IT Service Desk Analyst - Apprenticeship

IT Apprenticeship

Apprenticeships allow Team Members to combine work and study by mixing on-the-job training with classroom learning. Through an apprenticeship, an apprentice will gain the technical knowledge, practical experience and wider skills and behaviours that they need for their immediate job and future career.

Off- the-job training:

•6 hours of your working week will go towards your apprenticeship which will include attending workshops, reviews, independent study. The rest of your week will be where you carry our your day-to-day role, gain practical experience and implement what you have learnt on your apprenticeship.

Duration:

•The duration of this apprenticeship is 18 months, including end point assessment.

Qualification level:

•On completion you will receive a nationally recognised qualification in IT. This is a level 3 apprenticeship which is equivalent to A Levels.

Eligibility:

To complete an apprenticeship a learner must be:

•Able to demonstrate an increase in current skill level from the selected apprenticeship

•Not be in full time education

•Not taking part in any other government funded programme

•No overlap with a previous qualification

•Not self employed

•Have been ordinarily resident in the United Kingdom for at least the previous three years before the start of the programme or have obtained either pre-settled or settled status under the EU Settlement Scheme

Entry Requirement:

•There is a minimum requirement for Maths and English that Team Members will have to achieve as part of the apprenticeship unless they can give evidence of GCSE Maths and English A-C or equivalent.

As our IT Service Desk Analyst, you will sit at the front of our IT Service Operations team within our Leicester offices. You will be the first point of contact across the whole business, as well as the friendly face/voice into all things IT.

You will play an integral role in providing IT support for our team members throughout our Selfridges stores and head offices, and will be able to showcase your passion and knowledge for IT and customer service.

As a Service Analyst, you will:

• Demonstrate the ability to work in a fast-paced environment.
• Manage and oversee reported IT issues
• Provide first line resolution of IT issues and queries, escalating problems to the relevant internal support teams and external partners as and when necessary, while keeping stakeholders updated
• Actively reduce the number of incidents into the Service Desk by highlighting incident trends and potential problems, through creative thinking and problem solving
• Support the transition of new services or service changes by adhering to new process changes or amendments, highlighting any risk that you may see to the service
• Support the achievement of customer satisfaction ratings and the reduction of call escalations, by regularly updating customers on call progress
• Share knowledge across the teams, and proactively contributing to continuous service improvement through identification of process improvements and problem prevention
• Ensure that all activities are performed at a consistently high standard with minimal risk to the Selfridges & Co and that opportunities to improve services and processes are identified and actioned.

A bit about you:

• Experience of providing services remotely and in person, being able to build good relationships and trust
• Understanding how retail operates and being able to support the technology and team members in the use of IT
• Experience working with VIPs
• User account administration experience
• Ability to understand documentation and processes
• Excellent communication skills, verbal and written
• Role model the company values in your day-to-day working
• Work collaboratively with the immediate and wider teams
• Be a quick thinking, problem solving individual, adaptable to the varied demand of the role.

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business