Please be advised this is a Level 3 apprenticeship opportunity. If you have an ICT related qualification at a Level 3 or higher, or if you have extensive experience in a ICT related role, we cannot accept your application.
*THIS ROLE REQUIRES A DRIVER*
Role: 1st Line Support Apprentice
Location: High Wycombe, HP10
Salary: £7.55 per hour
Hours: Monday – Friday (9am – 5pm) / 37.5 hours
If you are passionate about IT and looking to start, change, or develop your career, this is the perfect opportunity for you. We have a career-launching position available with a well-established, national IT Solutions business based in Stafford. This company is renowned for its wholesome culture and strong emphasis on development and progression.
Key Responsibilities:
As a 1st Line Support Apprentice, you will be the entry point for all requests and tickets, while also working closely with other Service Desk Analysts to provide a cohesive experience for clients.
You will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely escalate.
- During your 17-month apprenticeship you will be provided with the tools you need to succeed within the role and develop soft skills as well as technical skills.
- Provide the client facing interface for all support queries
- Co-ordinate all support queries and requests
- Maintain knowledge base for all encountered issues
- Update clients on all stages of support calls, from logging, research, action plan, escalation to resolution
- Publish client facing technical information such as best practice guides, FAQ's, etc.
- Provide reports and statistical analysis on issues reported and resolved for use by account management teams and technical teams
- Provide a feedback loop to delivery and consulting teams for issues arising during project deployment
- Providing a point of contact and administration for in-house IT systems
- Working to daily targets based around support queries
- Ad hoc duties are required
Qualities & Skills Required:
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
- Patience
Knowledge Skills & Behaviours Developed In The Role:
- Gain hands-on experience in Service Desk operations and become an effective team member within a large tech business
- Develop technical skills while building strong communication abilities
- Learn how to deliver outstanding customer service to customers
Opportunities Post Completion of Apprenticeship:
There is a full-time role available to apprentices who show a willingness to progress and develop. There are many different specialisms, such as networking, security, technical sales etc, and you will have opportunity to explore these as possible progression pathways upon completion of your apprenticeship.
We want to develop and maintain our apprentices with the business. At the end of the apprenticeship there will be the opportunity for your role to become permanent within the business and to play a key role to its continued success.
A creative, friendly and enthusiastic person. Quick to pick things up you will enjoy learning new things and be confident in asking questions and suggesting solutions. You are someone that is happy either working independently or as part of a team.
Job Types: Full-time, Apprenticeship
Pay: From £7.55 per hour
Application question(s):
- How will you travel to the office each day and what will your commute time be?
- Describe your experience with technology and IT hardware and how that might be transferable to this role.
Work Location: In person
Reference ID: DEK
