IT Service Desk Analyst Apprenticeship

£15,500 per annum, plus bonus and training

Malmesbury, Wiltshire (with occasional travel to Bristol or Reading for classroom-based training)

Description

As an Apprentice IT Service Desk Analyst at Dyson, you will be trained in providing an effective and efficient first line IT support to all users across the business with excellent customer service. 

Market Overview

Home to our global Research, Design and Development centre and all of our Commercial functions, Dyson HQ is tucked away in countryside famous for the railway tunnels and bridges of Isambard Brunel, who revolutionised modern engineering. Our secluded location helps us to protect our ideas and stay independent-minded. Yet nearby are the fashionable cities of Bristol and Bath (where a young James Dyson invented cyclone technology).

Function Overview

Our IT Service Desk provides desktop IT support for 3,500 Dyson people at our Malmesbury HQ and across Europe. First to work each day, we ensure systems and conference facilities are up and running. After that, things get interesting. The day can bring anything from setting up equipment to troubleshooting. Work is fast-paced, with opportunities to use the latest technologies and develop cutting-edge skills. But we wouldn’t have it any other way. We understand the importance of our service. And, no matter how busy, we always find a way to solve Dyson’s most pressing problems.

Accountabilities

You will be trained in the following areas during your apprenticeship training, and will be expected to be responsible for these duties on completion of your training:
  • Incident Management - Identifying and resolving incidents from all areas of the business, escalating them where necessary and providing excellent customer service.
  • Access Requests - Processing requests for access and the addition of new groups or users in a timely manner and acting as a key point of contact for potential systems access issues.
  • Compliance & Security - Maintaining security by ensuring that system access is appropriate to the user's requirements.
  • Continuous Improvement - Contributing to service improvement projects across the Service Desk.
Shift work, weekend and bank holiday working will be required on a rota basis.

The Apprenticeship

You will join the team as a full time, permanent employee, but the apprenticeship will last approximately 15 months.

The apprenticeship training is provided by our trusted training provider, QA Apprenticeships. Occasional travel to Bristol or Reading is required to attend classroom-based training, the timetable for which will be available to you in advance. This equates to roughly 40 working days across the apprenticeship.

You will study modules such as Networking and Architecture, Mobile and Operating Systems, Cloud Services, Business Processes and Coding and Logic.

On completion, you will obtain the following qualifications:
• Infrastructure Technician Level 3 (British Computer Society - BCS)
• MTA (Microsoft Technology Associate) Networking Fundamentals, Mobility and Devices Fundamentals, Cloud Fundamentals
• Choice of one of the Microsoft Official Curriculum (MOC) On-Demand courses.

Skills

We assess each application on its merits, but we would expect you to have obtained at least 5 GCSEs at grade A* - C including Maths and English, and at least 2 A levels, a BTEC or equivalent. We also want to see a passion for technology, computing and problem solving, and an ambition to pursue a career in IT.

It's essential that you have a good working understanding of Microsoft applications, such as Outlook, Excel and Word. You'll also need to demonstrate your ability to work well under pressure, and that you are an effective communicator through a variety of channels, including face to face, over the phone and via email.

It would be beneficial to have previous experience working in a customer service environment and the ability to travel internationally, if required.

Benefits Overview

All tuition fees will be paid and you will be provided with a Dyson laptop for work and apprenticeship-related study. You will be a full time, permanent Dyson employee with a competitive salary and have the opportunity to get involved in wider Dyson events, such as the Christmas and summer parties.

Dyson monitors the market to ensure competitive salaries and pension contributions. Beyond that, you’ll also enjoy a profit-related bonus, generous leave and life insurance. But financial benefits are only the start of a Dyson career.

Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, flexible working hours, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to creativity, innovation and ambition.


During the application process, your CV may be shared with our trusted training provider in order to confirm your eligibility for the apprenticeship. For more information on how we use you your personal information, please visit the Dyson Privacy Policy.

Posted: 1-Sep-2017

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