Apprentice IT Service Desk Technician

Base Location: Leeds

Your responsibility will be to provide 1st line support to internal and external customers. Being the first point of contact, we want someone who will make a great impression and help resolve any incidents, where possible. You will have the ability to take responsibility for faults and work requests, and proactively seek resolutions for customers while keeping them informed of progress.

Key Responsibilities

·Adopt ITIL best practice, to handle incoming incidents or requests to the Service Desk via: telephone, email or end-user portal to ensure courteous, timely and effective resolution of end user issues.

·Escalate incidents where required to 2nd and 3rd line teams.

·Display excellent customer service and maintain outstanding customer satisfaction levels

·Record end user identification information

·Record incident details with a high level of accuracy

·Carry out initial analysis on incidents and requests to assess appropriate next steps

·Prioritise, schedule and escalate incidents as and when required

Experience/ Skills

·IT-literate with skills in the use of Microsoft Office application such as Word, Outlook and Excel.

A little more about QA: QA is one of the largest learning services organisations in the UK, developing skills and capabilities for everyone from apprentices to business leaders. Headquartered in London, but with a nationwide network of state-of-the-art training centres, QA Group is comprised of four fast-growing divisions- Learning, Apprenticeships, Consulting and Higher Education- all of which deliver innovative and cutting-edge skills solutions to UK organisations.

Apply now – here’s how! Simply hit the apply button. But if you want to know more or have any questions, please email vidita.kabbe@qa.com

Equal Opportunities At QA, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.s