Service Desk Apprentice

Job title:

Service Desk Apprentice

Company:

QA Apprenticeships

Job description

Employer Description:The GSMA represents the interests of mobile operators worldwide, uniting more than 750 operators with over 350 companies in the broader mobile ecosystem, including handset and device makers, software companies, equipment providers and internet companies, as well as organisations in adjacent industry sectors. The GSMA also produces the industry-leading MWC events held annually in Barcelona, Los Angeles and Shanghai, as well as the Mobile 360 Series of regional conferences.Every day we work to harness the power of mobile to achieve our industry purpose – Connecting Everyone and Everything to a Better Future – through four main activities:

• We provide strategic direction and thought leadership to our members
• We drive collaborative industry programmes aimed at maintaining operator relevance in the digital world
• We advocate for the industry to regulators, policy makers and society as a whole
• We convene the broad mobile communications ecosystem at our industry leading events

Overview:You will be joining a committed and highly experienced global team, supporting circa 800 staff located across the globe. Alongside the day-to-day application support and service desk work streams, the team also contributes to the successful delivery of GSMA events, such as MWC Barcelona, Shanghai and North America, as well as other technology projects and initiatives.Responsibilities:

• Provide first line IT support and first line Application support, answering support queries face to face and via the IT Service Management tool.
• Take ownership of issues and work proactively to resolve them.
• Proactively anticipate end user needs and provide a high standard of customer service at all times.
• Identify knowledge gaps, support trends and suggest improvements based on industry best practices.
• Ensure work is completed in line with KPI targets and defined SLAs and that all worked is tracked via the IT Service Management Tool.
• Provision and support laptops (Mac and Windows) and mobile devices (iOS and Android) globally.
• Manage new starters, leavers, staff changes and the provisioning and decommissioning of IT equipment according to the agreed procedures and policies.
• Contribute to technology projects.
• Ensure that the asset management system is up-to-date, and stock is tracked, replenished and recycled in line with GSMA policies
• Work closely with the Infrastructure Team, the Information Security Team, the wider IT Team, as well as third party service providers and ensure that issues are escalated appropriately.

Desirable Skills:

• Quick learner and willingness to learn
• Confident and professional on Teams and in person
• Some IT knowledge is a plus
• Good communications skills
• Work of own initiative
• Ability to work logically when faced with IT issues

Entry Requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.For more information please visit the UK ENIC website.Benefits:

• Birthday off
• Professional development days
• Life Assurance
• Income Protection
• Private Medical Insurance,
• Dental Insurance
• Pension
• Cycle to Work Scheme
• Season Ticket Loan

Future Prospects:90% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.Important Information:Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we’re a top 50 training provider, dedicated to helping you succeed.Apply now!

Expected salary

£22000 per year

Location

London

Job date

Sun, 16 Feb 2025 01:01:42 GMT

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