Service Desk Apprentice (Claranet)

Short Description:
The Service Desk Apprentice will support Claranet’s customers by providing remote technical assistance across managed hardware alongside engaging and working with our connectivity suppliers. Working as part of the Service Desk team, the apprentice will play a key role in troubleshooting connectivity and networking issues and will strive to ensure a swift resolution of service. This entry-level position is designed for someone eager to learn and develop core IT support skills in a fast-paced, customer-focused environment.

Monday to Friday 37.5 hours

Full Description:
About company
Established in 1996, Claranet is now a global MSP with ~3,200 employees in 11 countries and six areas of specialism across cloud, cyber security, networks, workplace productivity, digital applications, and data and AI.

We’re privately owned, which allows us to follow a business strategy that works solely for our people and our customers. And we’re tenaciously mid-market-focused, ensuring we develop deep expertise in our customers’ challenges and provide consistent, relevant customer service.

We are driven to make our customers succeed, so we form close partnerships based on trust and a shared vision.

Our Vision
Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.

Position Summary
The Service Desk Apprentice will support Claranet’s customers by providing remote technical assistance across managed hardware alongside engaging and working with our connectivity suppliers. Working as part of the Service Desk team, the apprentice will play a key role in troubleshooting connectivity and networking issues and will strive to ensure a swift resolution of service. This entry-level position is designed for someone eager to learn and develop core IT support skills in a fast-paced, customer-focused environment.

Role Mission
Claranet’s mission is to deliver exceptional workplace technology experiences for our customers. As a Service Desk Apprentice, you will ensure Claranet’s customers receive the highest levels of service from first contact to the request’s completion.

Objectives & Key Results
• Ensure that the highest levels of service are delivered to Claranet’s customers
• Provide customer support, responding to Customer requests for support via a range of communication channels
• Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
• Maintain high levels of end user satisfaction, as measured through feedback and survey results

Future Prospects:
Multiple route to develop into across the business.
Training Provided: Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician.

Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.

Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:

Microsoft Certified Azure Fundamentals (AZ-900)
CompTIA IT Fundamentals+
Certiport IT Specialist Networking
Microsoft Certified Azure Administrator Associate (AZ-104)
Key areas covered are:

Network Technician
Installation and commission of networks
Maintenance or repair of network equipment
Installation, configuration or maintenance task on either ICT related hardware or software

Skills Required:
• Good understanding and awareness of IT terminology
• Ability to translate technical language into user friendly information
• Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude
• An interest in IT service Management and ambition to develop a career in the industry
• Excellent communication skills, both written and verbal

Personal Qualities:
• Self-motivated and able to work under pressure
• Excellent communication skills
• Excellent customer service skills
• Customer focused