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End User Support Analyst Apprentice

  • Location: Colchester
  • Salary: 15000
  • Level: 2
11/09/2019 QA integration Colchester CO7 7DW

End User Support Analyst Apprentice

  • Sector: i t telecoms
  • Location: Colchester
  • Salary: 15000
  • Level: 2
End User Support Analyst Apprentice
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Employer description: 

Penguin Random House is the international home to nearly 250 editorially and creatively independent publishing imprints. Together, their mission is to foster a universal passion for reading, by partnering with authors to help create stories and communicate ideas that inform, entertain, inspire, and connect them with readers everywhere. 

Job overview: 

They are currently looking for an enthusiastic individual who has a massive passion for IT to work for their well-known publishing group, based in London. 

Main role and key responsibilities: 

  • To provide on-going support for all end user services, including desktops, laptops, MACs, printers and associated servers
  • Provide Audio Visual assistance for meetings, include audio and video conferencing.
  • Assist in the management of spare and loan equipment
  • Respond to incidents and service requests in a timely manner, in accordance with SLA targets
  • Liaise with third party companies who are contracted to provide services to business
  • Maintenance and management for EUC key servers including file, print, SCCM and Casper
  • Install and support telephony services including mobile device configuration
  • Respond and act upon system alerts as appropriate
  • Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix
  • To collaboratively work with the PRH Service Desk and ensure they receive regular communications and knowledge articles to help with first time fixes
  • Work closely with other Technology teams to ensure incidents are resolved and root causes are addressed
  • Collaborate with all EUC technology team members in order to deliver consistent service delivery across all UK locations
  • Responsible for the review and publication of the EUC Technology Service documentation – ensuring that central support documentation is developed, maintained and used appropriately 
  • To offer appropriate user education on an individual basis as required 

Desired skills and qualities: 

  • Excellent written and spoken skills, with the ability to communicate technical information to non-technical staff
  • Able to display empathy, patience and understanding when dealing with customers
  • Represent the technology team by always presenting a professional image when dealing with end users, third party clients, outside contractors and inter-department personnel
  • Demonstrate a pragmatic, pro-active approach to identifying issues and resolving incidents / requests
  • Willingness to work from other UK locations
  • Commitment to the highest standards of customer service
  • Able to follow policies and standards, suggesting improvements where appropriate
  • Take an active interest in the activities of the technology team and the values of the business
  • Focus on the advantages of working within a team, but also be comfortable with working independently as necessary  

Desired qualifications:  

3 x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade C or above. 

Working week: 

8:30am – 5pm, 

Monday – Friday, 

37.5hrs per week. 

Important Information: 

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. 

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years. 

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