IT Service Desk Analyst Apprentice - 80395 - Advanced (Level 3)

CDW (Employer)

QA Apprenticeships (Training Provider)

£15,000 per annum
37.5 hours per week
16 months (duration)
(start date)
Digital (route)
15 August 2022 (application closing date)
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Job Description

Employer description:

CDW is a global and diverse employer with an extensive range of customers and technologies to support.

Working within the vibrant, fast paced Service Desk, there is no such thing as a typical day. Each customer requires excellent customer service, and everyone has a responsibility to ensure any incident is resolved as quickly and efficiently as possible.

Overview:

We are now looking for an eager candidate to join us as an apprentice.

You will have the opportunity to gain valuable skills, knowledge and experience as you complete an IT systems and networking - Cloud Network Specialist - Level 3 Apprenticeship.

Main responsibilities:

  • Proactively keeping Customers informed, via telephone and/or email, on incident or request status and progress.
  • Updating incidents and managing them through our system, within the SLA (service level agreement).
  • Escalating tickets to the relevant teams as and when necessary.
  • Adhering to Major Incident Management procedures.
  • Adapting and keeping up to date with processes and procedures.
  • Proactively maintain and develop customer and technical knowledge.
  • Identify and escalate potential service issues, or opportunities for improvement.
  • First line troubleshooting for every-day issues which will involve remoting on to external systems so the customer can continue with their day.
  • Provision, maintenance and removal of security privileges for users in line with security compliance procedures.

Desirable skills:

  • A desire to continuously learn and adapt to new customers and technologies
  • Excellent communication and interpersonal skills
  • Ability to work solo and as part of a team
  • A desire to take ownership and accountability to see your work through to resolution
  • Good knowledge of Word, Excel, Outlook and PowerPoint

Personal qualities:

  • Ability to work under pressure and to tight deadlines
  • A creative, positive and inquisitive nature with a ‘can do’ attitude

Entry requirements:

The entry requirements for this Cloud Network Specialist programme are as follows:

  • 3 GCSE’s (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 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.

Assessment day:

Assessment day planned for August 2022.

Salary:

During the apprenticeship period [16-months], the apprentice will be earning £15,000 per annum.

Once the apprenticeship is completed, at 16-18 months [depending on the candidate], the salary will be increased to £21,000 per annum.

Benefits:

CDW offers a wide range of benefits such as:

  • Gym/health club memberships
  • Cycle to work schemes
  • Private and travel insurance to name but a few

CDW supports co-workers by providing ongoing development and is supportive of co-workers being their authentic selves at work.

This helps people achieve their fullest potential and become better at collaborating, have bolder innovations and strong drivers to achieve success!

Future prospects:

This role will be on a 6-month probationary period, thereafter pending successful completion, will lead to a permanent position.

Important Information:

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.

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This page contains public sector information licensed under the Open Government Licence v3.0. The information provider is the Education and Skills Funding Agency.