Liverpool, United Kingdom
Internship Explorer
Internship Explorer
IT Service Desk Apprentice Location: Vesty Business Park, Vesty Road, Bootle, L30 1NY Qualification; Level 3 Information Communications Technician £17,500 starting salary Ref - 1959 When you join one of Telent’s Apprenticeship Programmes you will be working as part of a company that effects the everyday lives of people across the UK and Ireland. With our diverse portfolio of projects and areas of specialities, we offer a range of apprenticeships to suit different types of learners. You will have the opportunity to grow, develop and learn from professionals whilst building your career with Telent and gaining industry leading qualifications. We rely on our Early Careers Talent to become our leaders of the future, so its vitally important for us to find the individuals with passion and potential to achieve together. Join Telent and be part of something bigger. When you join our IT Team at Telent, you'll be empowered to innovate and drive common solutions, working closely with technical experts who are proud of the impact their work makes. Come and join a high-performing team that are dedicated to complex and critical tasks. Help us build and keep the nation's critical infrastructure connected and protected. What you’ll do: * Provision of 1 ST , 2nd and 3rd line remote and in person IT support of End User Compute environment, software distribution and software packaging. * Taking ownership for all incidents and requests * Initial incident triage of all requests * Maintaining the rapport with customers by displaying a detailed understanding of their support requirements * Maintaining high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution * Learn and follow the Escalations Procedure and understanding the process * Ensuring timely call resolution to achieve Service Level Agreements * Learn how to document existing IT solutions and processes * Identify improvements to existing IT solutions and process * Install, configure, upgrade and support hardware such as laptops, desktops, printers and telephony * Incident, Service Request & Asset management * Provide excellent customer service and support to ensure timely and effective resolution of user issues. * Implement industry-accepted security baselines and provide compliance reporting. * Evaluate user requirements and recommend technical solutions. * Monitor and analyse computer system performance and capacity, and provide recommendations for improving the computing infrastructure. Who you are & what to prepare for: * This role would suit someone who is passionate about ICT, troubleshooting and enjoy problem solving. * We don’t require individuals with experience as we will provide full training in all aspects of the role to ensuring safe working practises are met. We are looking for candidates with the right attitude, commitment, and desire to learn * Although supported throughout the programme by us at Telent you will need to take ownership of your tasks and personal development * Our customer service is critical to our users and the services we provide and having a flare for customer service is an important trait to be successful in the role. * You will need to have strong problems solving and attention skills. * Communication is vital; you will need to be an effective communicator both in writing and verbally
