Apprentice IT Service Desk Analyst
QA Apprenticeships
Slough, Berkshire, GB
4d ago

The University of St Andrews is a diverse and international community of almost 12,000 students and staff, typically of over 140 nationalities.

It has over 9000 students, just over 7,000 of them undergraduates, and employs approximately 2,500 staff - made up of c.

1,190 in the academic job families and c 1,350 in the non-academic job families.

Under the leadership of current Principal Professor Sally Mapstone, the University’s Strategy (2018-23) is to broaden its global influence, become more diverse and consolidate its long-

held position amongst the top five universities in the UK.

The plan sets out St Andrews’ ambitions to grow its international profile, champion diversity and inclusivity, expand its portfolio of world-

leading research, develop stronger links with industry and embed a new culture of entrepreneurship among students and staff.

It also places social responsibility at its heart, with a pledge to manage growth in student numbers, foster a growing culture of sustainability and pursue a research and teaching agenda for the wider public good.

The University is one of Europe’s most research-intensive seats of learning. In the Research Excellence Framework (REF) 2014 it was ranked top in Scotland for quality of research output and one of the UK’s top 20 research universities.

St Andrews is consistently held to be one of the United Kingdom’s top five universities in university league tables compiled by The Times and The Sunday Times, The Guardian and The Complete University Guide.

It has frequently been rated the leading university in Scotland for teaching quality and academic experience, and in the National Student Survey 2018 / 19 was the leading mainstream UK university for student satisfaction.

In international and world rankings St Andrews scores highly for teaching quality, research, international outlook and citations.

It is currently a World Top 100 institution in the QS World University Rankings 2019.

St Andrews’ reputation for teaching, research and student satisfaction make it one of the most sought-after destinations for prospective students from the UK, Europe and overseas.

The University typically averages 12 applications per place and has not offered Clearing places for over a decade. St Andrews has highly challenging academic entry requirements to attract only the most academically potent students in the Arts, Sciences, Medicine and Divinity.

St Andrews holds an Institutional Athena SWAN Bronze Award, while the Schools of Biology, Physics & Astronomy and Psychology and Neuroscience have achieved Athena SWAN Silver Awards.

Job Details :

Through a period of apprenticeship and training, learn and develop the necessary skills, expertise and experience to provide assistance to the members of the IT Service Desk team and ultimately be able to fully perform the role of IT Service Desk Analyst.

Under the supervision and direction of the IT Service Desk Supervisor and other members of the IT Service Desk team, develop a full understanding and an ability to perform the key tasks and responsibilities of an IT Service Desk Analyst by :

  • Working with others, develop skills to provide the customer interface to IT Services via counter services, telephone and electronic communications.
  • Contribute to handling incidents, problem records and service requests; proactively seek resolutions for customers; deal with issues and complaints in a professional and calm manner.

  • Learning how to provide first line technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control of desktops.
  • Developing an understanding of how to delegate incident / service requests which cannot be resolved at first point of contact to the appropriate group, retaining ownership through to resolution.
  • Communicating with users keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Contributing to user support for core University hardware and software.
  • Endeavouring to pursue continuous service improvement culture, contribute to, maintain and update procedures.
  • Maintaining accurate records and reporting information on the level of faults and requests by logging all relevant incident / service request details and allocating categorization and prioritisation codes.
  • Understanding how and when to escalate to the appropriate manager any incidents that require reporting for further escalation.
  • Assisting others to provide staff and students with support for connecting their personal computers to the University network.
  • Contributing to effective communication with all staff and students in the resolution of faults and requests.
  • Assisting others to define and maintain knowledge data by amending and creating documents under the approval of the IT Service Desk Supervisor.
  • Endeavouring to keep abreast of current and emerging hardware and software technologies.
  • Assisting others to provide cover and technical support in other areas of IT support as required.
  • Assisting in the conducting of customer / user satisfaction call-backs / surveys as part of the closure process applied to IT Service Desk calls.
  • Maintaining a personal development programme as agreed with line manager.
  • Skills and Experience : Required Skills :

  • Good communication skills
  • Understand and know how to deliver a good customer service
  • An interest and passion for IT
  • Apply
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