Managed Services Apprentice

Working as part of the team, the job holder will provide Technical Administrative Support on various customer service contracts as required. The role holder will support service call resolution and update incidents from customers; they will have the ability to question end users and evaluate issues effectively and be required to assist in fault resolution on various support contracts.  

• Requires ability to communicate with users and evaluate support issues effectively and provide initial identification of faults
• Updating of asset information, spares and repairs through fault replacement, repair and the Incident lifecycle
• Maintaining Records for 3rd party suppliers, booking of replacements and spares used for incident resolution, on-site maintenance and track work across various equipment
• Assist in resolving basic faults and confirm fault details as part of incident investigation and resolution
• Update incidents using the Service management toolset and provide updates to the customer, engineers and managers on the status where required
• Provide service support and has an understanding in the delivery of Incident, Change and Configuration management

The duties of an Apprentice are detailed in subsequent sections. Performing in this role requires that certain activities are carried out within the following process areas:

• Support of Incident and Service Requests
• Assist with Configuration Management updates
• Assist with Change Management updates
• Awareness of Release Management
• Awareness of Problem Management

Incident and Service Requests:

In respect to Incident & Service Request Management, the Apprentice is expected to:

• Monitor Incidents assigned to the team and assist with management to resolution
• Ensure accurate incident status and investigation information is recorded by on a regular basis
• Support delivery of customer Sales orders and queries within Service Requests and track fulfilment and delivery
• Support escalations for Incident resolution to Technical Administrators, radio engineers, Technical Architect, and management
• Demonstrate the ability to understand support issues highlighted by the customer and provide assistance in resolving their concerns

Configuration Management:

In respect to Configuration Management, the apprentice is expected to:

• Liaise with Configuration Management to ensure that, where necessary, the correct asset information is being updated via Incidents and Changes on customer database
• Support Configuration Management tasks to rectify incorrect information held about an asset

Change Management:

With respect to Change and Release Management, where necessary, the apprentice is to:

• Provide assistance with input for assessment to a Change
• Raise and manage Standard and Emergency changes in line with the appropriate Change Process for customer contracts
• Support the implementation of Changes as planned and agreed

• Communication skills
• Customer care skills
• Team working
• Patience

• English GCSE, grade C/4 (Desired)
• IT Related Qualification GCSE, grade C/4 (Desired)
• Maths GCSE, grade C/4 (Desired)