IT Support Apprentice

The Key Responsibilities for our IT Support Apprentice are to:

• Provide VIP Customer service to existing clients
• First response on the Helpdesk solving technical queries over the phone and via email
• Swiftly identify issues and fix supported systems
• Quickly escalate any challenges that cannot be resolved by 1st Line
• Log the agreed amount of time each week against assigned tasks
• Clearly document and record time for all conversations, research and solutions provided on each ticket
• Classify and escalate any Change or Sales requests being made on tickets
• Contribute to projects and attend client sites as required
• Produce Network Audit Reports and highlight any concerns to Lead Engineers
• Meet SLA’s including call answering, first response times and logged hours
• Assist in the ongoing documentation of business processes in accordance with ISO 27001 and 9001 accreditations
• Share ideas and best practice with colleagues and peers

Skills Required

• Proven experience working within an IT Support environment
• Experience creating and managing Office 365 Users
• Windows 10 and/or macOS administration experience
• Outlook and Microsoft Remote Desktop knowledge
• Basic understanding of networking
• Ability to produce accurate, high-quality work in a progressive, fast-paced team
• Use good grammar, spelling and be comfortable using the phonetic alphabet
• Confident phone manner and excellent communication skills
• Efficient with Microsoft Word, PowerPoint and Excel
• Ability to multi-task and work well in a team as well as on own initiative
• Enjoy the demands that come with working in a client-facing environment to defined KPI’s

How to apply

If this sounds like a role for you, a role to utalise your passion for IT, then apply through the LDN Apprenticeships webpage.