IT Support Apprentice

Reporting directly to the Service Desk Team Leader this position encompasses the delivery of 1st line remote support and triage services for all contracted and non-contracted clients.

This position requires clear communication, co-ordination and time management to ensure clients expectations and contractual obligations are maintained.

The ability to work logically and maintain control whilst under pressure and make firm decisions based on common sense and judgement in difficult situations is paramount.

Delivery of 1st line remote support services to contracted and non-contracted customers Triaging incidents and service requests that are logged by all customers, either by phone, email, live chat or portal Ensuring all incidents and service requests are logged into ITSM package Ensuring all SLA obligations are met in delivery of above services Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to appropriate team/s (see latest guidelines) Implementation and/or fulfilment of remote service requests and installations when required Recommendations of relevant improvements, new technical procedures, products or services to line management Running of the “workshop.” This includes reloading of machines operating systems and hardware diagnostics

Training:
ICT (Information Communications Technician) Level 3 Apprenticeship Standard You will also receive full training and support from the Just IT apprenticeship team to increase your skills Your training will include gaining a Level 3 IT qualification Training schedule has yet to be agreed. Details will be made available at a later date

Training Outcome:
Career progression opportunities Secure a full-time position after successful completion of apprenticeship

Employer Description:
Utilize plc and its group of companies represent a young, dynamic and growing business in which to forge a career. Established in 1997 the company has a strong heritage in delivering industry leading technology services across the South East. Averaging 23% growth year on year, since its inception, Utilize enjoys low staff and customer churn rates coupled with an aggressive acquisition and growth strategy, offering management a challenging and rewarding environment to work in

Working Hours :
Monday to Friday, 9am to 5pm.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Creative,Positive attitude,Willingness to learn,Team Player,Hard-working,Motivated,Passion for ICT