Service Desk Apprentice

QA Limited; Glasgow; On-site; GBP 23,000; Full time

Job summary

A technology services company is seeking a Service Desk Apprentice in Glasgow to provide high-quality first line support. Responsibilities include maintaining records, resolving IT-related service requests, and developing technical skills through training. Required skills include good communication and a proactive attitude. A competitive salary of £22,129 per annum and various employee benefits are offered.

Benefits

Attractive pension scheme

Family friendly policies

Employee benefits

Qualifications

• Confident and enthusiastic with a drive for success in DaTS.
• Ability to work in a fast-paced environment.
• Well organized and methodical, operating with pace and creativity.

Responsibilities

• Provide first line technical support using diagnostics tools.
• Maintain accurate records of faults and requests.
• Work with service providers to support SFRS DaTS systems.

Skills

Good communication skills

Customer service delivery

Proactive problem solving

Team player

Education

National 4 English or equivalent

National 5 Computing and English or equivalent

Job description

Overview

We are looking for a Service Desk Apprentice and the aim of this role is to provide a high quality and customer focused first line support service to all end users. Working with the DaTS Service Desk in receiving, analysing, prioritising, recording, documenting, monitoring, assisting in the management of, and actively resolving end user service requests, fault reports and IT-related job or equipment requests, via the departments IT Service Management (ITSM) system. You will escalate incidents when considered appropriate in order to maintain SLA expectations.

Location

This role can be based in any of the following locations: Inverness, Dundee, Johnstone, Cambuslang and Newbridge. There will be an assessment centre day held on the 30th of October at Headquarters Westburn Dr, Cambuslang, Glasgow G72 7NA.

Responsibilities

• Learn how to provide first line technical support on all IT related matters using diagnostics and remote control tools
• Communicate with users keeping them informed of incident progress
• Maintain accurate records and reporting information on the level of faults and requests, ensuring correct categorisation and priority
• Work with service providers (internal and external) to support SFRS DaTS systems
• Working with the DaTS Service Desk colleagues to define and maintain a knowledge database by amending and creating documents under the approval of the Senior Service Desk Analyst
• Attend all training and development activities as required, and complete all necessary studies and qualifications to achieve a Diploma in Digital Applications Support SCQF Level 6, progressing onto Diploma in Digital Technology IT Support SCQF Level 8

You will need the following skills

Essential:

• National 4 English or equivalent
• Good communication skills
• Understand how to deliver good customer service
• Confident, enthusiastic, self-motivated and a drive to success in DaTS
• Proactive attitude to problem solving and shows enthusiasm for learning new skills
• Ability to work in a fast paced environment
• A good team player and can also add value working independently
• Undertakes work with honesty and integrity
• Well organised and methodical, operating with pace, enthusiasm and creativity

Desirable:

• National 5 Computing and English or equivalent
• A clear desire for a career in DaTS
• A knowledge of DaTS networks and peripherals

Salary: £22,129 per annum

Working hours: Monday to Friday, 9am - 5pm

Benefits

• A competitive salary and attractive pension scheme
• A range of excellent family friendly policies including those that promote a work life balance
• Access to a wide range of employee benefits

Future prospects

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

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 6.

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