IT Service Desk Apprentice

01 Dec 2016
29 Dec 2016
Contract Type
Full Time
A fantastic opportunity has arisen in Bristol for an IT Service Desk Apprentice!

Who you`ll work for

Reporting to the IT Service Desk Manager you will be working for a top UK Law firm.

As an IT Service Desk Apprentice, here's what you'll be doing:

The IT Service Desk Apprentice will be working in a team that handles sensitive information, and is expected to understand and comply with the Firm`s Information Security policies and adhere to related documented procedures. We attained the ISO270001 standard for information security. The IT Service Desk Apprentice will be required to undertake mandatory Information Security training, and pass the associated test to demonstrate an understanding of the Information Security standard, and the impact that has on the operation of the Firm, as well as of the duties the IT Service Desk Apprentice undertakes.

Your role also includes:

-Utilising effective communication skills to communicate with team members, customers and key stakeholders, utilising oral, face to face and written communication skills as required in all aspects of the role.
-To undertake all aspects of the company Joiner, Leaver and Transfer process (JLT) including the creation, configuration and deletion of user accounts and applications as required across all company systems
-To assist in the management of IT stock levels across all company offices, while adhering to and supporting our Asset Management policy, including the handling of IT asset disposal in line with the WEEE regulations.
-Building and configuring a range of laptops, PC`s and VDI`s in adherence with our build procedures, using Microsoft System Centre Configuration Manager (SCCM) to identify the status of the asset and manage software deployments as required.
-Assisting in the review and management of software licenses across key systems.
-Configuration and provision of mobile phones and laptops including handover sessions with users to demonstrate the functionality of the device, including remotely connecting the device to our network resources such as email, digital dictation, 2 factor authentication and remote access services
-Undertake daily system maintenance tests of all IT systems to confirm system health, ensuring any test failures are appropriately logged, and escalated, in line with documented procedures.
-Providing 1st line support to company users by responding to incidents logged by phone, email and self-service.
-Assist the Service Desk with problem investigation and testing of workarounds under the direction of IT Service Desk 2nd line team
-Manage incidents to ensure SLA targets and KPI's are met including 50% First Contact Resolution (working towards 70%)

What experience and skills do I need?

You don`t need loads of professional experience in IT. However, you`ll need at least five GCSEs (or equivalent) at Grade C or above including Maths, English and IT / Science.

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.

Our research shows that our clients and our employees would describe us as energetic, entrepreneurial & driven.

Your Accelerated training programme

Firebrand offers a unique Level 3 IT Apprenticeship scheme. We provide the fastest award-winning industry training and certifications with on-going support - all with the ultimate goal of securing a long-term IT career.

During your one-year programme, Firebrand provides residential training at our distraction-free training centre. Our accelerated training means you'll achieve certifications with partners like CompTIA, ITIL and Microsoft faster, giving you more time to put your new skills into practice within a professional working environment. When you complete your programme, you'll have enough industry-recognised qualifications for a great career in IT. You'll be registered by the British Computer Society (BCS) to the Register of IT Technicians, confirming SFIA level 3 professional competence.

Future career prospects

By working hard and demonstrating your ability, drive and commitment throughout your 12 month apprenticeship scheme, upon completion you may have the opportunity for a permanent position