IT Service Desk Apprentice - QA : Job Details

Employer description:

With over 30 years’ experience, PenCarrie has built a strong reputation as a leading B2B supplier to the garment decoration industry. PenCarrie stocks over 3,500 product lines from over 75 of the industry’s top brands from promotional t-shirts to high specification outdoor wear. With a primary focus on meeting the needs of customers, PenCarrie delivers not just on choice but on customer service, reliability and the values that make it one of the leading companies in the market. We are a family business employing 300 PenCarrie members each of whom is as passionate about the business as the next.

Overview:

You will provide technical support to team members and occasionally to external customers to help them resolve any software and hardware problems with technology and ensure that an effective solution is provided in a timely manner.

Responsibilities:

• Triage incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues.
• Evaluate documented resolutions and analyse trends for ways to prevent future problems.
• Assist in software releases and roll-outs and communication to the end users.
• Document all relevant information, including name, department and nature of problem or issue.
• Prioritise and schedule tickets. Escalate (when required) to the appropriate resolver groups or management.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases and FAQ resources to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organisation.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

You will need the following skills:

• Knowledge of basic computer hardware.
• Experience with desktop and server operating systems, including Windows 10/11 and Windows.
• 2016/2019/2022 server operating systems.
• Exceptional written and oral communication skills.
• Exceptional documentation skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

The following experience would also be beneficial:

• Previous experience in a similar role.
• Experience with Jira or similar Service Management tools.
• Familiarity with the fundamental principles of ITIL.

Entry requirements:

• 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. 

For more information please visit the UK ENIC website.

Working hours:

9am – 5:30pm.

Benefits:

• Subsidised canteen, we recommend the flapjacks!
• Discretionary profit-led quarterly bonus scheme.
• Life assurance, private health and dental insurance.
• Charity fundraising events.
• Cycle-to work scheme.

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 

Interested? Apply now!