Your role as an Service Desk Technician will be to carry out system analysis, design, programming and configuration tasks to ensure the successful delivery of the organisations information systems that meet business and user requirements. To contribute to the analysis of end user requirements and provide third line support, guidance and advice to end users, the Information Systems and Technology (IS&T) teams and technical projects.
As an Apprentice Service Desk Technician, your job includes:
To update all relevant Service Desk systems in support of the Incident Management and Request Fulfilment processes (including asset inventories as required) ensuring that updates are accurate and in accordance with IS&T policies and standards.
To invoke third party support in accordance with established process and to assist and support third-party contractors in their work
To help identify and resolve underlying issues in accordance with the Problem Management process.
To provide support to other teams as appropriate in proactive activities such as system upgrades, driver and software installation and configurations.
To undertake established monitoring activities in accordance with the Event Management Process.
To provide technical advice and assistance to student and staff about the use of standard software and hardware products.
To promote and encourage the smooth transition of knowledge to and from the Service Desk Team, by working in partnership with other IS&T teams and project teams as directed by the Service Desk Manager.
To draft communications such as notices regarding downtime and publicity to be approved by the Service Desk Manager before being issued.
To create user manuals, frequently asked questions (FAQs) and technical support documentation for end users and IS&T colleagues, as directed by the Service Desk Manager, to capture knowledge and sharing information effectively.
To take part in the team meetings ensuring updates are timely and correct.
What experience and skills do I need?
Youll need at least five GCSEs (or equivalent) at Grade C or above including Maths, English and either IT or Science. In addition, you will ideally, although not essential, have the following skills and attributes:
Knowledge of IT Service desk functions.
Experience of working in a fast moving department.
Working knowledge of incident management and request fulfilment processes.
Experience of delivering services in a demanding customer service environment.
Experience of working within a Higher Education establishment.Excellent interpersonal, verbal and written communication skills.
Proven problem solving skills.
Practical ability to diagnose software and hardware faults that are affecting service.
Be prepared to work in a rotating shift covering the Service Desk working hours.
Be prepared to travel to remote sites as required
**Please note – as this is a level 3 apprenticeship, we can’t progress candidates forward if they hold any of the following qualifications: Undergraduate / Masters Degree, HND / HNC or Certificates of Higher Education.**
Your Accelerated training programme
Firebrand offers a unique Higher Level 3 Infrastructure Technician Apprenticeship scheme. We provide the fastest award-winning industry training and certifications with on-going support – all with the ultimate goal of securing a long-term IT career.
During your one-year programme, Firebrand provides residential training at our distraction-free training centre. Our accelerated training means you’ll achieve training with partners like CompTIA, ITIL and Microsoft faster, giving you more time to put your new skills into practice within a professional working environment. When you complete your programme, you’ll have enough industry-recognised qualifications for a great career in IT. You’ll be registered by the British Computer Society (BCS) to the Register of IT Technicians, confirming SFIA level 3 professional competence.
Future career prospects
By working hard and demonstrating your ability, drive and commitment throughout your 12 month apprenticeship scheme, upon completion you will be offered a permanent contract ensuring you have further opportunities to continue growing within this exciting organisation.
This company is an equal opportunities employer who values diversity. They do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status