Apprentice Service Desk Engineer

Learning Curve Group have an exciting vacancy for an Apprentice Service Desk Engineer. This is a great chance for someone who has an understanding of IT, and wants to develop their skills. Vacancy description: This position will provide technical support to AAG’s customers within a service desk environment. A desire to learn about all areas of IT and to provide exceptional customer service is a must along with a willingness to understand the commercial goals of the business as a whole. Responsibilities: * Manage tickets that come in via our ticket management system, phone or email * Log and direct tickets to appropriate queues ensuring details are clear and correct and SLAs are met * In time provide basic Service Desk support for incidents (problem/issues) or service requests related to hardware, software, network/mainframe connectivity and application support to a wide variety of external support customers * Record incident and status information in a timely / accurate fashion using the appropriate tools in order to communicate with and properly utilise 1st, 2nd and 3rd Level support and the account management team. * Troubleshoot and resolve incidents and/or escalate to Level 1 and 2 support where necessary. * Ensure target first time response rates are met as per the defined service level expectations. * Communicate clearly, effectively and in a timely manner with customers * Create and maintain accurate documentation and ticket updates to ensure all parties and fully informed of progress of any problem/issue * Learn all areas of the engineering support AAG provides and work in a flexible manner to be hands on with customer requirements as necessary (i.e. testing and other project related tasks) * Work with Integrity to learn and complete Level 3 qualification in good time