Wyre Solutions Limited

Apprentice Support Analyst - Software Developer Level 4 - Higher (Level 4)

Wyre Solutions Limited (Employer)

Tdm Wyre Academy (Training Provider)

Weekly wage £168.75
37.5 hours per week Monday to Friday - 9:00 - 17:00
24 months (duration)
16 November 2020(start date)
Software developer (apprenticeship standard)
Digital (route)
13 November 2020 (application closing date)
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Job Description

Apprentice Support Analysts are valued members of our team who provide support to our customers across the globe in various industry sectors. Apprentice Support Analysts will provide a single point of contact for support customers, providing 1st and 2nd line diagnostics, fault resolution, incident management escalation and request fulfilment.


Wyre Solutions are looking for a self-motivated individual who possesses a high level of passion for learning and challenges, and a desire to grow and develop themselves, always going the extra mile. Wyre are attracted to genuine individuals who are self-starters and are extremely motivated, with high energy levels, passion and drive with a positive attitude. The successful candidate will be eager to learn, develop and embrace new skill sets and techniques to assist the wider team and contribute to achieving our business goals.

Key Responsibilities 

  • Provide support as part of Wyre Solutions global Service Desk, in alignment with ITIL best practises for; Incident, Problem, Request and Change Management
  • 1st line triage, 1st and 2nd line incidents and requests resolution raised by customers via self-service portal, phone call and/or email to ensure they meet specified SLA’s
  • Complete daily call management processes on all ITSM stacks allocated to the candidate for ownership
  • Ensure regular communication is maintained with customers for progression of their tickets in a timely manner
  • Classification and prioritisation of calls in-line with ITIL Incident and request processes to allow for trending and reporting to drive management information
  • Maintain an understanding of applicable technologies used by Wyre Solutions customer to contribute to a higher level of first-time fix rates, continual service improvement
  • Proactively create and update knowledge articles to allow the service desk to deliver a standardised and repeatable service to customers 
  • Create training material which is end user friendly and conduct customer training sessions onsite or remotely for key applications
  • Provide application release management support in and out of hours through patching and cloning exercises defined by customer maintenance windows
  • Create change management documentation and attend customer Change Advisor Board (CAB) when requested, explain in detail what the change is, and will the impacts/risks be of implementation
  • Raise/query database and application errors with 3rd parties using the tools specified on behalf of customers

In addition, all Wyre Solutions employees are expected to work within the terms of their contract of employment, policies and procedures along with adhering to signed customer polices or procedures. 

Future Prospects

Potential opportunity for a full-time role at the end of the Apprenticeship subject to business needs.

Reality Check

• Competitive perks and rewards • Monthly / Quarterly and Annual employee awards • Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). For more information please visit: https://www.gov.uk/national-minimum-wage-rates

Skills Required

  • Strong customer focus - committed to providing first-class customer service
  • Strong written and oral communication skills
  • Excellent writing and documentation skills
  • Have a passion for IT and emerging technologies
  • Problem-solving skills
  • Accuracy and attention to detail
  • Critical reasoning
  • Ability to work in a fast-paced environment and successfully handle multiple tasks simultaneously

Qualities Required

  • Ability to learn new skills
  • A positive team attitude, a sense of humor and a willingness to be flexible to accommodate a variety of tasks using a positive initiative
  • Ability to work as a member of a team and also on their own initiative
  • An organised work ethic taking ownership of issues to see them through to completion
  • Ability to meet deadlines and cope effectively under pressure, excellent time management and prioritisation skills
  • Flexibility to work occasional overtime or evenings when required

Qualifications Required

Minimum of 4x GCSE’S grace A-C/7-4 including English and maths.

Training Provided

Software Developer Level 4 Apprenticeship Standard:

  • The successful candidate will undertake a two year nationally recognised qualification through TDM
  • This is a work-based learning programme which will require commitment to block weeks in a training room once every quarter working towards the qualification along with weekly off the job training and monthly coaching sessions
  • You will be required to demonstrate through the standard that you meet all competencies and behaviours which will lead to the achievement of the qualification. These block weeks will take place at either of our training centres, in Birmingham or Worcester, whichever is more suitable for your location
  • You will have a designated mentor in the workplace to support your learning and at the end of programme will be assessed via an external assessment body

The modules will include:

  • KM1 Software Developer Methodologies
  • KM2 Software Languages
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