IT Service Desk Support Apprentice

Start your IT Support career with METCLOUD!

Gain experience of providing 1st & 2nd line support to a range of clients, resolving issues and problems with customers' IT infrastructure, providing insight and proposing solutions to IT issues. You will work on a range of projects, including upgrades, migrations and implementations.

You will be seconded to an IT business in Redditch while undertaking an apprenticeship training program with QA.

As a small company, we provide closer access to experienced engineers and leaders. Apprentices can benefit from a wider variety of responsibilities and more visibility within the business. The company focuses on Microsoft technologies and often supports staff in gaining Microsoft certifications.

Our culture is built around learning, collaboration and opportunity. We want apprentices to feel supported from day one, develop valuable technical and professional skills, and build a long-term career in a fast-growing technology business.

Responsibilities:

Learning many aspects of providing support to customers, including helping users who have technical issues or need help with supporting applications

Dealing with alerts and automated system monitoring

Ensure that all systems and services are proactively maintained, monitored and supported to ensure that we are meeting set SLA's

Monitor the Service Desk email inbox to respond to support calls logged via email

Answer telephone and complete support issues from initial contact to resolution. Log all calls in the relevant Call Logging system

Provide 1st and 2nd line support on calls assigned by a service desk team member or other Support Engineer

Escalate incidents when required to 3rd parties, external resources, or others

Investigate, diagnose and troubleshoot a wide variety of problems with network and computer hardware, device drivers, operating systems and application server software

Write up support calls and maintain documents and records to a professional standard; for example, Request for Change (RFC's), Customer Build Logs and Tech Docs

Attend the site and carry out any on-site support work as required

Provide excellent customer service by understanding the business drivers, taking proactive action and providing clear communication

Desirable skills:

Friendly and approachable attitude

Patience and empathy when helping users

Focus on delivering a positive user experience

Logical thinking

Ability to follow steps to diagnose issues

Willingness to learn and find solutions

Entry requirements:

3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject

GCSE Maths and English (or equivalents) at grades 3+ (D or above)

Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

For more information please visit the UK ENIC website.

Working hours: Monday to Friday, 9am - 5:30pm

Benefits:

Private health care (after completing 1 year of service)

Death in Service (after completing a 3-month probation period)

Social gatherings such as go-karting, ten-pin bowling.

Exposure to cloud computing, IT support, cybersecurity, infrastructure, and Microsoft technologies.

Career progression opportunities

Future prospects:

Guaranteed job opportunity once completing the apprenticeship and qualifying. Many apprentices move into roles such as:

IT Support Engineer

Cloud Engineer

Infrastructure Engineer

Cyber Security Analyst

Technical Consultant

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.