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Our client uses technology for the nation’s benefit, developing world-leading capabilities that help their customers think smarter and act faster. Their UK operations cover all Thales’ key business sectors, covering aerospace, defence, digital security and space.
They are currently seeking an IT Apprentice.
The purpose of this role is to work as part of the UK Service Desk Team, covering IT support to all UK business users and involves working on incidents and service requests using the Service Desk tool (Service Now). The work involves logging, troubleshooting, diagnosing and managing incidents through to resolution as well as assisting with Service Requests.
KEY DUTIES
1. Responsible for answering all calls and chats to the Service Desk within the SLA response times.
2. End to end call management of incidents through to resolution as required to ensure the incidents are resolved to the satisfaction of the customer and in-line with SLAs.
3. Assisting with end user service requests, either by logging them on the end users’ behalf, giving guidance around our service catalogue, or management of requests until resolution.
4. Accurately recording all incident details and troubleshooting activity into the Service Desk tool (Service Now).
5. Assisting in the provision of root cause analysis and troubleshooting, ensuring tha...