Service Desk Analyst Apprentice – London

Level 3 Digital Support Technician

Company: LEK Consulting

Office Address: Nova South, 160 Victoria Street, London, SW1E 5LB

Working hours: Monday to Friday 40 hours a week. Variable some weeks 8-5 and some weeks 9-6 depending on job needs

Salary:  £20,000

Please contact RaymondDuke@bpp.com or call 0113 3500 333

About the company:

L.E.K. Consulting is a global strategy consulting firm that uses deep industry expertise and rigorous analysis to help business leaders achieve practical results with real impact. With over 2,300 professionals located across five continents, L.E.K. specialises in Strategy and Mergers & Acquisitions (M&A) support with clients across the full range of corporates and private equity.

Brief job description:

The L.E.K. IT Department is seeking a Service Desk Analyst I to join the team. This position will report directly to the Regional Service Desk Team Lead.

The Service Desk Analyst I provides excellent face to face customer service, follows instructions to deliver zero defect deployments, takes direction well, executes assigned project tasks on time, and is self-motivated.

Responsibilities include, but are not limited to:

• Providing level 1 support to the L.E.K. global staff via multiple communication channels including but not limited to phone, video, chat, in person, and email.
• Troubleshooting hardware and software issues courteously and expeditiously.
• Keeping inventory accurate and assessing the requirement for IT equipment.
• Answering and appropriately handling customer support requests via phone, e-mail, voice mail, and instant messaging.
• Managing regional staff motion procedures such as account creation, laptop imaging and configuration, desk setup, mobile configuration, equipment distribution and collection etc.
• Liaising with regional admin or smart hands to setup/reimage laptops in remote offices when required.
• Managing IT equipment upgrades for the region.
• Work with supplier warranty to repair broken laptop and mobile.
• Other IT related functions and projects as requested that are not limited to daily support.

Qualifications:

5 GCSE’s grades A*-C /9-4 or equivalent (including English Language and Maths)

Skills Required:

Technical Skills

• Understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android
• Good understanding of Microsoft packages including excel/word/outlook/teams
• An aptitude for acquiring technical skills and an eagerness to learn about all L.E.K. software and hardware

Personal Qualities:

Work style

• Excellent verbal and written communication skills
• Excellent customer service, including empathic listening skills
• Solid self-starter with the ability to work in a team environment
• Excellent follow-up skills to see tasks through to resolution and communicate problem status to end users such as notification of completion, notification of delay, and rationale
• Excellent organizational skills, prioritizing and managing multiple tasks
• Solid ability to offer and accept feedback and constructive suggestions
• Strong people skills and a knack for problem solving
• Experience in a customer focused role

Future prospects:

Following a successful completion of the level 3 apprenticeship, they maybe opportunities to progress with in the company.

Other Information:

Pension, medical insurance, life and travel insurance

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Digital Support Technician, with training in how to:

• Helpdesk Operations and Functions
• Maintaining Digital Systems and Services
• Fundamentals of Digital Systems
• Administration of Digital Systems and Services
• Change Management
• Teamwork and Communications
• Introduction to System Security
• User and Stakeholder Training
• Working in Digital Support
• Data Operations and Security
• Pathways and Career Progression