Apprentice Service Desk Analyst

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Job Description

This is a fantastic opportunity for an apprentice to join a leading IT Managed Service Provider (MSP) based in North Shields. eastQuay IT support companies across the UK with their IT equipment, and provide cloud services, communications, and a range of other related services.

They are a forward-thinking company with a growth mindset and are seeking an apprentice service desk analyst to join the team in providing excellent IT remote support to their clients.

Vacancy details

Location
  • North Shields
Salary
£15k – £17k / Year
Contract

Full-time, Apprenticeship

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Responsibilities

This is an excellent opportunity for someone to join eastQuay IT’s great, supportive service desk team and undertake a level 3 IT Support Technician Apprenticeship. You will become a valued member of the team at the forefront of their technical support desk, while gaining industry recognised certifications through the apprenticeship training program.

You will need a passion for IT; an understanding of excellent customer service; an enthusiastic, positive attitude; and the willingness to talk to people, exhibit confidence, and work at a high level with varied customers and technologies.

Your daily responsibilities will include:

  • First point of contact for customers reporting IT issues via a multitude of channels (including phone, email, and customer portals)
  • Providing excellent customer service
  • Raising, prioritising, and working on support tickets
  • Configuration of new client devices
  • Providing remote and onsite support to a variety of clients
  • Following and creating documentation and processes

Required Skills

  • A minimum of 4 GCSEs at grade 4 and above – including Maths, English and ICT
  • Excellent written and verbal communication skills
  • A keen interest in learning and working with new IT technologies
  • A positive attitude with a willingness to speak up and ask for help and the ability to engage others in conversation
  • A focus on customer service
  • Good time organisation
  • Attention to detail
  • A logical approach to various issues

Whilst a driving licence is not required, it would be extremely beneficial.

Information Communications Technician Training

During this advanced apprenticeship, you will learn a vast range of knowledge, skills and behaviours, covering topics such as:

  • Data Security
  • Hardware & Software
  • Computer Networking and so much more.

You will undertake the ground-breaking Professional Apprenticeships Information Communications Technician Level 3 qualification. Professional Apprenticeships are an Ofsted Outstanding rated training provider and hold the title of Bristol and Bath Apprenticeship Training Provider of the Year for 2021.

The programme is designed to mould you into a high-level, all-rounded technician. You will learn in detail about:

  • Cloud & Mobile Technologies
  • Technical Problem Solving
  • Advanced-Data Security
  • Computer Networks
  • IT Communication & much more.

These modules are designed to jump-start your career and make you stand out in an increasingly competitive field, boosting your future earning potential. 

Progression

Staff development is key and there will be a clear progression path for after your apprenticeship, helping you progress your IT career.

Culture & Benefits

There are many IT companies, but none quite like eastQuayIT. They are quite a dynamic and positive company, who get along well with their clients and suppliers.

They offer the chance for staff to progress and encourage learning and developing new skills – as well as working in a great environment with a supportive and friendly atmosphere.

  • A competitive starting salary of £15,000-£17,000 per annum
  • 20 days holiday, plus bank holidays and never work your birthday
  • Bonus scheme paid every 6 months (Directors Discretion)
  • BUPA private medical care after passing probation
  • Free gym membership
  • Company funded events / nights out

eastQuay IT is an equal opportunity employer committed to creating a culture that respects and values each other’s differences; promotes dignity, equality, and diversity; and encourages individuals to develop their true potential.

This role will be full time, working 37.5 hours per week in a shift pattern between 07:30 and 18:00.

You will be based in their North Shields office and will be required to attend client sites on occasion, with a company vehicle being provided for these journeys.

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