Apprentice 1st Line Service Desk Engineer

Overview

Can you envisage yourself working with South West’s leading managed service provider?

How about a company that puts people before technology and allows you to shape your own work environment? If you have the passion, motivation, and dedication to provide first-class customer service, you may be what we’re looking for.  

Join a team that is committed to revolutionising the way people work and communicate.  As a Apprentice 1st Line Service Desk Engineer, you will be the first point of contact for IT-related queries from our diverse client base.  As well as helping and advising end-users with a range of queries, you will also communicate and solve technical issues over the telephone and via remote support.  You’ll also oversee managing tickets, escalations and follow-ups.   

Responsibilities and tasks

• Take, log and progress tickets on the helpdesk system
• Routine, planned and reactive maintenance IT equipment and peripherals across the client base, including cleaning
• Hardware and software repairs in a workshop facility
• Carry out network documentation and reporting
• Diagnose and resolving faults on IT equipment
• Refer serious technical and support problems to senior staff and the appropriate technical/support facility, to ensure the quick resolution of faults
• Install software and hardware including the updating of drivers and antivirus software
• To record and update requests for support and maintenance with feedback to requestors regarding progress
• Provide support for Server based operating systems, desktop and office 365
• Attend relevant courses in respect of professional development of ICT knowledge
• Undertake small local projects and participate in larger projects under direction
• Always maintain confidentiality in respect of customer-related matters and to prevent disclosure of confidential and sensitive information
• To be familiar with the requirements of Data Protection legislation and to ensure compliance with it
• To undertake any other duties of a similar level and responsibility as may be required

Sound like the job for you?  You will need:  

• Competent in Microsoft Office applications
• Confident and professional telephone manner
• Good written and verbal communication skills
• Ability to understand, interpret and analyse data
• Ability to input data accurately and efficiently
• Confidence and ability to learn new IT systems quickly
• An interest in computers and computing
• Ability to absorb new ideas and concepts quickly
• An organised and methodical approach to work
• Ability to work well as part of a team as well as on their own
• A self-starter who is able to follow instructions and complete tasks

Desired qualifications