Matillion is hiring a
Service Desk Apprentice, Internship - United Kingdom
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Summary
The job description is for a Service Desk Analyst Apprentice at Matillion. This role involves providing technical support to end-users, participating in IT projects, maintaining service management, administering SaaS platforms, and user provisioning. The position requires a keen interest in IT Systems, excellent customer service skills, strong communication skills, good problem-solving skills, a learning mindset, ability to work independently and collaboratively, and the ability to multitask.
Requirements
- Keen interest in IT Systems, Support / Service, and keen to build a career in service delivery
- Some knowledge across multiple operating systems such as MacOS and Windows
- Excellent customer service skills
- Strong communication skills and able to communicate technical solutions to non-technical stakeholders
- Active listener who can understand a technical issue and respond with clear, unambiguous feedback
- Good problem-solving skills, with the ability to be resourceful to seek the best solutions
- Possess a learning mindset and is committed to continual professional development
- Ability to work both independently and collaboratively to deliver tasks and objectives
- Able to work on multiple tasks at once, delivering these on time and to a high quality standard
Responsibilities
- Be the first point of contact for users who encounter technical issues or require assistance with IT services
- Accurately log, categorise, and prioritise support tickets in the IT Service Management system
- Perform initial troubleshooting steps and attempt to resolve basic issues during the first contact
- Escalate complex issues to the Senior Service Desk Analyst or appropriate IT team members, while ensuring relevant information is documented
- Provide timely and effective support to end-users on software, hardware, network, and application issues
- Guide users through step-by-step solutions and provide training where necessary
- Maintain clear and professional communication with users, keeping them informed of ticket status and progress
- Collaborate effectively with other IT team members to resolve issues and share knowledge
- Diagnose and troubleshoot technical problems in both Windows and MacOS
- Participate in IT projects, including system upgrades, deployments, and migrations, under the guidance of senior staff
- Adhere to ITIL best practices to ensure consistent and quality service delivery
- Ensure all service desk activities are documented and maintained in compliance with company procedures
- Participate in regular team meetings to contribute ideas to improve service desk operations
- Administer core SaaS platforms such as GSuite, Zoom, Slack and Atlassian
- Work closely with our PeopleOps team to onboard and offboard users as they join or leave the organisation
Benefits
- 30 days holiday + bank holidays
- 5 days paid volunteering leave
- Health insurance
- Life Insurance
- Access to mental health support
- Pension
- Career development with access to a Udemy account, Blinkist and much more!
This job is filled or no longer available