The Scottish Fire and Rescue Service (SFRS) is the largest fire and rescue service in the UK and the fourth largest in the world. Our Firefighters are at the heart of our communities and work in what can be unpredictable, but most certainly an exciting and rewarding role.
Our frontline is supported by a hardworking team of non-uniformed staff, from accountants and ICT specialists to cooks and technicians, without whom we could not function.

OVERVIEW:

We are looking for a Service Desk Apprentice and the aim of this role is to provide a high quality and customer focused first line support service to all end users. Working with the DaTS Service Desk in receiving, analysing, prioritising, recording, documenting, monitoring, assisting in the management of, and actively resolving end user service requests, fault reports and IT-related job or equipment requests, via the departments IT Service Management (ITSM) system. You will escalate incidents when considered appropriate in order to maintain SLA expectations.

RESPONSIBILITIES:

• Learn how to provide first line technical support on all IT related matters using diagnostics and remote control tools
• Communicate with users keeping them informed of incident progress
• Maintain accurate records and reporting information on the level of faults and requests, ensuring correct categorisation and priority
• Work with service providers (internal and external) to support SFRS DaTS systems
• Working with the DaTS Service Desk colleagues to define and maintain a knowledge database by amending and creating documents under the approval of the Senior Service Desk Analyst
• Attend all training and development activities as required, and complete all necessary studies and qualifications to achieve a Diploma in Digital Applications Support SCQF Level 6, progressing onto Diploma in Digital Technology IT Support SCQF Level 8