IT Support Technician Apprentice

Northrop Grumman; Cheltenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading aerospace and defence technology company in Cheltenham is seeking a dedicated support technician. You will be responsible for managing incident requests, providing customer support, and ensuring service levels are maintained. The ideal candidate will possess strong communication skills and relevant qualifications like GCSEs in Maths and English. This role offers competitive benefits and the opportunity for professional development.

Benefits

Flexible working arrangements

Competitive salary

Pension

Annual holiday allowance of 25 days

Life assurance

Employee assistance programme

Professional development

Online learning

Qualifications

• Must be customer focused.
• Analytical approach with good questioning & listening skills.
• Good verbal and written communication skills.
• Confident and self-motivated with a positive can do attitude.

Responsibilities

• Support the end-to-end management of incidents and service requests.
• Act as a central point of contact between users and IT Services.
• Log all tickets and service requests from users.
• Resolve tickets by implementing fixes or workarounds.

Skills

Customer focus

Analytical approach

Good communication skills

Self-motivated

Hands-on team player

Microsoft Office applications

Windows operating systems

Troubleshooting skills

Education

3 GCSEs at grades 4+ (A-C)

GCSE Maths and English at grades 3+ (D or above)

Job description

Overview

You will be working with the UK Service Desk, supporting the end to end management of incidents and service requests reported by our users and achieving first time fix where possible. This will involve escalating and liaising with other business units in order to resolve issues within the defined SLA, acting as a central point of contact between our users and IT Services, the management of incidents and service requests, receiving and recording all calls from our users within our ticket management tool, providing initial assessment of all tickets, attempting first time resolution and/or escalation, monitoring and escalating tickets according to our SLA's and keeping users informed on status and progress of their tickets.

Monitors the service desk mailbox and unassigned queue when assigned the task to ensure that emails and requests are actioned and responded to in a timely manner and adhere to any SLA's set

Call/chat handling for all inbound customer contact to support new and existing ticket requests

Assist in creating new or updating existing documentation

Log all tickets and service requests reported via telephone, chat, email, or automatically generated

Take ownership of specific tickets, ensuring that they are monitored, tracked and updated accurately and concisely throughout their lifecycle

Carry out initial support and classification of tickets and service requests to determine the correct SLA / urgency

Ensure that all telephone, chat and email requests are logged within the ticket management tool

Complete investigation and diagnosis via the remote management tools available or via communication with the end user

Resolve tickets by implementing permanent fixes or work around to known errors

Resolve service requests by following standard work instructions / processes

Invoke appropriate technical escalation to ensure SLA is achieved

Provide a single point of contact to the user for tickets, ensuring regular status updates are communicated to the customer

Identify and report any potential service breach to the Service Desk Management

Qualifications / Skills

• Must be customer focused
• Analytical approach with good questioning & listening skills
• Good verbal and written communication skills
• Confident and self-motivated with a positive can do attitude
• Hands-on team player
• Good working knowledge of Microsoft office applications (Outlook, Excel, Word)
• Good working knowledge of Windows operating systems
• Basic understanding of network infrastructure and system components
• Able to use own initiative to troubleshoot and find solutions to technical issues
• Driving licence and own vehicle (suggested due to office location)
• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

About Northrop Grumman

Northrop Grumman is a leading American aerospace and defence technology company that designs and builds advanced systems for air, space, land, sea, and cyberspace. Its work spans stealth bombers, autonomous aircraft, satellites, missile defence, and cybersecurity solutions-supporting U.S. and allied defence operations worldwide. Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we\'re a top 50 training provider, dedicated to helping you succeed.

Benefits

• Flexible, compressed and hybrid working arrangements
• Competitive salary
• Pension
• Annual holiday allowance is 25 days, plus bank holidays and additional paid leave is available for Carers and Reservists
• Life assurance
• Online benefits platform
• A range of health benefits
• A range of financial benefits
• Employee assistance programme
• Family friendly policies
• Travel benefits including car scheme and Cycle To Work
• Professional development
• Online learning

Future prospects

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.