Apprenticeship Service Desk Technician

Dartford

Salary £13,000 - £24,000 per annum, depending upon experience

Hours Shifts Monday to Friday, 8 am – 4 pm or 9am - 5pm or 10am - 6pm

40 hrs per week

Permanent role

Are you looking to kickstart your career in IT?

Do you have excellent communication skills and a passion for all things techy ?

Our client are an outstanding IT services provider have a great opportunity to join and expanding team who offer amazing training. As as business they offer a wide range of services across ICT, including Managed Services, Database Development, Compliance Software, Web Hosting, Training, and more.

Duties and Responsibilities:

• Ensure constant communication with clients regarding the status of their tickets, keeping them informed of any changes or outages related to their issues. 
• Actively contribute to the process of implementing innovative changes. 
• Provide clients with a friendly, quick, and helpful experience, aiming to delight them. 
• Escalate tickets requiring Service Desk Supervisor support.
• Adhere to all security procedures and remain vigilant for potential security issues. 
• Follow standard operating procedures for daily and weekly recurring tasks. 
• Abide by the schedule provided by the Service Desk Supervisor or Service Delivery Manager. 
• Occasionally assist the projects team in delivering projects on-site or remotely.
• When opportunities arise, participate in project delivery. Identify areas for improvement and offer constructive suggestions for change. 
• Identify, communicate, and mitigate potential risks to the Service Delivery Manager and clients. 
• Ensure thorough maintenance of client documentation and ensure tickets are dealt with in a timely fashion.
• Manage and document all work using the system ticketing system. 
• Provide basic remote troubleshooting for clients. 
• Serve as the first point of contact for customers through the Service Desk via phone, email, or ticket. 
• Regularly review scheduled/automated actions according to established processes. 
• Monitor the RMM dashboard and apply remediation actions as specified by processes.
• Separate tickets with multiple issues into individual tickets. 
• Submit time-sheets and expense reports as outlined in standard operating procedures.
• Undertake additional duties as required by the Service Desk Supervisor, Service Delivery Manager, or Technical Director. 
• Utilise the Ticketing System to address and resolve Service Desk Tickets and service requests

Skills / Attributes:

• Must have a love of (and ability to) solve problems & challenges
• A love of (and ability to) Solve Problems & Challenges
• An understanding of support tools, techniques and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems and network systems
• Must be able to type quickly and accurately while talking on the phone
• Knowledge of IT Applications, Software & Hardware
• IT literate – Basic to Intermediate user level
• Great Communications skills, founded in being a good listener
• A deep desire to deliver an amazing Client Experience
• The ability to speak both Geek and human

Benefits

• Company pension, Birthday leave, hybrid working, training, onsite parking & 25 days holiday per year

About the company

Our client is a multinational giant in technical and practical solutions with vast experience in OEMs stakeholders. The company is built on proven best-in-class service standards and a reputation for getting solid solutions for IT issues.

If you wish to join this exciting company and move your career forwards, feel free to apply online today

About Morgan Jones:
Morgan Jones Recruitment Consultants Limited acts as an employment agency for permanent recruitment and as an employment business for the supply of temporary workers By applying for this job, you accept the Terms & Conditions, Privacy Policy and Data Protection and Information Security Policy which can be found on the Morgan Jones website

Due to the high volume of applicants applying for all roles, we can only reply to candidates with the most relevant skills and experience If you have not heard back from us within 48 hours of your application, please assume that you have been unsuccessful on this occasion

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