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For Companies At a Glance
- Tasks: Support users with IT issues, manage tickets, and assist in onboarding.
- Company: De La Rue is a global leader in banknote production and security solutions.
- Benefits: Enjoy 26 days leave, private health insurance, and a contributory pension scheme.
- Why this job: Gain hands-on IT experience in a supportive team while contributing to global currency integrity.
- Qualifications: Interest in IT, good communication skills, and GCSEs in English and Maths.
- Other info: Located in Basingstoke; applications reviewed on a rolling basis.
Apprentice UK IT End User Support Analyst
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Apprentice UK IT End User Support Analyst
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The Vacancy
We have an exciting opportunity for an Apprentice IT End User Support Analyst to join our Central IT team here at De La Rue. The Apprentice UK IT End User Support Analyst will support the UK IT End User Support Team in providing essential front line IT support to our business users, in the UK and across our global manufacturing sites. Working in a Service Desk environment, the IT End User Support Team have overall responsibility for logging all incidents, resolving issues, implementing and upgrading technologies, deploying software, assisting with the onboarding and offboarding processes whilst ensuring inventories are regularly updated alongside all relevant documentation.
The Vacancy
We have an exciting opportunity for an Apprentice IT End User Support Analyst to join our Central IT team here at De La Rue. The Apprentice UK IT End User Support Analyst will support the UK IT End User Support Team in providing essential front line IT support to our business users, in the UK and across our global manufacturing sites. Working in a Service Desk environment, the IT End User Support Team have overall responsibility for logging all incidents, resolving issues, implementing and upgrading technologies, deploying software, assisting with the onboarding and offboarding processes whilst ensuring inventories are regularly updated alongside all relevant documentation.
This role forms part of the Global IT first line support team responsible for troubleshooting all IT issues and ensuring they are dealt with efficiently and effectively and where possible presenting a first-time fix to minimise client downtime.
The role will need to escalate tickets to other members of the IT Team as required in order to resolve the issues. Through ongoing learning and development, this role over time, will take ownership of level 1 tickets managing them through to resolution.
Key Responsibilities
- Assist in providing 1st line support for hardware, software and network issues via phone, email or in person
- Ownership and management of basic 1st line support tickets from troubleshooting through to resolution
- Ensure the documentation and tracking of issues using via the ITSM tool
- Assist the IT Support Team in all IT onboarding and offboarding activities including the set up of new user accounts and equipment, including laptops, phones, and printers.
- Shadow experienced technicians on support tasks and projects.
- Learn to troubleshoot operating systems, software, and network issues.
- Contribute to the maintenance and updating of all IT documentation including training materials and knowledge-based articles and asset records
Contract type: Permanent
Working hours: Full Time – 36.5 hrs per week (working an 8am-5pm or 9am-6pm shift)
Base location: Basingstoke Viables
Skills, Qualifications & Experience
- A keen interest in IT and problem-solving.
- Good communication and interpersonal skills.
- Ability to work both independently and as part of a team.
- Willingness to learn and develop new skills.
- Strong customer service skills
- Positive attitude with a proactive approach to work
- Flexibility to work in a fast-paced environment
- Grade 5/C in GCSE English, 4/C in GCSE Maths
- Level 3 IT Support Apprenticeship qualification, or willingness to obtain
About De La Rue
De La Rue is a leading commercial supplier of banknotes and a long-standing trusted partner to central banks and governments worldwide. Our products underpin the integrity of economies and trade, enabling businesses and citizens to participate securely in the global economy.
With a heritage spanning over 200 years, we remain a global leader in advancing security and integrity for currency solutions, supplying 54% of the world’s central banks and manufacturing in the UK, Europe & Asia. We offer world-leading banknote design and technical support, fully finished banknotes and advanced security features, including our durable SAFEGUARD polymer substrate. Our products are optimised for ease of manufacture, reduced environmental impact and cash cycle efficiency.
Benefits
- 26 days annual leave + bank holidays
- Contributory pension scheme (De La Rue pay 1.5x the employee’s contribution – employee contributions up to a maximum of 6%, with employer contributions up to a maximum of 9%)
- Private health insurance – No cost for single cover, subsidised rates for additional dependant cover
- Life assurance – 4x your annual salary
- Chance to buy or sell holiday as part of our Annual Leave Flexibility Scheme
- Cycle to Work Scheme
- Subsidised Gym Memberships
- Various other perks and Employee Assistance packages
- Enhanced family friendly policies (e.g. four weeks paid paternity leave and enhanced paid maternity leave)
Please note that applications are reviewed on a rolling basis and therefore interviews may be held prior to the closing date for this vacancy.
***This position is located in Basingstoke, Hampshire. To be eligible for consideration, you must be authorised to work in the UK without company sponsorship***
Join the Team
We want to work with people like you from all backgrounds and experiences, to help us gain a diverse workforce with a broad outlook and sharp expertise. We are looking for people unafraid to go that extra mile, bringing with them unique characteristics and abilities.
Show us you have what it takes and we\’ll reward you with a great place to work alongside other great people. Global business, global people. We think De La Rue is an amazing place to work. But don\’t just take our word for it.
Join The Team and Create Your Own Story
Working at De La Rue
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Apprentice UK IT End User Support Analyst employer: De La Rue
Contact Detail:
De La Rue Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Apprentice UK IT End User Support Analyst
✨Tip Number 1
Familiarise yourself with common IT support tools and software, especially IT Service Management (ITSM) tools. Understanding how to log and track incidents will give you a head start in the role.
✨Tip Number 2
Brush up on your troubleshooting skills for both hardware and software issues. Practising with different operating systems and common applications can help you feel more confident when handling real-world problems.
✨Tip Number 3
Showcase your customer service skills during any interactions. Being friendly and approachable can make a significant difference in a support role, so practice active listening and clear communication.
✨Tip Number 4
Network with current or former employees of De La Rue if possible. They can provide insights into the company culture and expectations, which can be invaluable during interviews.
We think you need these skills to ace Apprentice UK IT End User Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant skills and experiences that align with the role of an Apprentice IT End User Support Analyst. Emphasise any previous IT support experience, customer service roles, or technical skills you possess.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for IT and problem-solving. Mention specific reasons why you want to work at De La Rue and how your skills can contribute to their team. Be sure to express your willingness to learn and develop new skills.
Highlight Relevant Qualifications: Clearly state your qualifications, such as GCSE results and any IT certifications. If you are pursuing or have completed a Level 3 IT Support Apprenticeship, make this prominent in your application.
Showcase Soft Skills: In your application, highlight your communication and interpersonal skills, as well as your ability to work both independently and as part of a team. Provide examples of how you've demonstrated these skills in past experiences.
How to prepare for a job interview at De La Rue
✨Show Your Passion for IT
Make sure to express your keen interest in IT and problem-solving during the interview. Share any relevant experiences or projects that demonstrate your enthusiasm and willingness to learn.
✨Demonstrate Communication Skills
Since this role involves providing support via phone, email, and in person, it's crucial to showcase your good communication and interpersonal skills. Practice explaining technical concepts in simple terms to ensure clarity.
✨Prepare for Common IT Scenarios
Familiarise yourself with common hardware, software, and network issues that you might encounter in a first-line support role. Be ready to discuss how you would troubleshoot these problems effectively.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, ongoing training opportunities, and the technologies used at De La Rue. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
