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End User Support Analyst Apprentice


QA Apprenticeships

£15,000 - £15,000 Per Annum


IT, Internet

Permanent | Full Time




Employer description: 

Penguin Random House is the international home to nearly 250 editorially and creatively independent publishing imprints. Together, their mission is to foster a universal passion for reading, by partnering with authors to help create stories and communicate ideas that inform, entertain, inspire, and connect them with readers everywhere. 

Job overview: 

They are currently looking for an enthusiastic individual who has a massive passion for IT to work for their well-known publishing group, based in London. 

Main role and key responsibilities: 

* To provide on-going support for all end user services, including desktops, laptops, MACs, printers and associated servers

* Provide Audio Visual assistance for meetings, include audio and video conferencing.

* Assist in the management of spare and loan equipment

* Respond to incidents and service requests in a timely manner, in accordance with SLA targets

* Liaise with third party companies who are contracted to provide services to business

* Maintenance and management for EUC key servers including file, print, SCCM and Casper

* Install and support telephony services including mobile device configuration

* Respond and act upon system alerts as appropriate

* Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix

* To collaboratively work with the PRH Service Desk and ensure they receive regular communications and knowledge articles to help with first time fixes

* Work closely with other Technology teams to ensure incidents are resolved and root causes are addressed

* Collaborate with all EUC technology team members in order to deliver consistent service delivery across all UK locations

* Responsible for the review and publication of the EUC Technology Service documentation – ensuring that central support documentation is developed, maintained and used appropriately 

* To offer appropriate user education on an individual basis as required 

Desired skills and qualities: 

* Excellent written and spoken skills, with the ability to communicate technical information to non-technical staff

* Able to display empathy, patience and understanding when dealing with customers

* Represent the technology team by always presenting a professional image when dealing with end users, third party clients, outside contractors and inter-department personnel

* Demonstrate a pragmatic, pro-active approach to identifying issues and resolving incidents / requests

* Willingness to work from other UK locations

* Commitment to the highest standards of customer service

* Able to follow policies and standards, suggesting improvements where appropriate

* Take an active interest in the activities of the technology team and the values of the business

* Focus on the advantages of working within a team, but also be comfortable with working independently as necessary  

Desired qualifications:  

3 x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade C or above. 

Working week: 

8:30am - 5pm, 

Monday - Friday, 

37.5hrs per week. 

Important Information: 

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. 

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.