IT Support Analyst Apprentice –

at  Estio Training

BRIEF JOB DESCRIPTION:

Estio Training have an exciting new opportunity for an IT Support Analyst Apprentice with Sheridans, a law firm based in London.

JOB DESCRIPTION:

We are seeking an IT Support Analyst to join our IT team. The ideal candidate will have a passion for technology and a desire to learn and grow in a varied and dynamic environment.
This is an exciting opportunity for an Analyst who will primarily provide 1st line technical support for all incidents and service requests reported to the Service Desk in the London office.

QUALIFICATIONS:

5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths).

SKILLS REQUIRED:

• Knowledge of Windows operating systems, Microsoft Office Suite, and basic networking concepts.
• Good understanding of document formatting.
• A methodical approach to work with a strong focus on accuracy.
• Excellent written and verbal communication skills, with experience liaising with senior internal stakeholders.
• Enthusiasm, resilience, and a professional approach, with an excellent customer service ethic.
• Self-starting approach, taking ownership of matters, tasks and projects and the ability to work under own initiative and motivation.
• Comfortable sharing knowledge with other team members, upskilling and supporting other and more junior team members when necessary.
• Commitment to being a collaborative team player and fostering an attitude that promotes comradery, creativity, and innovation.
• Ability to liaise with, persuade and influence colleagues and clients at all levels.
• Ability to remain organised, prioritise and multi-task particularly when managing a large workload under pressure and to tight deadlines.
• Ability to work confidentially, remaining discreet at all times.
• Flexibility towards working out of regular hours at busy times.

• Provide first-line technical support to end-users in person, via phone, email, and chat, ensuring timely resolution and consistent prioritisation of requests.
• Troubleshoot and resolve hardware and software issues.
• Evaluate and escalate complex issues to senior team members.
• Maintain accurate records of all support requests and resolutions.
• Assist with the maintenance and administration of IT systems and infrastructure.
• Participate in the development and implementation of IT policies and procedures.
  The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the Firm and the overall business needs.