IT Technician 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. Having a keen interest in IT, you will work as part of a busy support team building 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.

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

• Good use of Microsoft Office, in particular, Outlook, Word, Excel and Windows
• Skills in Office 365
• Hardware building
• The timely and accurate logging of customer issues into the Call Management System
• First Line support from both phone calls and incoming emails
• Take responsible for the quality of the information recorded
• 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 escalating 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

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience

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