Apprentice Helpdesk Analyst

We are looking for apprentice helpdesk analyst to provide essential first-line IT support to users experiencing technical difficulties. This role involves diagnosing and resolving basic hardware and software issues, typically via phone, and email. As part of your apprenticeship, you will study via day release at East Surrey College. Upon successful completion of the apprenticeship, you will gain a Level 3 Information Communications Technician Apprenticeship Standard.

Large & Small

Apprentice Helpdesk Analyst

We are looking for apprentice helpdesk analyst to provide essential first-line IT support to users experiencing technical difficulties. This role involves diagnosing and resolving basic hardware and software issues, typically via phone, and email. As part of your apprenticeship, you will study via day release at East Surrey College. Upon successful completion of the apprenticeship, you will gain a Level 3 Information Communications Technician Apprenticeship Standard.

Mid

Division

Nexteq

Reporting Line

Location

Crawley, West Sussex

Employment Status

Full-Time, permenant

Salary

Competitive

Key responsibilities

  • Dealing efficiently and politely with internal customers across the company’s global offices.
  • Accurately logging information regarding IT problems into the ticketing system.
  • Triaging and, where possible, resolving IT problems using the skills developed on the job and through formal training.
  • Communicating clearly with customers regarding the status of their issues.
  • Providing remote and in-person technical support.
  • Setting up and configuring different IT equipment and resources, including laptops, printers, mobile devices, video conferencing, etc.
  • Completing asset management and lifecycle tasks.
  • Creating user accounts, managing passwords and access to resources according to company policy.
  • Performing regular checks on systems and equipment to ensure it remains in good working order.
  • Participating in team and topic-specific meetings as necessary.
  • Assisting with other support or project work as directed by members of the team.
  • Reviewing and updating the IT documentation and knowledgebase.
  • Providing basic user training for hardware and software use.

Qualifications

GCSE or equivalent in:

  • English (grade 4 / C or Equivalent)
  • Maths (grade 4 / C or Equivalent)

Personal Attributes

  • Attention to detail and dependable.
  • Good communication skills, able to clearly articulate both verbally and in writing.
  • Customer focused – polite, responsible, and keen to engage with others.
  • Keen interest and good baseline skills in IT, including:
    • Using and administering Microsoft Windows.
    • Using Microsoft Office.
    • Communicating using Microsoft Teams and other video conferencing software.
  • A desire to learn and grow within a small but well-respected team within our business.