IT Support Technician Apprentice

About Northrop Grumman:

Northrop Grumman is a leading American aerospace and defence technology company that designs and builds advanced systems for air, space, land, sea, and cyberspace. Its work spans stealth bombers, autonomous aircraft, satellites, missile defence, and cybersecurity solutions-supporting U.S. and allied defence operations worldwide.

About the role:

You will be working with the UK Service Desk, supporting the end to end management of incidents and service requests reported by our users and achieving first time fix where possible. This will involve escalating and liaising with other business units in order to resolve issues within the defined SLA, acting as a central point of contact between our users and IT Services, the management of incidents and service requests, receiving and recording all calls from our users within our ticket management tool, providing initial assessment of all tickets, attempting first time resolution and/or escalation, monitoring and escalating tickets according to our SLA's and keeping users informed on status and progress of their tickets.

This is an Azure Cloud Support Level 3 Apprenticeship whereby the successful candidate will complete up to 13 months practical work and 4 month end point assessment period. The qualifications you will earn include Information Communication Technician Level 3 Apprenticeship, Microsoft Azure Fundamentals (AZ-900) and Microsoft 365 Fundamentals (MS-900).

Responsibilities:

• Monitor the service desk mailbox and unassigned queue when assigned the task to ensure that emails and requests are actioned and responded to in a timely manner and adhere to any SLA's set
• Call/chat handling for all inbound customer contact to support new and existing ticket requests
• Assist in creating new or updating existing documentation
• Log all tickets and service requests reported via telephone, chat, email, or automatically generated
• Take ownership of specific tickets, ensuring that they are monitored, tracked and updated accurately and concisely throughout their lifecycle
• Carry out initial support and classification of tickets and service requests to determine the correct SLA / urgency
• Ensure that all telephone, chat and email requests are logged within the ticket management tool
• Complete investigation and diagnosis via the remote management tools available or via communication with the end user
• Resolve tickets by implementing permanent fixes or work around to known errors
• Resolve service requests by following standard work instructions / processes
• Invoke appropriate technical escalation to ensure SLA is achieved
• Provide a single point of contact to the user for tickets, ensuring regular status updates are communicated to the customer
• Identify and report any potential service breach to the Service Desk Management

Required skills:

• Must be customer focused
• Analytical approach with good questioning & listening skills
• Good verbal and written communication skills
• Confident and self-motivated with a positive can do attitude
• Hands-on team player
• Good working knowledge of Microsoft office applications (Outlook, Excel, Word)
• Good working knowledge of Windows operating systems
• Basic understanding of network infrastructure and system components
• Able to use own initiative to troubleshoot and find solutions to technical issues
• Driving licence and own vehicle (suggested due to office location)

Entry requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

For more information please visit the UK ENIC website.

Working hours: 8:30am - 5pm. Cheltenham based with occasional travel to London and Manchester

Benefits:

• Flexible, compressed and hybrid working arrangements
• Competitive salary
• Pension
• Annual holiday allowance is 25 days, plus bank holidays and additional paid leave is available for Carers and Reservists
• Life assurance
• Online benefits platform
• A range of health benefits
• A range of financial benefits
• Employee assistance programme
• Family friendly policies
• Travel benefits including car scheme and Cycle To Work
• Professional development
• Online learning

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.

Interested? Apply now!

Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.