IT Service Desk Apprentice - Learn & Lead Tech Support

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

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.