IT Support Apprentice

Stoke on Trent, United Kingdom

Full Time

IT service delivery including Incident, Problem, Change and Release Management processes along ITIL best-practice guidelines, focusing on break-fix and maintenance tasks as well as general user support.

Service Desk functions

  • Incident management
  • Problem management
  • Change management
  • Release management
  • 1st line support

ITSM Duties

  • Full logging of all incidents raised by users and IT, whether RFFs, RFCs or RFIs
  • Full logging of all steps taken to resolve incidents
  • Identification of incident trends in order to escalate to problem status in order to reduce incident rates
  • Capturing of satisfaction feedback from users
  • Supporting the move to user self-service by ensuring knowledge base articles and training is effective
  • Supporting the continuous improvement of IT service delivery, improving closure & satisfaction rates

Other Responsibilities but not limited to

  • Active Directory management, with the creation of new users, day-to-day support issues, and managing leaver accounts
  • Reinstallation, build, hardware/software fault diagnosis
  • Mobile device support and asset management
  • Documenting resolutions to build up and maintain the internal knowledge base articles and create help documents that can be shared with the wider teams.
  • Occasional travel to other NVS locations to deep dive into challenging issues.
  • Regular engagement with user base, e.g. weekly tips email, posters, Intranet postings, etc
  • Software installation
  • PC / Laptop builds

Progression Opportunities

  • 1st line support
  • Application Support
  • Infrastructure Support

 

Personal attributes:

REQUIRED

  • Competent in general IT skills
  • Naturally customer-facing and service-orientated
  • Flexible in terms of hours and location
  • Innovative by nature and happy to experiment with new technology solutions in controlled environments
  • Pro-active and with a positive, can-do attitude

PREFERRED

  • Problem-solving ability
  • Experience of working in a team
  • Attention to detail

Applicants should be aware that in line with our Drugs and Alcohol policy we reserve the right to conduct random drug and alcohol tests.

NVS Group is committed to equality of opportunity and this underpins our employment and recruitment procedures. We use objective, job-related criteria when making appointment decisions and our selection criteria is based on skills, experience, qualifications, and an ability to do the job.

Due to the large number of applications, we receive, we regret that we will not contact candidates that have not been selected for interview. If you have not heard from us within 2 weeks, you should assume that you have not been successful on this occasion.

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