Service Desk Analyst Apprentice

Employer description:
Cegal is a tech company writing digital success stories. By delivering leading industry software, world-class consulting, and mission critical cloud solutions, we are shaping the digital future.
With 800+ employees in nine countries, we are growing to become a leading global technology powerhouse for the energy industry and a contributor to the green transition.

Overview:
We’re looking for a Service Desk Analyst to join our global technology powerhouse, specialised in energy and dedicated to enabling a more sustainable future.

At Cegal’s, Service Desk the focus is on the customers and their employees. The goal is to provide the world's best service with smiling, enthusiastic and customer-centric employees.

Are you passionate about showing others how technology can make things better?

If so, this role might be perfect for you!

Duties:

• Serve as the single point of contact for client IT issues via phone, live chat, and email by providing high-quality customer support through effective written and verbal communication
• Manage UK IT Operations mailboxes, ensuring all communications are appropriately actioned and cases are logged in the ITSM tool.
• Categorise, escalate, and dispatch tickets or cases to operational teams or vendors through the Service Management System to minimize customer impact.
• Manage and own Access Management processes for all UK customers, including processing account creations, removals, and access level requests in line with customer requirements.
• Contribute to the development of the internal knowledge base.

Desirable skills:

• Ability to provide basic technical support over the phone and in person
• Excellent phone skills, professional demeanor, and knowledge of customer service principles and practices
• Previous customer service experience strongly desired.
• Strong written, oral, and interpersonal communication abilities.

Working week:
Provide shift cover with current UK IT Operations rota between 7am – 5:30pm, Monday – Friday. 40 hours a week in total.
You will participate in out of hours standby rota as part of the 24-hour service requirement.

Salary:
£24,000 – £28,000 per annum.

Benefits:

• Career paths – Advance your career with trainee programs, mentorship, growth dialogue.
  Influence – Ideal company size – global impact, yet stand out and make a difference.
• Professional growth – Benefit from a training budget and dedicated time for learning and growth, while enjoying access to digital courses and our very own certification center.
• Technology – We are passionate about new tech. Test the latest technologies and learn how to implement them in real-world scenarios.
• Work-life balance – Enjoy a supportive and flexible work environment that enables you thrive both professionally and personally.
• Diversity – support diversity in the tech industry through our Diversity at Cegal initiative and Women at Cegal network.

Future prospects:
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Important information:
This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.
Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6.
If you are interested in starting your career and receiving a work based qualification at the same time, APPLY NOW!