IT Service Desk Apprentice

At Loaf we make insanely comfy sofas, beds and homewares that help people lead more comfortable lives. Founded in 2008, Loaf has steadily grown each year to become one of the leading premium furniture and homeware brands in the UK. We now have 12 Shacks (stores to everyone else!), with more on the way. It's an exciting time to join an ambitious business.

The Loaf IT team supports all services, user provisioning and monitoring and resolution of any issues affecting IT services and infrastructure across Head office, Distribution Centre, our 12 showrooms (shacks) and remote workers. This role is broad and covers support of all the business systems. The job function includes user support by telephone, email, and face to face, as well as working alongside the IT and wider Technology team in various projects and initiatives.

The Service Desk Apprentice role will report to the Head of IT.

The Job

• Receive, log and resolve 1st line IT incidents and Service Requests.
• Escalate internally and with 3rd party suppliers for 2nd and 3rd line issues.
• Provide hardware and software support in a mixed Windows/Mac environment.
• Build and deploy corporate devices for internal staff.
• Efficiently and effectively investigate, diagnose and action all operational alerts escalating where appropriate.
• Provide support for Technology projects.
• Use Incident Management software to ensure incidents are tracked and resolved within SLA’s.
• Follow documented procedures to manage secure access to IT systems for starters, leavers.
• Maintain and create knowledgebase articles.
• Occasional travel to other Loaf sites.
• Use standard management tools and processes to carry out defined housekeeping processes.
• Ensure that all operational security policies, processes and procedures are adhered to.

We're looking for

• Relevant qualifications in an IT-related discipline to either A level or undergraduate level.
• Experience working in a customer-facing environment and dealing with people over the phone and face to face.
• Excellent communication skills with an outgoing and personal nature.
• Experience working in an IT support environment beneficial but not essential.
• Resilient, proactive and positive attitude and approach.
• Ability to identify areas for improvements to efficiency both procedural and technical.
• Must be able to work on own initiative and work well within a small team.
• Must have excellent analytical skills, the ability to work to deadlines and to take a task from design through to implementation and documentation.
• A keen interest in IT and technology in general.

Some of our benefits

• 25 days holiday, increasing by 1 day each year for 3 years, plus 8 days for bank holidays.
• Enhanced family leave policy.
• Staff and friends and family discount scheme.
• Healthcare cash plan.
• EAP programme.
• Shopping discounts.
• Cycle to work scheme.
• Half a day for Christmas shopping.
• Life Assurance – 4 times annual salary.

What's it like working at Loaf?

We are a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people. The customer is at the heart of everything we do and we’re always striving for better, more efficient ways to deliver to the highest standard. As a business, we're working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves. We'd love you to join us on our journey.