IT Service Desk Apprentice

Rochdale, Lancashire
QA Limited
Who you’ll be working for:Agilisys Ltd is one of the UK’s most innovative IT and business software and services providers, helping our clients to transform their businesses through a suite of citizen-centric technology products.What’s in it for you:You will gain experience of providing quality technical first-line service, including recording incidents, service requests and requests for change, resolving incidents received and developing a customer service focused approach to call management.As a QA apprentice, you’ll gain on-the-job experience, earn a salary and receive all your training at no cost to you. With our career progression pathways, you can take your learning as far as you want – all the way from a Level 3 apprenticeship to a Bachelor or Masters degree, completely ;90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.You will be responsible for:

• Accurately recording all calls via phone or email into the Service Management Tool
• Communicating with users by phone, email and via intranet
• Providing a high standard of customer care, by taking ownership of incidents
• Performing an accurate assessment of calls, performing first time fix where possible.
• Providing technically accurate solutions to users and customers
• Updating new user information, relocations etc
• Updating existing articles and contributing new documentation where appropriate
• Liaise directly with external maintenance suppliers

You will need the following skills:

• Experience of working within a customer service environment, preferably within IT
• Good problem-solving aptitude and skills.
• A positive analytical attitude
• Ability to diagnose technical faults quickly and accurately
• Excellent communication skills

The following knowledge would be beneficial:

• Current Microsoft Windows computer operating systems
• Hardware and systems software installation and support
• PC hardware components and peripherals
• Standard business applications current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients

Entry requirements:

• 3 GCSE’s (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 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 ;Find out more here:
Working week:40 hours per week, Monday – Friday 8am – 6pm on a shift basis.As the Service Desk is open 24/7 there may be requirement to cover some weekend and night shifts on a rota ;Future prospects: 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.Important information:QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.Apply now to visit the QA site and start YOUR journey to a successful apprenticeship.