IT Support Analyst

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The opportunity

This is an exciting opportunity to combine professional training with real working experience and join a great team in a rapidly growing company. The company, Virtuoso IT Ltd., are currently seeking a highly motivated individual for a Level 3 Infrastructure Technician Apprentice role.

The role

The successful candidate will be looking join a rapidly growing team and wanting to work in a customer facing environment.  The successful candidate will join our Customer Support Team who provide a single point of contact to our customers for IT related issues.  Previous support experience is not mandatory, however, what is absolutely essential, is having the desire and ability to learn proactively and upskill quickly.

Your day to day responsibilities could include…

• Provide first line support for IT related issues and requests with a focus on Office 365
• Provide assistance by phone and email using a ticket management system
• Track issues to resolution
• Update the internal knowledge base with issue resolution details
• Track user account creation, changes and deletions
• Support computers, laptops, tablets, smart phones and applications
• Maintain user accounts including rights, permissions and systems groups
• Escalate problems as required to Tier 2 and Tier 3 support teams
• Quickly and accurately determine incident scope and impact
• Follow up on tickets at pre-defined intervals until resolved
• Act as a liaison between customers and technical escalation teams

Expected skills, attitude and behaviours;

• Excellent written and verbal communication skills
• Desire and ability to learn proactively and upskill quickly
• Possessing a logical and methodical approach
• Knowledge of Office 365, its various applications such as SharePoint and subscriptions is desirable
• Keen to learn
• IT Savvy
• Logical thinking skills
• Analytical and problem solving skills
• Ability to work independently and to take responsibility
• Can use own initiative
• A thorough and organised approach
• Ability to work with a range of internal and external people
• Ability to communicate effectively in a variety of situations
• Maintain a productive, professional and secure working environment

The future

Upon completing the apprenticeship, there are real progression opportunities available.

4 Harbour Exchange Square, Isle of Dogs, London E14 9GE

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