Additional Resources Ltd.
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Apprentice IT Service Desk Analyst 1st Line Support - Leeds

Apprentice IT Service Desk Analyst 1st Line Support - Leeds

Package: £10k-£11k Pension & Healthcare

A leading supplier of IT Managed Services require an Apprentice IT Service Desk Analyst to work within a 1st line support team.

This role will suit an individual with a good customer service skills and some IT support skills

The role will cover a 12 hour days shift pattern of 4 days on and 4 days off covering 7 days a week and either 7am to 7pm or 10.30am to 10.30pm.


Assists in the investigation and resolution of issues relating to applications.

Carries out agreed operational procedures of a routine nature.

Contributes to maintenance, installation and problem resolution.
Following agreed procedures, identify, registers and categorises incidents.
Gathers information to enable incident resolution and promptly allocates incidents as appropriate.

Maintains records and advises relevant persons of actions taken.
Acts as the routine contact point, receiving and handling requests for support.

Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.

Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.

Deliver excellent standards in professional customer service
Register and classify received Incidents and requests via specified channels.

Responsible for obtaining the minimum required information in order to process incidents and requests in order to manage customer interactions
Fulfil standard service requests defined within the service catalogue using accessible knowledge and tools
Utilise technical knowledge to maintain first time fix levels
Management of interactions with internal and external support functions and suppliers to ensure a seamless service
Effective management of support records to ensure customers receive regular progress updates
Ensure support documentation is maintained and updated

Skills required:

Adhere to and promote service desk policies and procedures
Able to put the customer at ease and deal sensitively with issues/complaints
Take personal responsibility for customer issues and deal with issues and complaints effectively and in a timely manner delivering messages confidently
Collaborate with others to achieve high standards of customer satisfaction and escalate anything that cannot be resolved
Communicate in a clear and confident manner
Microsoft Office Products
Awareness of Windows Operating Systems, Server Infrastructure and networking

We are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003