Internal Systems Helpdesk Apprentice
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
We’re building an inclusive work environment
Here at Zen your gender, race, ethnicity, neurodiversity, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.
We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.
The hiring manager for this role is Will Goddard, we are currently not seeking agency support to fill this role.
How you will make an impact?
This is a fantastic opportunity for someone looking to either kick start their career in IT or take their next steps of progression in their career, in a challenging first line role. The role requires a high standard of customer service and support to be delivered. Reporting directly to the IS Manager, this role is an opportunity for an enthusiastic individual to develop their technical knowledge and start or further their career in a technical role. Successful individuals will have the ability to present information in a customer friendly language; have a keen attention to detail and excellent customer service skills.
Key Responsibilities
- Providing 1st line support to our internal users with issues and general requests via various channels such as phone calls, emails, IS ticketing system and face to face
- Troubleshooting general 1st line problems and escalating to 2nd/3rd line team members when appropriate
- Using the IS ticketing system to log, update and progress requests to conclusion.
- Creating user accounts and onboarding new staff.
- Purchasing of IT equipment
- Writing professional documentation, e.g., help guides, hints & tips and incident reports.
Candidate Profile
- A keen interest in developing skills and learning via training and self-study with a view to gaining an IT Support Technician Level 3 apprenticeship qualification.
- A strong passion for technology and a desire to pursue a career in IT and the Telecomms industry
- A high degree of numeracy and literary (at or above level 2) and problem-solving skills
- Good understanding of computers
- Good knowledge of MS 365 Suite
- Excellent telephone manner and high standard of written and verbal communications
- Any exposure to windows operating systems an advantage
- Strong organisation and time management skills
- Capable of quickly building rapport with a diverse mix of people
- Calm and approachable even under pressure
- Great team working skills, eager to help yet equally keen to accept advice.
- Keen to take on extra roles and responsibilities as needed.
- A good attention to detail and the ability to follow processes and procedures
This is a fantastic opportunity to learn and develop new technical skills, and includes an IT Support Technician apprenticeship programme provided by Baltic Apprenticeships, in addition to a supportive environment with experienced technicians who will be supporting and mentoring the successful individual.
About Zen
At Zen, we’re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we’re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.
Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.
Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.
We believe that business should be a force for good and we’re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that is why we’re a certified Great Place to Work TM and B Corp Certified!
Our Benefits
Free Zen broadband
Award winning broadband for free
Your Birthday off
Let’s celebrate!
Salary reviews
every 6 months
Continuous Learning & Development
Over 13,000 courses available across all areas
Discretionary bonus
on company performance
Charitable
Days
Two paid days a year for volunteering
25 days annual leave
(with option to buy/sell up to 5 days)
Pension
5% of salary paid by Zen, minimum of 3% paid by employee
20% Discount on local nursery (Rochdale office only)
Mobile Phone Discount
10% off all plans with Honest Mobile
Private medical healthcare
with Benenden (Cash Plan also available)
Travel loan scheme
Spread the cost of travel
People Friendly Policies
From enhanced maternity to menopause
Flexible Critical Illness
Financial protection if the worst were to happen
Car Salary Sacrifice
Hybrid & electric cars from Tusker
Life
Assurance
X2 as standard with the option to flex up
Retail
Discounts
100s of discounts from top brands
Electric Car Charging Points
Six electric car charging points onsite at Rochdale
Payroll
Giving
Tax free donations to charity through your salary
Cycle2Work scheme
Save on cycling
Free Drinks
Free tea and coffee from our office kitchenettes
Free
Parking
Available at our Rochdale office
Team Engagement
For everyone per year towards team social events
Life @ Zen
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