Job Summary
  • Salary
    £127.50 (per week)
  • Location
    Leicester, Leicestershire
  • Sector
    Technology Level 3
  • Duration
    12 Months
  • 1 Position Available
  • Closing Date
    21st December 2016
  • Employer Name
  • Distance from acadmey
    • 3.8 Miles
    • 16 Minutes
  • Address
    Hilltop Road, Hamilton, Leicester LE5 1TT, United Kingdom

Job Description

The Apprentice Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Infinity have an opening for an Apprentice Service Desk Technician. The role involves:



·         IT Support relating to technical issues involving:

·         Microsoft’s core

·         Business applications and operating systems.

·         Support of disaster recovery solutions.

·         Basic technical support at the network level: WAN and LAN

·         Connectivity, routers, firewalls, and security.

·         Basic remote access solution implementation and support:VPN, Terminal Services, and Citrix.

·         Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

·         System documentation maintenance and review in ConnectWise.

·         Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.



·         Improve customer service, perception, and satisfaction.

·         Fast turnaround of customer requests.

·         Ability to work in a team and communicate effectively.

·         Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.

·         Escalate service requests that require engineer level support.

·         Responsible for entering time and expenses in ConnectWise as they occur.

·         Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.

·         Enter all work as service tickets in ConnectWise.




Working Week

Monday – Friday 8.30-5pm 37.5 hours per week


Requirements & Prospects


Ideally a minimum 4 GCSE’s C and above Including Maths, English and ICT (or equivalents)

Desired Skills

Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided

Personal Qualities

Positive attitude

Future Prospects

Full time opportunity

  • Apprenticeship Length
    12 Months
  • Training Provider
    Aspire Achieve Advance Ltd
  • Academy Location


Throughout the duration of your Apprenticeship you will be required to attend the 3aaa Technology Academy in Leicester for up to 12 weeks on a block release basis for structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Advanced Apprenticeship for IT, Software, Web and Telecoms Professionals. The qualifications consist of:
• Edexcel Advanced Apprenticeship in IT, Software, Web and Telecoms
• L3 Diploma in ICT Professional Competence
• L3 Extended Diploma in ICT Systems and Principles
• Level 2 Functional Skills English, Maths, ICT (if applicable)

Qualification Gained

Advanced Apprenticeship (Level 3)