Apprentice IT Support Analyst

Type

Permanent - Full Time

Location

London

Job Role

Information Technology



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Job title: Apprentice IT Support Analyst

Reports to: Service Desk Manager

Location: London

 

What are we looking for?

 

We have an exciting opportunity for enthusiastic, professional and friendly IT apprentice looking for an 18 month placement.  You will play a central role in our busy IT department and will gain invaluable hands-on and varied experience that will be fundamental to your CV as you prepare for your future career.  You will be educated to GCSE standard in Maths and English (minimum) and you will have a positive, can-do attitude. 

You will need excellent communication skills (both written and verbal) and strong interpersonal skills including a helpful, responsive and collaborative approach and a strong customer service ethos. Your application should demonstrate evidence of your enthusiasm, commitment to delivering work and assistance of a high quality, and a strong work ethic.  You will also need to be able to work under pressure and have the potential to troubleshoot and resolve problems in a methodical and logical way.   

Areas of focus and responsibilities

 

  • First-line support including responsibility for answering the Service Desk phone, emails and walk-ups
  • Communications support including responsibility for video conferencing system connections, laptop, tablet and mobile phone configuration
  • Work as part of the desktop development team, evaluating and testing new releases of software
  • Perform desktop support functions to users located in the London office and telephone support to the other offices and users working outside the office when necessary
  • Assist with user account creation and management
  • Administer the hardware and software inventory, ensuring records are kept fully up to date
  • Log calls in the Service Desk call logging software to ensure incidents are managed in a timely manner and escalated using the correct procedures.  Close calls when a satisfactory resolution has been achieved 
  • Correctly diagnose PC, laptop and printer hardware faults and liaise with 3rd party engineers. Repair calls should be carried out within reasonable time scales and monitored to resolution
  • Inform the Service Desk Manager of any escalating support issues in order that they may be resolved within reasonable time scales
  • Provide desk side assistance as appropriate
  • Work on projects as required
  • Documentation of technical knowledge and processes using established templates and share with the team.

 

This list of duties and responsibilities is not exhaustive.  It is intended to describe the general content of, and requirements for the performance of this job, and as such, the role may also include the undertaking of additional tasks as required.

 

Skills and attributes

 

  • Windows 10 Professional
  • MS Office 2013 – Word, Excel, PowerPoint and Outlook
  • Computer, laptop, iPhone and printer hardware knowledge is desirable
  • Able to troubleshoot and resolve problems methodically and logically
  • Commitment to support others
  • Empathise with customer frustrations; capable of dealing with people in a calm, effective manner
  • Inspires confidence
  • Excellent communication skills
  • Ability to use own initiative
  • Organised and accurate with a high level of attention to detail
  • Able to work under pressure
  • Good attention to detail
  • Excellent timekeeping
  • Enjoys being a team player

 

The Essentials

 

  • Hours required: Monday to Friday, 9:30am to 5:30pm, with 1 hour for lunch. Flexibility is a must as shift coverage and occasional overtime during projects and rollouts may be required
  • Notice period: 4 weeks
  • Duration of contract: 18 months
  • Competitive salary
  • Benefit package including pension, denplan, season ticket loan, subsidised gym memberships, lifestyle discount scheme, the ability to buy and sell holidays, computer and mobile phone scheme, doctors consultation service, cycle to work scheme, on site café plus more

 

About Withersworldwide

 

Withersworldwide has been acting for successful individuals, families and institutions for over 100 years. We advise clients on the full range of their business, personal and philanthropic legal needs, both at home and abroad. With offices in the key financial centres of Europe, Asia-Pacific, the United States and the Caribbean, we provide coverage and services that other law firms focussed on the needs of the individual cannot. We have represented 70% of the Top 100 in The Sunday Times Rich List, 25% of the Forbes 400 List, 35% of the Hong Kong Forbes Rich List, and 35% of Forbes Asia's Richest Families list.

 

 

Equal Opportunities Employment Statement

 

It is the policy of Withers Worldwide to provide equal opportunities for all employees in relation to recruitment, training and promotion. Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of ethnic origin, religion, sex, age, sexual orientation or disability.



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