Matillion is hiring a
Service Desk Apprentice, Internship - United Kingdom

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!