IT Support Analyst (Apprentice)

Expiry Date: Nov 18, 2015 Career Area: Computers/IT

Created: Nov 06, 2015

Pay: £8500 - £10,998 pa; Hours: Full time; Term: Permanent

Reference: RRI-026

Location: Paisley

Type: Job opportunity


Main Duties Working in this role you will build skills and experience key to IT service roles, including
Working within a support team in an operational service delivery environment
Taking ownership of alerts and incidents, and progressing to resolution
Pragmatic troubleshooting techniques
Working within ITIL processes
Understanding and utilising service call management systems
Working within Change Management controls
Understanding of Project Management methodologies
Analysing technical performance data
Reporting on technical findings and service delivery to peers and management


Qualifications, Certificates or Licences
5 National 5s at Grade C or above plus 2 Highers at Grade C or above in Maths and English

Skills, Abilities and Personal Qualities
Customer focused, ability to listen to and understand the customers needs
Good written and verbal communication skills, calm and polite telephone manner
Ability to work as part of a team, and in a pressurised environment
Excellent time management, and able to work on own initiative
Complete scheduled maintenance tasks and service checks
Monitor and respond to critical system monitoring alerts
Progress and resolve service incidents within SLA, maintaining comprehensive incident notes on the company call management system
Liaise with peers to troubleshoot and resolve complex service issues
Create and maintain service documentation, processes and knowledge base articles
Perform health checks and performance analysis to ensure critical services are delivered within SLA
Assist with service take on for new clients and services
Identify and implement service improvement opportunities
Build knowledge of supported clients and technologies through colleagues, support documentation and in house learning tools
Learn to identify and escalate potential service risks and issues in order to protect client services


To express an interest please send an email, covering letter & CV, quoting the job reference number at top of this page, to Only applicants who meet the full specification will be submitted to the employer. You will receive an email confirming receipt of your application & confirmation of submission to the employer. Please note that we may require you to register with Invest in Renfrewshire Employability Services prior to taking up an offer of employment