IT Support Desk Technician Level 3 Apprenticeship - Integrity

IT Support Desk Technician Level 3 Apprenticeship - Integrity

About Integrity:

Integrity is an organisation that likes to cut through the jargon associated with IT. We are from the generation that had to load Windows on floppy discs, and over the past 30 years there have been huge changes in technology, but our commitment to providing IT advice and support has remained the same. We have maintained the connection to what our clients want, and we pride ourselves on working with integrity in all we do and say.

About the role:

As the IT Support Desk Apprentice, you will provide remote support to Integrity’s clients nationwide. Our apprentice will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. You will respond to tickets in line with Integrity’s support process which involves using the ticketing system, analysing issues, isolating problems, and implementing the solutions, keeping customers informed of the progress of their ticket.

Responsibilities:

• Identify, analyse, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Prioritise ticketing system flow by following our procedures and using IT Glue (our knowledge base) for resolution
• Meet or exceed KPI goals
• Troubleshooting of the following, though not limited to: desktop issues; hardware and connectivity issues

You will need the following skills:

• Strong customer service
• Comfortable talking on the phone, politely supporting customers, and having a good general understanding of business technology
• Self-motivated and proactive
• Problem solving
• High attention to detail
• Ability to follow instructions and policies
• Ability to adapt to changing and fast-moving environments

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.

Working hours:

40 hours per week, office based, 8am – 4pm or 10am – 6pm

Benefits:

• Includes a company shirt, and if eligible, access to the pension scheme
• They will be trained in the use of the relevant products we use as standard operating procedures

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

How to apply

To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.