Apprentice Helpdesk Analyst

Assist RTC Group employees who are experiencing any procedural or operating difficulty with IT applications, products or services. Reporting to the IT Coordinator, you will be responsible for dealing with 1st line support requests and, where necessary, escalating complex or high-priority issues to 2nd line support.

Roles and responsibilities

• Full administration of the company helpdesk portal
• Providing Tier 1 support for tickets logged via the company helpdesk, phone, IM or email per agreed SLA
• Liaise with third-party software & hardware vendors and provide resolution for issues not rectifiable in house
• Follow up on outstanding requests and ensure a timely resolution
• Create user accounts, configure and install hardware as part of the newstarter & leaver process
• Remote support of users in both the UK and Internationally
  Administration of the following:
• Active Directory, Azure Entra
• Microsoft 365 Products, Teams, SharePoint & OneDrive
• Mail Security Platform
• AMDB (asset management database)
• Mobile voice, data connections and VOiP phone system
• Mobile Device Management Platform
• Anti-Virus Management Console
• Support audio, video and IT equipment in conference & meeting rooms
• Perform administrative support duties
• Documenting procedures for internal use by the IT Team.
• Producing "How to Guides" for end users and publishing on the company Knowledge base online portal.
• Working extra hours to meet deadlines, as required and where reasonable.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Initiative

• English GCSE, grade 4 (Essential)
• Maths GCSE, grade 4 (Essential)
• ICT GCSE, grade 4 (Desired)