IT – 1st Line Support Analyst Apprentice

Reporting to the Service Delivery Manager, your main duties will be to ensure the progression and swift resolution of tickets logged with the Service Desk and delivering superior services in line with Service Level Agreements, managing client expectations throughout.

As an analyst on the Service Desk, you will act as the first point of contact for customers who report incidents and log service requests.

The primary objective of the role is to provide first time resolution, achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our specialist teams to investigate and resolve.

Throughout the process, you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and ITRM, and will providing timely updates, ensuring the fault is assigned the correct level of priority and attention.

This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and possess a broad technical knowledge across a range of technologies.

General summary:

• Administering and supporting the customer’s infrastructure
• Delivering first line support
• Acting as the first point of contact for customers
• Demonstrating the ability to troubleshoot and resolve support issues within agreed SLA
• Providing regular, clear communication to customers
• Diagnosing and resolving incidents to the customer’s satisfaction
• A strong desire and focus on continued improvements and personal development
• A desire to be part of an overall team and achieve team goals
• To continually strive to improve overall firm effectiveness
• Proven ability to work under pressure and with other people
• Work with a sense of urgency
• Attention to detail
• A clear and friendly telephone manner
• Ability to multi-task
• Must be able to demonstrate a ‘customer first’ approach to support
• Flexible and willing to work outside core business hours as required
• Strong communicator

• Communication skills
• IT skills
• Customer care skills
• Problem solving skills
• Team working
• Initiative
• Microsoft Windows 7-10 & MacOS
• Knowledge on Microsoft Office
• Hardware troubleshooting
• Understand workstation builds
• Desire to keep improving
• Work with a sense of urgency
• Ability to multi-task
• A clear telephone manner
• Strong communicator
• To strive for improvement
• Desire to be part of a team

• English GCSE or equivalent, grade 4/C - 9/A* (Essential)
• Maths GCSE or equivalent, grade 4/C - 9/A* (Essential)