IT Service Desk Engineer Level 3 Apprenticeship

Launch your IT career with QA!

Gain hands-on service desk experience, support customers, solve technical issues and earn a recognised apprenticeship qualification while you learn.

About the Role

• Your responsibility will be to provide 1st line support to internal and external customers.
• Being the first point of contact, we want someone who will make a great impression and help resolve any incidents, where possible.
• You will have the ability to take responsibility for faults and work requests, and proactively seek resolutions for customers while keeping them informed of progress.

Responsibilities

• Adopt ITIL best practice, to handle incoming incidents or requests to the Service Desk via: telephone, email or end-user portal to ensure courteous, timely and effective resolution of end user issues
• Escalate incidents where required to 2nd and 3rd line teams
• Display excellent customer service and maintain outstanding customer satisfaction levels
• Record end user identification information
• Record incident details with a high level of accuracy
• Carry out initial analysis on incidents and requests to assess appropriate next steps
• Prioritise, schedule and escalate incidents as and when required

Required Skills

• Excellent communication skills and telephone manner
• A self-motivated achiever who gains satisfaction from providing excellent customer service
• IT-literate with skills in the use of Microsoft Office application such as Word, Outlook and Excel
• You’ll have a keen interest in IT and must be able to work as part of a busy support team
• Working closely with other departments you will need to build relationships with both internal and external customers

Entry Requirements

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Benefits

• Learning is not just a service we provide, it’s a way of life at QA, and we try to ensure that everyone has the opportunity to take advantage of our huge and varied range of learning and development options, so everyone is eligible for 3 Training Days every year, to focus on subjects they’re interested in.
• We also know that many people like to “give back” and so we offer 2 paid Charity Days each year to support your chosen charity in whatever way you choose.
• If you get involved in charity fundraising, QA will also double any sponsorship money raised, up to £250.
• This is over and above the charitable activities that we encourage through our annual QA fundraising drives – you can get involved with this as much or as little as you like. We see it as a great way to foster team building too.
• We all need to take time out to recharge our batteries from time to time and enjoy some down time, so we provide a fairly generous 25 days’ holiday per annum (rising to 28 days after 5 years) – with the option to buy more if you wish.
• It’s important, too, to plan for the future and ensure we are able to maintain the lifestyle we have worked so hard to achieve, once we retire from the hurly burly and slow down to enjoy our later years, so we offer a defined contribution pension plan and will match your contributions up to a maximum of 4% of your basic salary.
• Then there are two of our core benefit offerings, not the most exciting, but we consider it important to ensure everyone has the peace of mind provided by Life Assurance (4x your basic salary) and Permanent Health Insurance (after a qualifying period) in the event that ill health, or worse, disrupts our plans.
• And finally, a few fringe benefits to assist with travel and lifestyle choices:
• Season ticket loan
• Corporate gym membership
• Cycle to work scheme

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.