Service Desk Apprentice, Baxters - Fochabers

Job Purpose

A service desk apprentice is a vital point of contact for users seeking assistance with IT-related issues. A senior service desk engineer’s primary functions may include:

• Incident Management: Quickly addressing user inquiries and technical problems to minimise downtime and maintain productivity.
• Service Request Fulfilment: Processing requests for new services or modifications to existing services efficiently.
• Problem Management: Identifying recurring issues that could be analysed to prevent future occurrences.
• Knowledge Management: Creating and maintaining a comprehensive knowledge base to facilitate quicker resolutions and improve service delivery.
• Apprenticeship: Learn from on-the-job training, and courses to complete an apprenticeship.

Person Specification - Essential

Basic IT Knowledge: Understanding of computer systems, software, hardware, familiarity with windows Operating Systems and basic networking concepts and troubleshooting.

Interest in Technology: A genuine interest in IT and technology.

Communication Skills: Strong verbal and written communication abilities.

Problem-Solving: Excellent problem-solving capabilities.

Customer Service Orientation: A focus on user satisfaction and an understanding of those facing technical difficulties.

Team Collaboration: Capability to work effectively within a team.

Time Management: Efficiently managing time to handle multiple tasks and meet deadlines.

Person Specification - Desirable

Education: National 5 in English

Accountabilities

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Record, track and document the service desk request ticket resolution process, including all decisions made, and actions taken, through to final resolution.
• Build rapport with service desk customers.
• Escalate problems (when required) to the Service Desk Manager.
• Assist in the deployment of new hardware to users as required.
• Issue, Track and record changes in assets as set out by the company policies
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.