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For Companies At a Glance
- Tasks: Provide first-line technical support and resolve IT issues for colleagues.
- Company: Join JD Sports Fashion Plc, a leading retailer in the sports fashion industry.
- Benefits: Enjoy on-the-job training, mentoring, and a Level 3 Apprenticeship programme.
- Why this job: Gain hands-on experience in IT while working in a dynamic, fast-paced environment.
- Qualifications: Enthusiasm for technology, good communication skills, and a willingness to learn.
- Other info: Ideal for high school and college students looking to kickstart their IT career.
Overview
IT Level 3 Apprentice – Service Desk Analyst – JD Sports Fashion Plc. 1st Line ICT Apprentice within the Group IT Service Desk, providing first-line technical support to colleagues across the JD Group while completing a Level 3 Apprenticeship. Location: JD HO, Bury.
Role Details
- Title: ICT Level 3 Apprentice – Service Desk Analyst – 1st Line
- Organisation/Team: JD Sports Fashion Plc, Group IT
- Reporting To: First Line Service Desk Team Leader
Role Description
- As an ICT Level 3 Apprentice, you will work within the IT Service Desk team, learning how to provide first-line technical support to colleagues across the JD Group.
- Provide technical support, including detection, recording, analysis and resolution of incidents received via phone, email, intranet and walk-up.
- Respond to support enquiries from clients and help resolve hardware and/or software problems.
- Maintain a high level of customer service for all support queries and adhere to service management principles.
- Arrange for external technical support where problems cannot be resolved in-house.
- Work closely with service support teams, development teams and key business stakeholders to ensure incidents are managed through to resolution.
Responsibilities
- To provide 1st line technical support for the IT functions of the business.
- Respond to support enquiries directly from clients and help resolve hardware and/or software problems via phone and ticketing system.
- Log all support calls within the ITSM tool.
- Maintain a high degree of customer service for all support queries and adhere to service management principles.
- Liaise with other JD Technical teams as required (escalating to 2nd Line).
- Liaise with 3rd party technical support teams when necessary.
- Assist and work alongside Knowledge Management to document procedures.
- Establish and maintain effective relationships with business users and group IT teams.
- Own customer issues and drive them through to resolution.
- Assist ITIL managers in the development and maintenance of IT Support processes.
- Proactively identify areas for improvement and drive their implementation.
Experience & Knowledge
- Enthusiasm for technology and problem solving.
- Willingness to learn and take on new challenges.
- Good written and verbal communication skills to clearly convey information to colleagues and end users.
- Ability to remain calm and structured under pressure in high-demand situations.
- Comfortable in a dynamic, fast-paced setting with adaptable priorities.
- Ability to manage multiple tasks with attention to detail and timely delivery.
Essential
- Enthusiasm for technology and problem solving.
- Willingness to learn and take on new challenges.
- Good written and verbal communication skills.
- Ability to work under pressure with clarity and focus.
- Adaptability in a dynamic environment.
- Ability to manage multiple tasks and priorities.
Preferable
- Experience in a retail environment.
- Ability to demonstrate both business and IT benefits where appropriate.
- Basic Knowledge of Microsoft Windows and Office.
- Interest in computer hardware or networking.
- Any previous customer service or IT-related experience (school, college, personal projects).
- Understanding of PC hardware setup, configuration and maintenance.
- Incident diagnosis and problem-solving skills within an IT environment.
- Interpersonal, communication and negotiation skills, both verbal and written.
- Ability to plan, coordinate and prioritise activities.
- Ability to liaise with a broad spectrum of individuals.
- Flexible approach to support services for a growing business.
Development & Apprenticeship
- You will be enrolled on the ICT Level 3 Apprenticeship programme.
- You will receive mentoring and on-the-job training from experienced service desk analysts.
- You will gain practical experience across different areas of IT.
Apprenticeship
You will enrol on the ICT Level 3 Apprenticeship programme via the appropriate provider.
Location
JD HO, Bury
Nationality / Employment details
- Seniority level: Internship
- Employment type: Full-time
- Job function: Information Technology
- Industries: Retail
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IT Level 3 Apprentice - Service Desk Analyst employer: JD Sports Fashion
Contact Detail:
JD Sports Fashion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Level 3 Apprentice - Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common IT support tools and ticketing systems. Understanding how to log and manage support calls will give you a head start in the role and show your proactive approach.
✨Tip Number 2
Brush up on your customer service skills. Since you'll be providing first-line support, being able to communicate clearly and empathetically with colleagues is crucial for resolving issues effectively.
✨Tip Number 3
Gain some basic knowledge of Microsoft Windows and Office applications. This will not only help you troubleshoot common problems but also demonstrate your enthusiasm for technology during interviews.
✨Tip Number 4
Show your willingness to learn by engaging with online resources or communities related to IT support. This can help you stay updated on best practices and trends, making you a more attractive candidate.
We think you need these skills to ace IT Level 3 Apprentice - Service Desk 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 IT Level 3 Apprentice. Emphasise any previous customer service or IT-related experience, even if it's from school or personal projects.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for technology and problem-solving. Mention specific examples of how you've demonstrated these skills in the past, and express your willingness to learn and adapt in a fast-paced environment.
Highlight Communication Skills: Since good written and verbal communication skills are essential for this role, ensure you provide examples in your application that demonstrate your ability to convey information clearly to colleagues and end users.
Showcase Your Adaptability: In your application, mention instances where you've successfully managed multiple tasks or adapted to changing priorities. This will show that you can thrive in a dynamic setting, which is crucial for the role.
How to prepare for a job interview at JD Sports Fashion
✨Show Your Enthusiasm for Technology
Make sure to express your passion for technology and problem-solving during the interview. Share any personal projects or experiences that highlight your interest in IT, as this will demonstrate your eagerness to learn and grow in the role.
✨Prepare for Common Support Scenarios
Familiarise yourself with common IT support issues, especially those related to hardware and software. Be ready to discuss how you would approach diagnosing and resolving these problems, as practical examples can showcase your analytical skills.
✨Demonstrate Your Communication Skills
Since the role involves a lot of interaction with colleagues, practice articulating your thoughts clearly and concisely. You might be asked to explain technical concepts, so being able to communicate effectively is key to impressing the interviewers.
✨Highlight Your Ability to Work Under Pressure
The interview may include questions about handling stressful situations. Prepare examples from your past experiences where you successfully managed multiple tasks or resolved issues under pressure, showcasing your ability to stay calm and focused.
