Apprentice Service Desk Analyst
Arqiva is a leading UK communications infrastructure company enabling a vibrant digital economy. We're the people behind the scenes who make connections happen. We help millions of voices to reach billions of eyes and ears through TV, radio and mobile. And we work with everyone from utility companies to independent radio groups and major broadcasters, such as the BBC, ITV and BskyB. Every day our infrastructure and associated services enable millions of people and machines to connect wherever they are through TV, radio, mobile and machine-to-machine data services. Our advanced networks support the huge growth of connected devices and the ever-increasing demand for data from smartphones to tablets through to connected TVs and smart meters.
Department
Arqiva provides highly secure gas and electricity smart metering communications in the UK, playing an essential role in bringing energy saving initiatives into consumers' homes and providing them with the data to make better informed decisions. The Arqiva smart metering system is designed to be "always available", so utility companies can provide time-critical smart services whenever and wherever customers need them.
The Machine-to-Machine ("M2M") Service Desk team is front-line, customer facing and supports multiple national critical infrastructure communication networks. Our team displays passion and enthusiasm to ensure the Water and Energy Utility customers remote devices maintain operation with our communication network.
Role
The Apprentice Service Desk Analyst role will carry out proactive and reactive fault triage of remote communications devices to minimise interruptions in communication. Analysts play a vital role to our customers, delivering a high level of service to ensure faults are logged, managed and resolved efficiently.
Responsibilities
Apprenticeship Training
This is an exciting opportunity to combine study with real work-based experience and learning to enable you to gain a Level 3 Business Administration Apprenticeship. Given you will have paid employment status, you will not pay any training costs or tuition fees.
The course will provide you with a varied skillset, providing you with a good understanding of the principles of business communication and information, creating bespoke business documents, organising and delivering good customer service, and managing your personal and professional development.
Our programme is delivered over 18 months via a combination of classroom based learning and on-the-job training, which means you will spend one day a week a t college and will also attend an induction course to gain an introduction to our business and our infrastructure and attend other relevant training required specifically by your role. Outside of these training days, you will be able to put your learning into practice in the live working environment.
Location
This role is based at our Emley Moor site, on the outskirts of Huddersfield. Whilst not an essential requirement, holding a driving licence is an advantage
What We Are Looking For
Please note a successful candidate must pass a BS7858 security screening check.
Next Steps
All applications must be made online. Our application process follows 4 stages;
These will take place May-June 2020.
This role will close on Sunday 31st May at 11:59pm.
Please ensure you apply in enough time before the deadline as applications will be screened on an ongoing basis.
Save to shortlist
Department
Arqiva provides highly secure gas and electricity smart metering communications in the UK, playing an essential role in bringing energy saving initiatives into consumers' homes and providing them with the data to make better informed decisions. The Arqiva smart metering system is designed to be "always available", so utility companies can provide time-critical smart services whenever and wherever customers need them.
The Machine-to-Machine ("M2M") Service Desk team is front-line, customer facing and supports multiple national critical infrastructure communication networks. Our team displays passion and enthusiasm to ensure the Water and Energy Utility customers remote devices maintain operation with our communication network.
Role
The Apprentice Service Desk Analyst role will carry out proactive and reactive fault triage of remote communications devices to minimise interruptions in communication. Analysts play a vital role to our customers, delivering a high level of service to ensure faults are logged, managed and resolved efficiently.
Responsibilities
- Provision of first-line support and guidance for all relevant IT processes in line with SLAs and KPIs
- Management of customer service calls in a timely and courteous manner
- Log all issues and requests through service management tools, ensuring customer requirements are clearly stated
- Liaise with internal groups and third-party suppliers as required, to ensure effective and speedy resolution for incidents and requests
- Assistance in preparation activity for high priority firmware releases to remote communication devices
- Active engagement and ownership of continual improvement activity to improve the services which we deliver.
- Undertake business process testing and production of working instructions for new services, as required
- Once fully trained, the working pattern will involve shift work to meet the customer demand. Our current model supports 7.5 hour shifts rotating between 08:00 - 20:00 Monday to Friday
Apprenticeship Training
This is an exciting opportunity to combine study with real work-based experience and learning to enable you to gain a Level 3 Business Administration Apprenticeship. Given you will have paid employment status, you will not pay any training costs or tuition fees.
The course will provide you with a varied skillset, providing you with a good understanding of the principles of business communication and information, creating bespoke business documents, organising and delivering good customer service, and managing your personal and professional development.
Our programme is delivered over 18 months via a combination of classroom based learning and on-the-job training, which means you will spend one day a week a t college and will also attend an induction course to gain an introduction to our business and our infrastructure and attend other relevant training required specifically by your role. Outside of these training days, you will be able to put your learning into practice in the live working environment.
Location
This role is based at our Emley Moor site, on the outskirts of Huddersfield. Whilst not an essential requirement, holding a driving licence is an advantage
What We Are Looking For
- 5 GSCEs including Maths and English at Grade C or 4/5
- Excellent communication skills, both written and verbal as this role will involve speaking to a wide range of customers.
- Willingness to learn and embrace new challenges.
- A natural curiosity for problem solving and attention to detail
- Willingness to learn and develop in the role.
- A genuine interest in technology
Please note a successful candidate must pass a BS7858 security screening check.
Next Steps
All applications must be made online. Our application process follows 4 stages;
- Online application form
- Online test (numerical reasoning)
- Telephone interview
- Approximately 30 minutes with competency-based questions focused on Arqiva values and the role requirements
- Assessment centre
These will take place May-June 2020.
This role will close on Sunday 31st May at 11:59pm.
Please ensure you apply in enough time before the deadline as applications will be screened on an ongoing basis.
Save to shortlist
