IT Service Desk Analyst Apprentice
IT Service Desk Analyst Apprentice VAC001333221
Estio Training have an exciting new opportunity for an IT Service Desk Analyst Apprentice with Arthur J. Gallagher, an insurance broker, based in Wakefield.
Total hours per week: 37.50
Possible start date
09 Aug 2018
Advanced Level Apprenticeship
The IT Service Desk Analyst for North America will provide first line technical support to their North American colleagues.
Your duties and responsibilities in this role will consist of:
Providing World Class customer service.
Telephone calls from end users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems.
Determines root cause and provide accurate, creative, and timely solutions to ensure end-user productivity.
Basic level of hardware troubleshooting, repair and installation on specified products.
Communicate effectively via documentation, telephone, and e-mail.
Diligently follows standard Service Desk operating procedures; accurately logs all service desk contacts using the Incident Management tracking software.
Flexibility to backfill for peers when coverage is needed.
Work with leadership teams, customers and other service desk analysts.
Participates in projects that enhance efficiency of end user services.
Attends training sessions and assists in cross training in order to acquire and maintain knowledge of relevant software, hardware, product offerings and support policies at the PC Help Desk.
Prioritization derived from end user and business scenarios.
Help create and build upon our service desk knowledgebase.
Support, troubleshoot and maintain various IT Network resources/devices for end users.
Requirements and prospects
Excellent communication skills and telephone manner.
Excellent organisational and troubleshooting skills.
CRB security check required.
Financial credit check required.
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
Although not mandatory, it is desirable that the successful applicant has an interest in computing, internet technologies, social media etc.
Minimum 5 GCSE’s or equivalent Grade C+ (including Maths).
Computing related qualification (if appropriate).
A-Levels or equivalent.
The role potentially offers long term security and the opportunity to progress into a permanent position.
About the employer
Arthur J. Gallagher & Co. is one of the world’s largest insurance brokerage and risk management services firms. They provide a full range of retail and wholesale property and casualty brokerage and alternative risk transfer services globally, extensive employee benefit consulting, and exceptional actuarial services. Gallagher also offers claims and information management, risk control consulting and appraisal services, human resource consulting, and retirement services to clients around the world.
Arthur J Gallagher
Jacobs Well Lane
The Estio Training programme gives people the opportunity to practical experience in the IT industry whilst still employed in a real paid job with no cost or debt.
Learners will receive ten weeks of intensive training. Whilst in the workplace, apprentices will also receive continual assessment, and help and guidance from a dedicated trainer who will be there to ensure that they get the most from their work experience.
This apprenticeship will give you a Level 3 Infrastructure Technician Standard with training in areas such as:
Functional skills, Maths L2 and English L2.
PC Fundamentals and & Customer Service Skills.
Business Processes & Network Fundamentals.
Coding & Logic.
ERR Employment Rights and Responsibilities.
Networking and Architecture.
Some of these modules will include an option to take an examination in order to receive a professional certificate.
Applications for this apprenticeship are being processed by Estio Technology Recruitment Ltd
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