Job Purpose

A service desk apprentice is a vital point of contact for users seeking assistance with IT-related issues. A senior service desk engineer’s primary functions may include:

  • Incident Management: Quickly addressing user inquiries and technical problems to minimise downtime and maintain productivity.
  • Service Request Fulfilment: Processing requests for new services or modifications to existing services efficiently.
  • Problem Management: Identifying recurring issues that could be analysed to prevent future occurrences.
  • Knowledge Management: Creating and maintaining a comprehensive knowledge base to facilitate quicker resolutions and improve service delivery.
  • Apprenticeship: Learn from on-the-job training, and courses to complete an apprenticeship.

Person Specification - Essential

Basic IT Knowledge: Understanding of computer systems, software, hardware, familiarity with windows Operating Systems and basic networking concepts and troubleshooting.

Interest in Technology: A genuine interest in IT and technology.

Communication Skills: Strong verbal and written communication abilities.

Problem-Solving: Excellent problem-solving capabilities.

Customer Service Orientation: A focus on user satisfaction and an understanding of those facing technical difficulties.

Team Collaboration: Capability to work effectively within a team.

Time Management: Efficiently managing time to handle multiple tasks and meet deadlines.

Person Specification - Desirable

Education: National 5 in English

Accountabilities
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Record, track and document the service desk request ticket resolution process, including all decisions made, and actions taken, through to final resolution.
  • Build rapport with service desk customers.
  • Escalate problems (when required) to the Service Desk Manager.
  • Assist in the deployment of new hardware to users as required.
  • Issue, Track and record changes in assets as set out by the company policies
  • Develop help sheets and FAQ lists for end users.
  • Reinforce SLAs to manage end-user expectations.

Values


Be Collaborative

We are one worldwide family that cares deeply about each other; we work together, supporting one another to achieve our shared goals.


Be Brilliant

We are ambitious and we build on our rich history of innovation with entrepreneurial agility, sharing inspired ideas that will evolve our business.


Be Accountable

We take ownership and pride in the work that we do, being responsible for the results we achieve and supporting others to do the same


Be responsible.

We take our responsibility to society seriously; we are committed to always doing the right thing, and acting in a sustainable, ethical way


Be Respectful

We will always value each other, and every single member of the Baxters family will be treated with openness and clarity, fairness and inclusion.