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Apprentice IT Service Delivery Analyst

Vacancy Details

  • Welcome Break

  • Milton Keynes

Type:
IT Infrastructure Technician
Salary:
National Minimum Wage
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Welcome Break is an exciting, dynamic and successful organisation, managing food, Retail, Hotels, Fuel and Gaming Operations. We are going through a transformational period where technology is playing a larger part to drive and grow the business. This role is for an individual seeking a junior IT service position who has the skills, drive and dynamism to work with our business and IT department to monitor, manage, support and learn within an IT Service Delivery Team.

Responsibilities / Competencies
  • Provide 1st / 2nd line support for Welcome Break’s central and distributed networks, servers and applications as part of the IT Service Delivery Team, 24 x 7 x 365 service
  • Assist in the management of incidents to ensure they are fixed within agreed SLA and escalated where appropriate via the service management tool.
  • Provide excellent customer services in all communications ensuring customer expectations are set, and satisfaction levels maintained
  • Participate in weekend rotations
  • Provide proactive monitoring of Welcome Break’s IT estate
  • PC and printer hardware and software support and maintenance
  • Using / Supporting EPOS & general IT in a retail & hospitality environment
  • Willing to assist outside of normal hours to ensure minimal disruption to business
  • Potential travel to various locations around the UK
  • Work with the 3rd party service teams to progress issues
  • New equipment preparation including the configuration of laptops, mobile devices and user accounts
  • Help produce and maintain technical documentation via the Knowledge base
Qualifications, knowledge and experience
  • GCSE / BTEC Level IT Certification
  • GCSE English Language & Maths (A* – C). Good standard of written and spoken English
  • GCSE x 5 (A* – C)
Knowledge of the below 
  • Windows 7 & 10, Server 2008, 2012 & 2016
  • Office 2016 & 365
  • Microsoft Teams
  • Networking – TCP/IP, LAN/WAN
Experience 
  • Customer service experience
  • Retail knowledge
  • Technology knowledge
  • 3rd party supplier management
Performance measures
  • Progress vs. objectives
  • Delivery of activities to time & quality
Key stakeholders
  • IT Service Delivery Manager
  • 1st & 2nd Line IT Service Delivery Team
Performance measures
  • Progress vs. objectives
  • Delivery of activities to time & quality
  • Incident management metrics Inc. call queue & performance KPIs vs. SLA, reviewed on a regular basis with the IT Service Delivery Manager
Core competencies
  • Ability to work on own initiative & prioritise workload, whilst working as part of a team
  • Troubleshooting skills
  • Ability to work under pressure & meet deadlines
  • Driven by service standards – delighting customers and delivering high standards
  • Teamwork – working as one team
  • Taking ownership – treating the business as if we own it
  • Great communication
  • Results – we focus on achieving great results through our performance
  • Resilience – ability to deal with stressful situations
Competencies, Operating style and behaviours
  • Has high levels of energy
  • Can energise and influence others
  • Can make the tough calls and challenges the norm
  • Is obviously passionate about their role
  • High integrity and confidentiality.
  • Analytical
  • Diligence & commitment
  • Works well and is calm under pressure
  • Delivery focused
  • Aspires to grow in role
  • Passionate about technology
Location:

2 Vantage Court Tickford Street, Newport Pagnell, MK16 9EZ,

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Vacancy Details

  • Welcome Break

  • Milton Keynes

Type:
IT Infrastructure Technician
Salary:
National Minimum Wage