Trainee IT Service Desk Analyst

01 Dec 2016
12 Dec 2016
Contract Type
Full Time

The Role:

We are recruiting for a Trainee IT Service Desk Analyst to join our It Service Desk Team in Bristol. The Trainee IT Service Desk Analyst is a 1 year fixed term contract role undertaken as part of an IT apprenticeship. The role reports to the IT Service Desk Team Leader - Apprentices and undertakes duties under the guidance of the Team Leader and 1st and 2nd Line Service Desk Analysts.

In return you will receive a competitive remuneration coupled with the genuine opportunity to be part of successful team and firm dedicated to continued growth. You will also receive access to TLT's industry recognised training and development programmes ensuring you are provided with the tools for a successful career.

About You:

TLT looks for talented people, distinguished by technical excellence, with a willingness to embrace team working and a passion for client service. As the successful Trainee IT Service Desk Analyst you will be able to demonstrate the following:

No formal experience is required, all post holders must be undertaking a Level 3 IT Apprenticeship and be prepared to undertake Level 4 training.
You will be working with the IT Service Desk team who will provide support and guidance for the role, experience in working in a fast paced environment within a busy team is essential.

The Remit:

As a Trainee IT Service Desk Analyst we expect you to deliver the following:

First 3 months

While undertaking initial Level 3 training on the apprenticeship scheme the post holder will spend every other week with TLT, the post holder will undertake the following tasks.

To undertake all aspects of the TLT Joiner, Leaver and Transfer process (JLT).
To assist in the logging and assigning of incidents and requests that are logged to the IT Service Desk via e-mail.
To assist in the management of IT stock levels across all TLT offices.
To undertake the incident closure process, ensuring that all incidents have been closed successfully, or reactivating where appropriate.

Months 3 to 6

To undertake all above duties and:

Assist the Service Desk with problem investigation and testing of workarounds under the direction of IT Service Desk 2nd line team.
Continue development through structured training in 1st line Service Desk tasks.
Assist the Service Desk with the distribution of replacement hardware as required.
Undertake Level 4 training as part of apprenticeship programme.

Months 6 to 9

To undertake all above duties and:

Take ownership of all incidents logged by email, resolving where possible and escalating following Service Desk procedures.

Months 9 to 12

To undertake all above duties and:

Provide 1st line phone based Service Desk support.

About Us:

We are an award-winning, full service commercial law firm with over 950 employees and 100 partners across 6 offices in all 3 UK jurisdictions. Legal Week has recognised TLT as part of the UK's Top 50 law firms and we are ranked in the top 5 for delivering client satisfaction. We are described as an 'energetic ambitious firm' with an 'open minded entrepreneurial culture' and have been named as a 'first class' employer by Best Companies Limited.

Research shows that our clients and employees describe us as energetic, entrepreneurial & driven. We always look to recruit highly talented individuals who have the drive to develop and succeed and who are naturally collaborative.

The Recruitment Process:

This role is being processed by the TLT Recruitment Team. We will respond to every application received and we aim to do so within 14 days.

TLT is committed to creating a diverse working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate. You can find more information about a career at TLT along with all our vacancies at