain good working relationships with all teams across the organisation.
• Ensure procedures and documentation are kept current and communicated to the team.
• Meet goals and KPIs as set by the line manager.
• Ensure all work adheres to internal/external audits, regulations and SLAs.

Skills

Telephone manner

Flexible hours

Communication skills

Teamwork

Learning ability

Process adherence

Microsoft products

Education

SCQF Level 8 IT Support Professional

Tools

Microsoft Windows

Job description

Computershare is a global leader in financial administration with over 14,000 employees around the world, serving over 25,000+ clients. If you are looking for an exciting and unique opportunity, to help drive their next phase of growth Computershare are currently seeking an IT Service Desk Apprentice to join the team in their global technology hub based in the centre of Edinburgh.

About the role:

The 24/7 Global Tech Support Team is responsible for managing all first line service and support tasks for Computershare customers across the globe and ensuring business critical systems remain available at all times. Ensuring that customer experience is paramount at all times, the Service Desk function is responsible for logging all incidents and requests, including categorisation, prioritisation and where possible providing a first contact resolution.

As an IT Service Desk Apprentice you will be assigned a mentor who will focus on preparing you for a job as a self-sufficient apprentice analyst through shadowing, training and increasing the your service knowledge.

Responsibilities:

• Respond to customer queries and requests via a number of methods including phone calls, live chat service, email and support tickets

• Provide first contact resolution (FCR) through troubleshooting whenever possible using the knowledge base and other tools at your disposal

• Contribute to the team’s continual service improvement objectives; identify repeat incidents and highlight potential process improvements

• Complete user access requests, software installs and local hardware requests

• Build and maintain good working relationships with all teams across the organisation

• Ensure that all procedures and documentation are kept current, and that any amendments are communicated to the team

• Meet goals and KPIs as set by the line manager

• Ensure that all work carried out by the Global Service Centre adheres to internal and external audit requirements, business regulations, and service level agreements

Desirable skills:

• Professional and courteous telephone manner

• Willingness to work flexible hours / shifts

• Strong verbal and written communication skills

• Experience of working in a team

• Able to learn new technologies and work in a technical environment

• Able to follow set processes & procedures and highlight potential improvements

• Understanding of Microsoft products

Working hours: Initially you will start working on an 8 hour shift pattern starting anywhere between 8am – 2pm Monday to Friday. With the Service Desk Analyst role you may move onto a 2pm – 10pm shift.

Benefits:

• £21,000 salary – increasing to £26,000 once completed apprenticeship

• Mentoring scheme throughout apprenticeship

• Luxury office space based in the centre of Edinburgh

• Mental health awareness benefits

• Track record of taking on over 50 apprentices within service desk

Future prospects:

With Computershare your further career development is vital, with Global Tech Support’s Internal development program which provides you with pathways into roles such as Application Support, Software Development, IT Security and many more.

This is an excellent opportunity to work for an organisation who invest in talent and will provide full support whilst you work towards your IT Support Professional SCQF Level 8.

Important information:

This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 8.

If you are interested in starting your career and receiving a work based qualification at the same time