QA Ltd

Apprentice Service Desk Analyst

Ref: 81024
Programme: Scotland | IT Systems and Networking
Location: Edinburgh House, 4 N St Andrew St, Edinburgh
Salary: £19,000
Closing date: 09/12/2022

Computershare is a global leader in financial administration with over 14,000 employees around the world, serving over 25,000+ clients. If you are looking for an exciting and unique opportunity, to help drive their next phase of growth Computershare are currently seeking an Apprentice Service Desk Analyst to join the team in their global technology hub based in the centre of Edinburgh.

The 24/7 Global Tech Support Team is responsible for managing all first line service and support tasks for Computershare customers across the globe and ensuring business critical systems remain available at all times. Ensuring that customer experience is paramount at all times, the Service Desk function is responsible for logging all incidents and requests, including categorisation, prioritisation and where possible providing a first contact resolution. Analysts must develop a strong knowledge of all tasks associated with the role.

As an Apprentice Analyst you will be assigned a mentor who will focus on preparing you for a job as a self-sufficient Apprentice Analyst through shadowing, training and increasing the your service knowledge. Initially you will start Computershare working on a 8 hour shift pattern starting anywhere between 8AM – 2PM Monday to Friday, with the Service Desk Analyst role you may move onto shift work which will include 12 hour shifts day and night in blocks of 4/5 days.

With Computershare your further career development is vital, with Global Tech Support’s Internal development program which provides you with pathways into roles such as Application Support, Software Development, IT Security and many more.

Key Responsibilities:

  • With a focus on building knowledge and experience, and under the instruction of a mentor:
  • Respond to customer queries and requests via a number of methods including phone calls, live chat service, email and support tickets.
  • Provide First Contact Resolution (FCR) through troubleshooting whenever possible using the knowledge base and other tools at your disposal.
  • Contribute to the team’s Continual Service Improvement objectives; Identify repeat incidents and highlight potential process improvements.
  • Complete user access requests, software installs and local hardware requests.
  • Build and maintain good working relationships with all teams across the organisation. · Ensure that all procedures and documentation are kept current, and that any amendments are communicated to the team.
  • Meet goals and KPIs as set by the line manager.
  • Ensure that all work carried out by the Global Service Centre adheres to internal and external audit requirements, business regulations, and service level agreements. interests of the customers and treat them fairly
  • Observe proper standards of market conduct
  • Complete all mandatory, regulatory training and assessments when notified to do so but the company

Required Skills:

  • Professional and courteous telephone manner.
  • Willingness to work flexible hours / shifts.
  • Strong verbal and written communication skills.
  • Experience of working in a team.
  • Able to learn new technologies and work in a technical environment.
  • Able to follow set processes & procedures and highlight potential improvements.
  • Understanding of Microsoft

As an employee of Computershare you must always:

  • Act with integrity · Act with due skill, care and diligence
  • Be open and cooperative with the FCA, the PRA and other regulators
  • Pay due regards to the interests of the customers and treat them fairly
  • Observe proper standards of market conduct
  • Complete all mandatory, regulatory training and assessments when notified to do so but the company

Additional Information:

  • Salary £19,000 per annum
  • Salary increasing to 26K subject to performance
  • 8-hour shift pattern. Between 8AM-10PM – Monday – Friday

Future Career Progression:
With Computershare your further career development is vital, with Global Tech Support’s Internal development program which provides you with pathways into roles such as Application Support, Software Development, IT Security and many more.

Important Information:
“QA’s apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce.”

For more information about QA Apprenticeships, please visit our website. Note: This advert may close early if a suitable candidate is found before the advertised close date is reached.