IT Support Apprentice - Allergy Therapeutics Plc

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Job Summary

Location: Worthing BN14 8SA
Salary per week: £288.00
Working hours: Monday - Friday 08:30-17:00 1 hour lunch, 37.5 hours per week
Applications in by: 06/09/2019
Interview Date: 10/09/2019
Job Code: CT32522


Based at Allergy Therapeutics in Worthing, the successful applicant will be working within the IT Team providing 1st Line Technical Support via the Helpdesk. The Apprentice in this role will be responsible for supporting the functional and operational efficiency of the IT Department.

Allergy Therapeutics are a market leading, pioneering immunology business with specialist experience in the research and development of allergy treatments.

They are a proud and passionate team of scientists and business specialists with a vision that delivers growth and transforms the way we think about disease.

They strive to deliver the best treatments for patients. In treating the cause rather than just the symptoms of allergy with shorter course treatments, we are transforming lives for the better.

Click to learn more about Allergy Therapeutics Plc

Duties will include:

An opportunity has arisen to join the IT Service Team to provide first line IT support. The Apprentice will be required to respond to calls which come into the service desk and log them using the Helpdesk system. As customers call or email, it will be the Apprentice's responsibility to take detailed notes regarding the problems they are experiencing and endeavor to resolve problems over the phone, remotely and by email. The Apprentice will also be required to assign and escalate calls to the relevant teams and to liaise with customers to keep them informed of progress.

  • Respond and log calls which come into the service desk using the Helpdesk system; take detailed notes regarding IT problems and resolve them over the phone, remotely or via email within an appropriate time
  • Assign and escalate calls to the relevant teams and to liaise with customers to keep them informed of progress
  • Determine higher tiered or second level support calls if First Call resolution does not occur; arrange for external technical support with 3rd party suppliers where problems cannot be resolved in house
  • Reduce the number of repeated incidents and increase first-time resolution rate
  • Effectively prioritise, organise and manage own workload in accordance with required work schedules to ensure customer needs are met
  • Fully document all associated resolutions and/or actions taken in the Service-Desk software system, including but not limited to, description of incident, information on the customer and hardware used, troubleshooting methods performed, and actions taken to final resolution and furthermore communicates resolution/escalation to the customer
  • To contribute to knowledge sharing by creating Knowledge Base Articles for Information to utilise resolving reoccurring issues
  • To diagnose and escalate incidents to identify trends and underlying issues to solve hardware/software faults
  • To support users in the use of Computer equipment by providing necessary training and advice

Additional information:

  • To carry out all tasks as directed by Management
  • To undertake Performance Review and Performance Agreement process as directed by Management
  • To ensure system security is maintained at all times
  • To deputise for colleagues as and when required
  • To liaise with other colleagues within ATL to ensure business needs are met
  • To undertake training in and work compliantly to all relevant SOP’s

Skills required:

  • Excellent Customer Service skills
  • Knowledge and Experience of, Windows 10, Windows 212/16 Server, O365/ Office 2016, PCs / Laptops Components
  • Network Topology
  • Installing and supporting PCs
  • Effective time management of workload; deliver work on time, every time
  • Take ownership of work

Personal qualities:

  • Excellent attendance and punctuality
  • A customer centered approach
  • Helpful nature
  • Problem solver
  • Positive 'Can-do' approach
  • Calm manner
  • Able to ask the right questions so that all of the information can be obtained about the problem
  • Methodical and organised approach to following IT procedures

Qualifications required:

  • 5 GCSE’s or equivalent at grade A*-C (grade 4 to 9) including English and Maths or L2 Functional Skills equivalent
  • An IT related qualification would be advantageous but not essential

Benefits:

  • Holiday offered in line with company policy
  • Parking onsite
  • Close to public transport links

Future Prospects:

  • Allergy Therapeutics are keen to support all Apprentices for the duration of their programme and, wherever possible, would look to progress the Apprentice into secure employment and/or another relevant Apprenticeship

Application questions:

  • Please explain what you could bring to the IT Team at Allergy Therapeutics?
  • What do you feel are your strengths within IT?

Applications in by: 06/09/2019
Interview Date: 10/09/2019
Job Code: CT32522


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