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Job Details
Company Baltic Training Services
Job Title: Apprentice Service Desk Analyst
Job Category: IT / Helpdesk
Job Description:
Interested in gaining valuable experience whilst working towards industry led training? Baltic Training and Serco are delighted to be in partnership to recruit 5 Apprentice Service Desk Analyst's to join an existing IT department based in Bournville, Birmingham! This exciting opportunity comes due to the continued success of Serco, who are a service and outsourcing company with experience of delivering essential public services for more than 40 years! If you are a pro-active, well-organised, self-motivated individual with a methodical approach to problem solving and excellent customer service skills then this is the role for you! About Apprenticeships : A wise man once said, "The bigger the challenge, the bigger the opportunity to grow". Apprenticeships are built around this principle. Apprenticeships are not an easy way out, they are a commitment and a journey on which you will learn to overcome challenges and break down barriers. With the help of employers, an apprenticeship offers a structured and practical approach to learning. You will train in way that supports you, while you develop the skills you need to be successful in the fastest growing sector in the UK. If you're looking to revolutionise the way you learn, you are looking for an apprenticeship. Duties: Working on a multi-client Service Desk, the Apprentice Service Desk Analyst will perform a first line IT support and incident management function within the Service Desk, providing support to local government, public and commercial sector customers. This role focuses solely on the Service Desk throughout the Apprenticeship. Duties include, although are not limited to: To provide a customer focused service with a strong sense of quality and a desire for delivering service excellence. * Oversee the execution of tasks assigned and to work well with own/ client teams to remove any obstacles. * Set and meet customer (internal and external) expectations, promising only that which can be delivered. * Identify new opportunities within own area and appropriately engage client or manager in the pursuit of such opportunities. * Provide innovative, workable solutions / plans for take on and continued delivery of the service. * Answer all contacts within contractual SLA's and meet all other SLA and KPI targets. * Ensure communication delivered to users is accurate, appropriate and high-quality. * Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards. * Deliver to first level resolution targets and improve on first level resolution. * Deliver to remote resolution targets and improve on remote resolution. * Triage contacts to support teams and escalation areas as required. * Be responsible for delivering a high-quality IT support service in line with target SLAs. Training to be Provided: * Level 3 Diploma in ICT Professional Competence * Level 3 Advanced Diploma in ICT Systems and Principles

Employment type: Permanent
Salary/Hourly Rate: From: 210 To: 210 £ GB
Min. Qualifications:
Min. Experience (Years): Unspecified
Job Location: Birmingham - England - West Midlands Region
Post Date: 05 Jan 2018
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