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IT Helpdesk Support Apprentice

  • Location: Ashford
  • Salary: 11000
  • Level: 2
11/10/2019 QA integration Ashford TW15 2RP

IT Helpdesk Support Apprentice

  • Sector: i t telecoms
  • Location: Ashford
  • Salary: 11000
  • Level: 2
IT Helpdesk Support Apprentice
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Employer description: 

We design, implement and manage technology solutions that will keep evolving with your business. We can provide a scalable service to meet your needs by listening to your business needs today, as well as what you want to achieve in the future.

We will ensure we implement technology to help and assist your business.

Our solutions are smart, flexible and uniquely geared to meeting your specific challenges.

Security – Timeless IMS can provide you with the most appropriate network and visual security solutions that your business needs. 

Cloud – Timeless IMS cloud specialists will help you manage your business and workload with ease and connect your teams. 

Intelligence – Timeless IMS provide managed data intelligence solutions to assist in improving business operations and performance. 

People – Timeless IMS will help you bring out the best of your organisation, our solutions will support your best asset, your people. 

Main responsibilities: 

  • To provide 1st and 2nd line technical support desk-side via email or phone
  • To log, update and manage all support requests using Wrike
  • To advice users on computer best-practices
  • To help with software installation and configuration
  • Ensure all networked computers have antivirus, disk encryption and firewall
  • Take ownership of technical issues and see incidents through to successful resolution
  • To update incidents/request Wrike task timely and comprehensively
  • Provide progress updates to internal customers (end-users)
  • Perform vendor and management escalation of customer issues in a timely and appropriate fashion
  • Provide customer focused desktop support to senior management and all employees in the UK and USA
  • Install, set up, update, troubleshoot and resolve issues on laptops, desktops, printers
  • Provide floor port patching upon request and help with Wi-Fi and VPN connectivity 

Desirable skills: 

  • IT experience, with proven technical support experience
  • Knowledge of desktop environments Windows 7, 8, 10 and MacOS
  • MS Office and advanced MS software support (Office 365 desirable)
  • Excellent customer-service focus, with a positive, ”can do” attitude
  • Initiative taker, results driven
  • Able to work under pressure and on tight deadlines
  • Organised with good attention to detail
  • Analytical and problem-solving skills
  • Excellent communicator
  • Flexible team player, comfortable in a multi-national environment
  • Professional approach 

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. 

Future prospects: 

You’ll gain a full time position upon successful completion of the apprenticeship. 

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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