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IT Service Desk Apprentice

  • Tower Hill, City of London (EC3), E1W 1AA
  • £18,000 per annum
  • Advanced apprenticeships
  • Expired

- Located near Tower Hill Tube Station

About RPC:
RPC is a top 50 commercial law firm best known as one of the UK’s leading insurance and litigation practices. However, the firm also has a highly rated and fast growing commercial practice, as well as media, property, construction, employment and intellectual property expertise.

The role: 
Throughout your time, you will be:

1. Responding to Computer Users Incidents, Requests and Enquiries
• Working in a customer driven demanding support desk environment providing 1st line support to users throughout the law firm located in London, Bristol, Cambridge, Hong Kong and Singapore who may be working from their local or other RPC office, client offices, home or travelling abroad, by providing telephone, email and remote support
• Take ownership of incidents and requests asking open questions, recording each into the IT Service Desk Call Logging Database, prioritising, regularly updating tickets and users, investigating and troubleshooting to identify the root cause through to resolution
• Respond to IT Service Desk incidents, requests and queries in a professional and effective manner, providing excellent customer service to users and setting expectations based on IT Service Desk processes. Ensuring users are kept updated on actions
• Ensure any incidents or service requests that cannot be fulfilled in a timely manner are escalated to Senior Analysts, or 3rd line IT Support teams

2. Preparation of Hardware
• Prepare and configure computers and laptops with an image prepared by the Desktop team by following procedures, ensuring the equipment is in good working condition before allocating to users
• Prepare and configure Mitel desktop telephones
• Prepare iPhones with Sims and mobile numbers for new starters. Liaise with O2 support to arrange the creation/transfer/removal of mobile telephone numbers, allocate sims for iPhones

3. Complete required Computer and Desk checks following procedures for New Starters, Leavers and Visitors
• Follow procedures when users report Lost, Stolen or Damaged equipment
• Responsible for updating the Asset Register each time equipment is provided or replaced
• Responsible for updating the Waste Disposal Register, collating the components to be disposed of and assisting with removal of items
• Responsible for the maintenance and administration of the London Loan Equipment Pool consisting of Laptops, USB sticks and DVD drives
• Responsible for ensuring sufficient stock is available and the Build Room is kept in a safe and orderly manner

Skills required:
• Ability to multitask, effectively prioritise and execute tasks in a high-pressure environment.
• Exceptional customer service and client facing skills
• Excellent written and oral communication skills
• Exceptional analytical and troubleshooting skills
• Rigorous attention to detail

Personal qualities desired:
• Highly pro-active in seeking out tasks to develop skills and experience
• Demonstrate high levels of business awareness
• Driven with a 'can do' attitude

Entry requirements:
• Good knowledge of IT packages e.g Microsoft Office, Google Docs/Sheets etc.

Included in qualification:
  1. Training on the 18 month Standard Level 3 Business Administrator (BA3) apprenticeship.
  2. Being a WhiteHat apprentice means access to awesome social events, sports teams, insight/career days with other apprentices to grow your network, as well as your own personal Coach who will guide you through the qualification to help you achieve your full potential.
  3. As part of your WhiteHat Apprenticeship, you will have access to our Future Leaders Foundation modules to develop 6 key competencies, underpinned by well-being, self-awareness, motivation, conscientiousness, effectiveness and grit.
What's next:

After your Business Administration apprenticeship progress into HR, Recruitment, Sales, Marketing & PR, Real Estate, Personal Assistant, Office Management, Business Management. Most of the above can be completed in a higher-level qualification.

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