Service Desk Analyst Apprentice (LEK Consulting)

at  BPP Education Group Apprenticeships

LEVEL 3 DIGITAL SUPPORT TECHNICIAN WITH LEK CONSULTING

Weekly Hours Worked - Monday to Friday 40 hours a week. Variable some weeks 8-5 and some weeks 9-6 depending on job needs.

QUALIFICATIONS:

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

TECHNICAL SKILLS

• Understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android.
• Good understanding of Microsoft packages including excel/word/outlook/teams.
• An aptitude for acquiring technical skills and an eagerness to learn about all L.E.K. software and hardware.

ROLE SUMMARY:

The L.E.K. IT Department is seeking a Service Desk Analyst I to join the team. This position will report directly to the Regional Service Desk Team Lead.
The Service Desk Analyst I provides excellent face to face customer service, follows instructions to deliver zero defect deployments, takes direction well, executes assigned project tasks on time, and is self-motivated.

JOB DESCRIPTION & RESPONSIBILITIES:

The L.E.K. IT Department is seeking a Service Desk Analyst I to join the team. This position will report directly to the Regional Service Desk Team Lead.
The Service Desk Analyst I provides excellent face to face customer service, follows instructions to deliver zero defect deployments, takes direction well, executes assigned project tasks on time, and is self-motivated.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Providing level 1 support to the L.E.K. global staff via multiple communication channels including but not limited to phone, video, chat, in person, and email.
• Troubleshooting hardware and software issues courteously and expeditiously.
• Keeping inventory accurate and assessing the requirement for IT equipment.
• Answering and appropriately handling customer support requests via phone, e-mail, voice mail, and instant messaging.
• ·Managing regional staff motion procedures such as account creation, laptop imaging and configuration, desk setup, mobile configuration, equipment distribution and collection etc.
• Liaising with regional admin or smart hands to setup/reimage laptops in remote offices when required.
• Managing IT equipment upgrades for the region.
• Work with supplier warranty to repair broken laptop and mobile.
• Other IT related functions and projects as requested that are not limited to daily support.