IT Service Desk Apprentice - Advanced (Level 3)

You will be responsible for providing outstanding levels of support to our clients. Dealing with issues, questions and queries received via phone, email and the self-service portal. You will undertake root cause analysis, identifying and advising on solutions.

Responsibilities

What will the apprentice be doing?

• You will be responsible for the day to day support for our external customers
• Provide first-line support services to customers
• Respond to customer queries received via telephone, email and self-service portal
• Log and track all tickets and ensure the records are kept up to date
• Ensure that all tickets are dealt with in a timely and professional manner, ensuring that all SLA’s are met
• Escalate issues to the correct support team in a timely manner with the correct information
• Raise problems and enhancement requests
• Create and manage knowledge base articles and documentation to ensure up-to-date information is available for customers
• Provide the highest levels of service and technical fault finding to internal and external customers at all times.
• Be an exceptional communicator 

What training will the apprentice take and what qualification will the apprentice get at the end?

The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation.

This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities.

QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:

• Learn on-premise and cloud-enabled technologies and services
• Learn technical content that aligns to and is relevant to employers and the market
• Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification
• Get an introduction to Windows, Linux and Powershell

What is the expected career progression after this apprenticeship?

• Opportunity of a full-time role at the end of apprenticeship dependent on performance and availability
• An opportunity to be part of a dynamic team focussed on providing excellent support and helping the business grow. There will be opportunities to progress your career within the company. 

Reality Check

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.

Skills Required

Communication skills, Customer care skills, Problem solving skills, Team working, Microsoft Office, Working under pressure

Qualifications Required

GCSE or equivalent 3 of any subject (Grade 4+ (A - C)) Essential
GCSE or equivalent Maths & English (Grade 3+ (D or above)) Essential