Apprentice ICT Service Desk Engineer

at  Great Places Housing Group

WHY ARE YOU HERE?

Reporting to the Service Desk Team Lead, the Apprentice ICT Service Desk Engineer will provide support to internal customers, helping them to be productive when using technology to do their own jobs, by using tools to problem solve and trouble shoot non routine problems. They will also be involved in setting up people up on systems and providing support when needed, rectifying issues to maintain the organisations productivity.

WHAT YOU’LL BE DOING, OVER TIME AND WITH TRAINING AND SUPERVISION OF AN EXPERIENCED COLLEAGUE…

• Help diagnose malfunctioning systems, hardware and software
• Log and manage ICT technical support incidents and queries
• Setup new users on both our systems and on any hardware required for their role
• Test new software and hardware and report on its suitability to the business
• Create new knowledge base articles for our customer portal and other members of the team
• Adopt a flexible working style to ensure the delivery of a high standard of service and positive customer experience
• Assist with the ongoing provision of a secure ICT infrastructure
• As part of the first line team you will be responsible for managing the teams queue as well as your own so as to deliver services within agreed SLA’s
• As first point of contact to the colleagues, you will problem solve users technical questions to a wide range of abilities
• Maintain our asset register along with user profiles and system access rights
• To adopt a flexible responsive maintenance service between the core working hours (currently Monday to Friday 8.00am – 6.00pm)
• To complete all requirements of the apprenticeship programme and ensure other essential learning has been achieved within an a timely manner