End User Support Analyst / Infrastructure Technician Apprentice - 18814
Penguin Random House Limited
Main role and key responsibilities:
- To provide on-going support for all end user services, including desktops, laptops, MACs, printers and associated servers
- Provide Audio Visual assistance for meetings, include audio and video conferencing.
- Assist in the management of spare and loan equipment
- Respond to incidents and service requests in a timely manner, in accordance with SLA targets
- Liaise with third party companies who are contracted to provide services to business
- Maintenance and management for EUC key servers including file, print, SCCM and Casper
- Install and support telephony services including mobile device configuration
- Respond and act upon system alerts as appropriate
- Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix
- To collaboratively work with the PRH Service Desk and ensure they receive regular communications and knowledge articles to help with first time fixes
- Work closely with other Technology teams to ensure incidents are resolved and root causes are addressed
- Collaborate with all EUC technology team members in order to deliver consistent service delivery across all UK locations
- Responsible for the review and publication of the EUC Technology Service documentation – ensuring that central support documentation is developed, maintained and used appropriately
- To offer appropriate user education on an individual basis as required
92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.
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.
- Excellent written and spoken skills, with the ability to communicate technical information to non-technical staff
- Able to display empathy, patience and understanding when dealing with customers
- Represent the technology team by always presenting a professional image when dealing with end users, third party clients, outside contractors and inter-department personnel
- Demonstrate a pragmatic, pro-active approach to identifying issues and resolving incidents / requests
- Willingness to work from other UK locations
- Commitment to the highest standards of customer service
- Able to follow policies and standards, suggesting improvements where appropriate
- Take an active interest in the activities of the technology team and the values of the business
- Focus on the advantages of working within a team, but also be comfortable with working independently as necessary
3 x GCSE (or equivalent) at grades A-C/9-4 in any subject, plus GCSE English and maths (or equivalents) at grade C/4 or above.
Infrastructure technician level 3 standard
Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.
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