Service Desk Higher Apprenticeship - The Scottish Fire and Rescue Service

Service Desk Higher Apprenticeship - The Scottish Fire and Rescue Service

The Scottish Fire and Rescue Service (SFRS) is the largest fire and rescue service in the UK and the fourth largest in the world. Our Firefighters are at the heart of our communities and work in what can be unpredictable, but most certainly an exciting and rewarding role.

Our frontline is supported by a hardworking team of non-uniformed staff, from accountants and ICT specialists to cooks and technicians, without whom we could not function.

Overview:

We are looking for a Service Desk Apprentice and the aim of this role is to provide a high quality and customer focused first line support service to all end users. Working with the DaTS Service Desk in receiving, analysing, prioritising, recording, documenting, monitoring, assisting in the management of, and actively resolving end user service requests, fault reports and IT-related job or equipment requests, via the departments IT Service Management (ITSM) system. You will escalate incidents when considered appropriate in order to maintain SLA expectations.

This role can be based in any of the following locations: Inverness, Dundee, Johnstone, Cambuslang and Newbridge. There will be an assessment centre day held on the 30th of October at Headquarters Westburn Dr, Cambuslang, Glasgow G72 7NA.

Responsibilities:

• Learn how to provide first line technical support on all IT related matters using diagnostics and remote control tools
• Communicate with users keeping them informed of incident progress
• Maintain accurate records and reporting information on the level of faults and requests, ensuring correct categorisation and priority
• Work with service providers (internal and external) to support SFRS DaTS systems
• Working with the DaTS Service Desk colleagues to define and maintain a knowledge database by amending and creating documents under the approval of the Senior Service Desk Analyst
• Attend all training and development activities as required, and complete all necessary studies and qualifications to achieve a Diploma in Digital Applications Support SCQF Level 6, progressing onto Diploma in Digital Technology IT Support SCQF Level 8

You will need the following skills:

Essential:

• National 4 English or equivalent
• Good communication skills
• Understand how to deliver good customer service
• Confident, enthusiastic, self-motivated and a drive to success in DaTS
• Proactive attitude to problem solving and shows enthusiasm for learning new skills
• Ability to work in a fast paced environment
• A good team player and can also add value working independently
• Undertakes work with honesty and integrity
• Well organised and methodical, operating with pace, enthusiasm and creativity

Desirable:

• National 5 Computing and English or equivalent
• A clear desire for a career in DaTS
• A knowledge of DaTS networks and peripherals

Salary: £22,129 per annum

Working hours: Monday to Friday, 9am - 5pm

Benefits:

• A competitive salary and attractive pension scheme
• A range of excellent family friendly policies including those that promote a work life balance
• Access to a wide range of employee benefits

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

How to apply

To apply for this role and to find out more, please click on the apply button.

Please note that applications may close before the application deadline, so apply early to avoid disappointment.