Apprentice IT Service Desk Operator - 2 year contract - Birmingham, West Midlands County

Looking for an exciting opportunity to kick start your IT career, with an organisation with a strong social purpose? This exciting role gives you the opportunity to gain an Information Communications Technician qualification, whilst applying your learning on the job. Within the role you will provide first contact point support and assistance on all aspects of Business As Usual (BAU) IT business systems, applications and hardware used by Housing 21 to all levels of users across the organisation. You will deliver remote support services to all business users within SLA, as well as provide telephone and on-line channel customer response service, triage, ticket creation/classification and resolution. To deal with service issues and requests, aiming to resolve tickets during first contact where possible. To pass incidents/requests to the Senior IT Service Desk Operators where further technical services are required to deliver a prompt resolution. Services to be provided to SLA for all ticket types, incident, problem and request categories. This is a hybrid role and the successful candidate will be required to attend our head office in Birmingham 2 days a week (Tuesday and Thursday) Curious to know more? If you're looking for an opportunity where you can make a real difference, with an organisation with a strong social purpose, take a look at the job description attached.

The essential requirements for the role include:

• 5 GCEs (A-C)/GCSEs or equivalent including Maths and English
• Service Desk or Desktop Support level experience (desirable)
• In depth knowledge of Microsoft operating systems and applications (desirable)
• Experience of dealing with issues via telephone, email and in person (desirable)
• Broad understanding of hardware including Network equipment, Windows Laptops, Printers, Android Tablets and Smart Phones (desirable)
• Microsoft Teams Telephony (desirable)
• ITIL Foundation (desirable)
• Computing qualifications, e.g. O/GCSEs, A levels, BTEC ONC, BTEC HNC or equivalent (desirable)
  
  We support our employees to do what they do best, whether that's through flexible working, learning new skills or being part of a friendly and supportive workplace culture. We also offer a great benefits package including Blue Light Card discount, holiday trade scheme, volunteer days, Occupational Sick Pay, Occupational Maternity Pay and more.
As part of our commitment to our employees and offering flexibility, we now offer a nine-day fortnight, providing employees with the opportunity to work their hours across nine days and have a three-day weekend every other week. Further details on how this works will be discussed with successful candidates upon on offer being made. An offer of employment will be subject to the satisfactory completion of a basic disclosure check, satisfactory references, and induction training.