IT Service Desk Assistant - Modern Apprenticeship - 17891

Contract: Permanent
Salary: £15,000 per annum increasing to £17,500 after 6 months (based on performance)
Employer: MacRoberts LLP
Closing Date: Friday 3 June

The role will be largely internal client facing dealing with software application support queries relating to business applications. Our IT Systems and Networking apprenticeship combines high-quality classroom training with practical, hands-on work experience to develop your real-world skills using the most popular IT technologies.

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Employer:
 
MacRoberts is a leading Scottish law firm which continues to develop and grow, serving businesses and private individuals, with strong leadership and operational excellence. Working closely with our clients, our award winning teams ensure that all of our advice is consistently delivered to a world-class standard.
 
Environment:
 
Based in our city centre office, you will be involved in 1st and 2nd line IT support working in a professional services environment.
 
What might a day in this role look like?

• Provide first line support to internal customers, assisting them with hardware, software, network and communications problems by phone, email and desk-side support.
• Ensure all support calls and service requests are logged and administered using the appropriate service desk systems and working to agreed service levels.
• Ensure support calls are escalated to the appropriate member of the internal/external team, using the agreed escalation procedures.
• Provide user support to staff in remote offices, making site visits as required.
• Assist with the administration of staff joining, leaving or moving within the organisation in relation to the creation of user accounts, password creation, email accounts and security access.
• Assist with the installation of new hardware as required for new users or systems upgrades.
• Assist with the maintenance of the asset register, ensuring all assets are tagged and accurately recorded in the register.
• Assist with the administration, maintenance and provision of the organisations mobile working and telephone services.
• Assist with the creation and maintenance of all documentation relating to Information Services procedures.
• Have good knowledge of Microsoft operating systems and office products.

 
What will I learn?

• SCQF Level 6 Diploma in ICT and Telecommunication Professional (equivalent to working at Advanced Higher/HNC level)
• Our IT Systems and Networking apprenticeship combines high-quality classroom training with practical, hands-on work experience to develop your real-world skills using the most popular IT technologies 
• Microsoft and Cisco qualifications.

 
What qualifications/skills are required?

• Good technical background
• Enthusiasm for learning
• Excellent customer service skills
• Ability to troubleshoot problems
• Self-motivated with a good work ethic 
• Ability to work as part of a team and also independently
• Excellent communication and interpersonal skills.

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