IT Service Desk Analyst Apprentice | Apprentify
| Reference | SW402 |
| Company Address: | Manchester, England , M1 3BE |
| Course Name: | Information communications technician (Level 3) |
| Course Duration: | 15 Months |
| Salary: | £24,000 |
| Start Date: | 21/04/2025 |
Overview
Evolution Money is a Certified B Corp with a social purpose. At Evolution Money, our mission is to redefine financial inclusion by providing bespoke lending solutions to UK homeowners. We are committed to empowering individuals and fostering long-term financial well-being.
Through innovative and purpose-driven approaches, we aim to challenge traditional norms and create a pathway for those who might be overlooked by conventional financial institutions
As our IT Support Analyst, You’ll perform tasks such as taking calls from internal customers who are raising issues with any of their IT equipment, software, hardware and try to resolve their queries.
Key Responsibilities:
Asset and configuration management - You will track, log and update information to protect assets and components. (Relevant skill level: awareness)
Customer service management - You will resolve user requests to a minimum of the agreed service level agreement. You will know how to empathise with the end user. You will use customer-focused metrics to achieve a satisfying outcome. (Relevant skill level: working)
Ownership and initiative - You will own an issue until the solution is found, escalated or the problem has been mitigated or resolved. (Relevant skill level: working)
Service reporting - You will produce relevant reports in a standard format in an agreed timeframe. You will work with stakeholders to discuss any changes in the reporting processes, and you will add commentary that provides an interpretation for the data set. (Relevant skill level: working)
Contribution – You will contribute to the creation and maintenance of support documentation. (working)
Entry requirements
This role is for you if you have:
- A desire to gain practical experience in IT while studying for the Level 3 ICT technician qualification.
- A good understanding of Microsoft Windows operating systems and core technologies
- Experience of Active Directory administration
- Hardware troubleshooting skills across a wide range of business equipment
- Experience working in a busy service desk environment
- Excellent Interpersonal skills and a positive, courteous attitude
- The ability to communicate with people at all levels and in all disciplines within our business
- Excellent organisational skills and time management
- A customer focus, contributing to our team ethos of providing excellent customer service
- A positive attitude and sense of team spirit
- A passion for IT, general technology and computing that keeps you up to date with technological advances and drives you to keep updating your skills
Non-Essential but advantageous:
- Leveraging WSUS and MDT for desktop deployments
- Maintaining endpoint control solutions
- Office 365 and Exchange Online administration
Skills requirements
Communication skills, IT skills, Attention to detail, Customer care skills, Team working, Patience,Training to be provided
You will be enrolled onto the groundbreaking, Level 3 Apprenticeship 'Information Communications Technician - Support'.
Information communications technicians support the delivery of efficient IT operations, this could be installing and configuring computer systems, diagnosing hardware and software faults, solving technical and applications problems either remotely or in person, including resolving issues such as slow performance, connection problems and an inability to access data.
Our ICT apprenticeship covers topics allowing apprentices to support organisations relying on computer and communication systems in all areas of their operations and decision-making processes. As an ICT apprentice, you will develop skills and knowledge of the industry by learning key IT essentials such as fault finding and diagnostics, preventative measures, routine maintenance, system tools and testing. You will also gain an awareness of cloud systems and physical and virtual network components including an awareness of security and firewalls, network architecture, protocols and principles of database migration.
Whether you have experience within the field or not Apprentify’s level 3 ICT apprenticeship will give you the tools to get your career started within IT support.