IT Service Desk Engineer Apprentice

We are QA.
We shape the next generation of technologists, leaders and innovators. By powering potential – the potential of over a quarter of a million learners a year. We empower them to push boundaries and thrive in the workplace.

Why we do learning:

For over 30 years, we’ve worked in technology – where the impact of great learning is changing the world.

A bold statement, but hear us out. We are right at the centre of a technological revolution. Devices are not just connecting people, cities and countries – they are connecting to each other, collecting data and using it to learn and make themselves better. Soon we will have cars that can drive themselves, fridges that make sure we never run out of milk and computers that can learn from their own mistakes.

Driving this revolution? People.

And this is where we come in.

People advancing their knowledge in technology – to enrich society – build a new culture – better how we live our lives, and how we work together.

People are learning to use technology to drive phenomenal change. This is our passion – powering their potential.

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.

• 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 escape incidents as and when required

• Excellent communication skills and telephone manner
• A self-motivated achiever who gains satisfaction from providing excellent customer service
• IT-literate with skills in the use of Microsoft Office application such as Word, Outlook and Excel
• You’ll have a keen interest in IT and must be able to work as part of a busy support team
• Working closely with other departments you will need to build relationships with both internal and external customers

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Learning is not just a service we provide, it’s a way of life at QA, and we try to ensure that everyone has the opportunity to take advantage of our huge and varied range of learning and development options, so everyone is eligible for 3 Training Days every year, to focus on subjects they’re interested in.

We also know that many people like to “give back” and so we offer 2 paid Charity Days each year to support your chosen…