IT Apprentice

As an IT Apprentice, you’ll be working closely with our First, Second and Third Line Technicians as they support our existing and new customers’ IT requirements.

You’ll have a keen interest in IT and must be able to work as part of a busy support team.

Working closely with other departments you will need to build relationships with both internal and external customers.
We work to strict SLAs with our customers and you’ll be responsible, after training, for the quality of information logged into our ticketing system – you will be expected to accurately log support tickets in a timely manner.
We expect you to be self-motivated, efficient and well-organised with a keen eye for detail. You’ll be IT-literate with skills in the use of Microsoft Office, in particular, Outlook, Word, Excel and recent versions of Windows. Skills in Office 365 as well as hardware building are definitely a bonus.

Specific duties will include (but aren’t limited to):

• The timely and accurate logging of customer issues into the Call Management system, from both phone calls and incoming emails;
  using the formal call logging system in place, and be responsible for the quality of the information recorded – to be able to produce clear descriptions relating to user problems that ensure timely and efficient solutions; resolving the initial query to the best of your ability if you don’t need to escalate.
• Recognising when a call is urgent and escalate accordingly;
  carrying out configuration and testing of new kit prior to install at customer site.
• The ability to work as part of a team, whilst remaining self-motivated in managing your own workload.
• The ability to demonstrate an excellent customer service focus when dealing with clients.

We’re looking for you to develop the role so that, in time, you become the first point of contact for all incoming issues to the Help Desk – freeing up the First and Second Line technicians to concentrate on the resolution of issues to meet our agreed SLAs.

Ultimately we’ll work to promote you through the ranks of 1st, 2nd and third line support!

Our customers are supported from 8:30am - 6:00pm, Monday - Friday [excluding Bank Holidays] and you will work a 37½ hour week around these hours. You may be asked to work the occasional weekend to support customer migrations; this will be supervised and time given back in lieu.

In addition, you’ll be expected take part in the Technical
Support meetings which take place one morning each week.You’ll need to be educated to at least GCSE Grade A-C level in both English and Maths.

• Communication skills
• IT skills
• Organisation skills
• Administrative skills
• Analytical skills
• Logical
• Team working

• Maths GCSE, grade A-C or 4-9 (Essential)
• Maths GCSE, grade A-C or 4-9 (Essential)