3 of 3 Apprenticeship Ticket Management Jobs in England

IT networking and support. A Typical Day in the Job: Process incoming tickets via the customer portal or telephone in an appropriate & efficient manner Ticket management following agreed process Escalate repeat calls, customer dissatisfaction or excessive repeat calls to Senior Management Team Ensure all SLA deadlines are … reviewed regularly to reduce breaching across response and resolution SLA's Assist with ticket reviews to improve quality of service Monitoring of the escalation mailbox, notifying the Management team or Level 2's of any escalations which need attention Create relevant knowledge base articles and amend when necessary More ❯

and communication skills in an IT context Basics of hardware, common operating systems (Windows, macOS, ChromeOS) Understanding the role of an IT helpdesk and ticket management Device lifecycle basics, setup, support, and decommissioning Introduction to software like Google Workspace, Microsoft 365, JAMF, PaperCut, and Meraki WiFi Learn foundational More ❯

a solution where possible To help employees in using Gamma IT systems, this could also involve training other employees To document interactions within the ticket management tool To make sure Gamma policies and processes are being followed Training Information Communications Technician Level 3 Apprenticeship Standard After completing your More ❯