IT SUPPORT TECHNICIAN APPRENTICE

Key Accountabilities:

To provide technical support; answering support queries via phone, email & self service Supporting users via remote assistance, providing a high level of resolution at first contact To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process) To take ownership of user Incidents and be proactive when dealing with user issues To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management) Respond to requests from users and help them resolve hardware or software requirements Support users in the use of IT equipment by providing necessary guidance and advice To escalate more complex calls having captured all relevant information in the ticket To work with 3rd party technical support where incidents or requests require To highlight trends and major incidents to 1st line team leader immediately

Measures:

Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis Maintain an acceptable level of service to the customers and business Meeting SLA’s as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc.) Consistent and reliable service delivered against all types of incidents & service requests To correctly categorise incidents and set applicable priorities by impact vs severity Consistent approach to all service desk calls Ability to escalate complex service issues To maintain and deliver IT knowledge and process documentation where required

Personal specification:

Skills:

Excellent telephone & customer service manner Good understanding of IT hardware set-up and configuration Focused on quality Good customer service skills Self-motivated Excellent interpersonal skills Good organisational skills to ensure that company processes and procedures are put in place

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 qualifications

Training Outcome:

Potential permanent role after apprenticeship completion for the right candidate.

Employer Description:
We help businesses become more successful by ensuring their technology works.

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,Team working,Creative