The purpose of the role is to provide first line support for all users across the business for all IT systems. The role of the IT Support Apprentice requires attention to detail and accuracy to ensure the following tasks are carried out across the businesses computer systems in a consistent and controlled process. Duties of the role Provide 1st and 2nd line desktop support by diagnosing and resolving technical issues. Liaise with other departments regarding reported issues. Support the Business Applications and Infrastructure team in problem progression and resolution. As part of the IT team provide support during system implementations. Use the Freshservice support system to monitor and control day to day support in line with agreed SLA’s. Provide support role for third party software and interfaces (e.g., WMS, Paragon Scheduling, POS, Talend ESB, PIM, Syspro, Financials and EDI). Liaise with Stores/Distribution Centres/Service Centre staff and Regional Managers/Divisional Controllers regarding store issues. Systems testing, implementation and housekeeping. Managing crisis situations, which may involve technical software problems. Identify areas of poor control and suggest changes. Monitoring of Service Desk contact points (e.g., phone calls, email, and messaging) and logging of issues in a timely and professional manner using the Service Desk system. Resolution of issues where possible, or assignment and escalation to second line staff and external support companies when appropriate. Updating service desk tickets for incidents and changes within deadlines ensuring technical information is fully captured and any relevant knowledgebase is updated. Ensuring that the IT department meets the service levels agreed with the business including monitoring third party service levels, furthermore, working with 3rd party solution providers. Processing of service and change requests from users within the agreed timescales. E.g., setting up new users, providing quotations, purchasing equipment, etc. Routine administration and housekeeping tasks as required within the IT Department. Ensuring IT policies and procedures are current and adhered to during day-to-day work both within the IT department and across the business. Creating documentation to aid IT, business users and colleagues. To assist with pro-actively identifying issues and projects, which could improve the resiliency and efficiency of all technical systems. To carry out any other reasonable management requested task. Ensuring security and upgrades are applied and kept up to date on desktops and laptops. Setting up new users and disabling expired accounts in accordance with HR requirements. Escalate IT issues to the IT Manager where necessary. Personal requirements Understanding of business operations and systems. 3 GCSEs or equivalent at grades 4 (A-C) in any subject and / or including English Language and Maths grade 3 (D or above). Numerical reasoning. Uses initiative when prioritising workload as directly responsible for tasks given. Stays focussed and meets deadlines with enthusiasm. Shows the ability to multitask. Ability to use Outlook and Word Documents to communicate via email. Competent in using Excel Spreadsheets to record and control various tasks. Problem Solving Skills. Shows willingness and enthusiasm to learning new skills. A strong team player who can work with a diverse team in a dynamic environment. A positive can-do approach and quest for continual improvement. Ability to accept constructive feedback with the aim to improve performance. Maintains enthusiasm and perseverance towards meeting deadlines and achieving goals. Open, honest communication with colleagues. Puts the customer at heart of everything we do. Ensures awareness of future needs and trends.