Service Desk Analyst Apprentice

Employer Description:

Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries. At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges.

Vacancy Description:

• Ensure that the highest levels of service are delivered to Claranet’s customers and uphold the company values
• Assess the impact and urgency of tickets and gather the appropriate information for the type of request
• Work with a variety of tools, troubleshooting methodologies and 3rd party partners/supplier to diagnose faults. determine correction action and implement fixes
• Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
• Maintain accurate records of activity taken throughout the lifecycle of a ticket
• Escalate incidents/requests that cannot be resolved within agreed timescales

Desirable Skills:

•  ITIL v3 Foundation and experience working in an ITIL environment
• Associated technical accreditation 

Personal Qualities:

The ideal candidate will have strong customer service experience, an interest in technology (doesn’t need experience in tech as that can be taught) and be comfortable on the phone. This is a customer facing role so will need to be personable.

Entry Requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

For more information please visit the UK ENIC website. 

Benefits:

• Training and development opportunities (e.g., future apprenticeships)
• Competitive apprenticeship salary
• Pension scheme
• Flexible working arrangements (hybrid once settled on the apprenticeship and at manger discretion) 

Future Prospects: 

• 90% of QA Apprentices secure permanent employment after finishing their apprenticeship.  Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Important Information:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 

Apply now!