IT Apprentice

As an advocate of Customer Service excellence, you will act as a referral point for dealing with complex or technical customer requests, issues, complaints, and queries.  Working alongside experienced IT professionals you will be mentored and trained in the use of various IT systems and software packages. Your duties will include:

Diagnosing & resolving software, hardware and networking incidents Learning how to use a range of IT support tools providing excellent customer service when speaking to internal and external customers Identify and recommend areas where improvements could be made within own role / team Receive and respond appropriately to queries and provide relevant and accurate advice / support in a timely manner within remit of role Accurately record, update and document requests using the appropriate IT service desk system and adhere to procedures. Check for accuracy and validity. Flag potential anomalies / issues

Training:

You will gain experience in a large organisation, whilst studying towards your nationally recognised qualification - Customer Service  L3 Specialist qualification, with 20% time out of the workplace for study, training and assessments.  Your training will be a via a blended learning approach, with face to face visits in your wokplace, on-line group workshops on a monthly basis and hands on training within the workplace providing you with all you require to be successful. You will be given one day a week to complete your training. 

The training you will be completing as part of the Level 3 Customer Service apprenticeship standard includes: 

Knowing your customers             Providing a positive customer experience Meeting regulations and legislation         Systems and resources Working with your customers/customer insights Dealing with customer conflict and challenge     

 

Training Outcome:

We cannot guarantee a permanent position following the completion of the apprenticeship, but we have an excellent track record of keeping our successful apprentices in the organisation. This apprenticeship is a great opportunity to gain a range of IT /Customer Service skills and gain experience of working for a large, and busy, IT service.

 

Employer Description:
IT comes under our Resources department which covers a wide range of specialisms, including Human Resources, Finance, ICT and Business Operations. Our main focus is supporting the other directorates to provide the best possible service to our residents. To do that, we have to make sure we have the right people in the right roles across the organisation. From our finance teams, working strategically to ensure the best value from public money; to HR keeping our employees healthy and happy, each service is vital in making sure Buckinghamshire Council has what it needs to run effectively and efficiently.

Working Hours :
Monday to Friday 9am to 5pm

Skills:
Communication skills,IT skills,Attention to detail,Customer care skills,Problem solving skills,Analytical skills,Team working,Patience