Service Desk Analyst (with apprenticeship training)

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The Competition and Markets Authority (CMA) is offering a unique opportunity for an experienced customer service professional looking to begin or further develop their ICT career as a Service Desk Analyst apprentice!

Joining our growing Service Desk team, you will take ownership in this frontline role for providing 1st and 2nd line support to IT users across the CMA. Alongside your day-to-day work, you’ll also undertake an interactive and practical Level 3 Infrastructure Technician Apprenticeship training programme, to be completed part time over two years.

As a Service Desk Analyst at the CMA, your support will contribute to ensuring that our technology enables us to promote competition in the UK and internationally, and for the CMA to be a world leader among competition and consumer agencies. This role is open to anyone with a proven interest in delivering IT support services, looking to develop new skills and progress their career within a progressive and forward-thinking Government department. Key responsibilities in this role will include:

Operation of a Service Desk facility for CMA users, providing proactive desktop and application support;

Resolving IT Support issues including face-to-face and remotely, aiming to resolve as many calls as possible as the first point of contact;

Escalating incidents and requests internally and with third parties, keeping users updated at all times;

Collaborating with the various technical teams in providing good quality service to users;

Responding to "How do I..." queries.

With experience of working in a support or customer facing role, you’ll offer proven knowledge of Microsoft Desktop operating systems coupled with knowledge of end-user provisioning of laptops, tablets and mobile phones. Strong organisation skills are key in this role, including your ability to prioritise multiple tasks and work at pace to deliver effective solutions within set deadlines.

We welcome applications from individuals at any stage in their career, whether you are just starting out in the industry, seeking a career change or looking to re-enter the workforce.

To find out more about this exciting opportunity and about working for the CMA, please click on the APPLY button.

Closing date: midnight on Monday 23 July 2018.

The CMA are an equal opportunities employer and we recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.