IT Service Desk Engineer Apprentice

We are QA. We shape the next generation of technologists, leaders and innovators. By powering potential – the potential of over a quarter of a million learners a year. We empower them to push boundaries and thrive in the workplace. Why we do learning: For over 30 years, we’ve worked in technology – where the impact of great learning is changing the world. A bold statement, but hear us out. We are right at the centre of a technological revolution. Devices are not just connecting people, cities and countries – they are connecting to each other, collecting data and using it to learn and make themselves better. Soon we will have cars that can drive themselves, fridges that make sure we never run out of milk and computers that can learn from their own mistakes. Driving this revolution? People. And this is where we come in. People advancing their knowledge in technology – to enrich society – build a new culture – better how we live our lives, and how we work together. People are learning to use technology to drive phenomenal change. This is our passion – powering their potential. About the role: Your responsibility will be to provide 1st line support to internal and external customers. Being the first point of contact, we want someone who will make a great impression and help resolve any incidents, where possible. You will have the ability to take responsibility for faults and work requests, and proactively seek resolutions for customers while keeping them informed of progress. Responsibilities: Adopt ITIL best practice, to handle incoming incidents or requests to the Service Desk via: telephone, email or end-user portal to ensure courteous, timely and effective resolution of end user issues Escalate incidents where required to 2nd and 3rd line teams Display excellent customer service and maintain outstanding customer satisfaction levels Record end user identification information Record incident details with a high level of accuracy Carry out initial analysis on incidents and requests to assess appropriate next steps Prioritise, schedule and escalate incidents as and when required Required skills: Excellent communication skills and telephone manner A self-motivated achiever who gains satisfaction from providing excellent customer service IT-literate with skills in the use of Microsoft Office application such as Word, Outlook and Excel You’ll have a keen interest in IT and must be able to work as part of a busy support team Working closely with other departments you will need to build relationships with both internal and external customers 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 thi