IT Support Apprentice - QA : Job Details

Employer Description:

We’re RWK Goodman – a progressive Top 100 law firm. We exist to unlock potential and create a lasting positive impact for our clients, colleagues and communities. Our purpose is what drives our business forward. It’s our guiding principle. And it’s why our clients trust us to be their life-long legal partner.

Over 570 colleagues. 36 specialist areas. 3 core divisions. With offices across the South West, Thames Valley and London. We are widely known for our technical expertise and diverse client base across industries and sectors.

We are seeking an IT Apprentice to join our IT team in Bath.

In this role you will be instrumental in providing IT support to circa 500+ users. In addition, you will assist with the management of end user incident and service requests logged via the Service Desk Management solution.

Main role / Responsibilities [will include but not be limited to]:

• Provide a single point of contact for Service Desk customers, keeping their tickets up to date at all times and communicating updates to customers as necessary.
• Responsible for hardware and software support, as directed by SDM.
• Accurately logging and triaging all windows issues, support queries, and taking ownership of the incident from the point of ticket logging through to resolution
• Escalate incidents and service requests to 2nd and 3rd line teams, providing detailed notes and update when necessary.
• Carry out administrative tasks relating to the set-up and shut down of starters and leavers
• Good working knowledge of Microsoft Word, Excel, Outlook and Windows Operating Systems
• Positive Attitude to Work- Approaches work with positivity and energy and thrives in a busy environment.

Desirable Skills:

• Genuine interest in working in an IT support position
• Good working knowledge of Microsoft Word, Excel, Outlook and Windows Operating Systems
• Analytical & methodical approach to problem solving

Personal Qualities:

• Positive Attitude to Work - Approaches work with positivity and energy and thrives in a busy environment.
• Effective Communicator –Good communicator who is able to talk with customers and explain complex issues to people with no technical knowledge. Speaks in Plain English.
• Self-Aware - Recognises personal strengths and weaknesses and uses that knowledge to interact positively with others. Maintains a professional impression.
• Team Player - Actively participates as a member of a team. Develops and maintains relationships with others.
• Resilient - Functions effectively under pressure and handles difficult circumstances in a manner that is acceptable to others and Withy King.

The post holder will have the opportunity to significantly contribute to the growth and success of the firm, by enhancing the experience of customers of the Service Desk.  The right person will be encouraged to learn and develop their skills during their apprenticeship and thereafter, be considered for a permanent role within the IT Team.

Entry Requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

For more information please visit the UK ENIC website.

Working Hours:

• Service Desk core hours (rota)  Mon – Fri  8am – 6pm, 1 hour lunch and 37.5 hours a week

Company Perks:

Annual Leave:

• 25 days holiday per year (our holiday runs January to December)
• Additional 1.5 day to be taken in December between Christmas and New Year

Flexible Working:

• Flexible working policy
• Hybrid working (2-2-1)
• Enhanced family leave policy

Wellbeing:

• Employee Assistance programme
• Healthcare cash plan
• Buying/selling annual leave (up to 1 week)
• Cycle to work
• Life Assurance from start date (4x salary in the event of death in service)
• Pension scheme – after 3 months, you will be auto enrolled into our salary sacrifice pension scheme, contributing 4% of your salary, which we will match

Reward and Recognition:

• Discretionary profit and performance related bonus
• Referral bonus scheme
• Recruitment bonus scheme (if you refer someone to work at RWK and they successfully pass their probation
• Birthday day off

Other:

• Season ticket load (interest free) up to £10,000 per annum (available after probation)
• Discounted Conveyancing Fees (available after probation)

Future Prospects: 

• 90% of QA Apprentices secure permanent employment after finishing their apprenticeship.  Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Important Information: 

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 

Apply now!