ICT Support Apprentice

Provide 1st line technical support in line with the ITIL methodology and company support service definitions ensuring all tickets are recorded within the service desk along with the time taken to resolve. Be a team player by creating or updating knowledge base articles for tickets you have resolved to help colleagues who may encounter similar incidents or problems in future ensuring excellent team work. When contacted by a customer, act as the first point of contact for the technical support request using both written and oral communication are documented within the associated service desk ticket ensuring excellent customer service. Respond to support requests from your line manager or delegated customer account, recording detailed diagnostic information and using appropriate knowledge bases, logs or other tools provided by the company to allow for an informed diagnosis. Undertake resolution activities based on the informed diagnosis of the support ticket, ensuring the ticket is promptly resolved or escalated to the appropriate internal resource. Communicate effectively with colleagues,customers and 3rd parties using both written and oral communication skills. Establish a good working relationship with colleagues, customers and 3rd parties Maintain assigned contracted customers IT systems for safe, effective use by all end users. Maintain service continuity by documenting any changes to the customer IT systems within the designated client Change Management Database (CMDB). Undertake the scheduled proactive management of the customer IT systems ensuring any issues found are recorded and promptly resolved or escalated to the appropriate internal resource whilst ensuring excellent communication with lead customer contact. Follow the agreed maintenance schedules for your assigned contracted customers; managing the efficient implementation of backup including data restoration, virus protection, security procedures and data protection policies. Assist the PMO in the  delivery of a project as directed by your line manager, ensuring all tasks are completed against agreed quality assurance procedures and correct governance is applied. Under the direction of your line manager when requested provide accurate and informative advice and guidance to customers to ensure that they are able to gain the full benefit from any investment Levett Consultancy services and solutions. Under the direction of your line manager when requested, provide product training to staff or customers, ensuring positive and productive outcomes for recommended products and solutions. Identify and record new leads or products for Levett Consultancy by informing the Business Support Team. Install and configure end user client device hardware operating systems and applications as directed by your line manager

Training:
A work based tutor will be allocated to the apprentice and the training will take place online and in the workplace.

Training Outcome:
Once the apprenticeship is complete the apprentice will have the opportunity to be promoted a fulltime member of the 1st line team, where they can progress to a 3rd line technician or technical architect

Employer Description:
Levett Consultancy are a customer centric business where all of our cloud services and solutions are built by our customers for our customers, enabling true digital transformation based on our core ethos of ‘Keeping Technology Simple’. We have a long history of providing a range of Cloud IT services and solutions to accommodate every type of budget.

Working Hours :
Monday to Friday, 8.00am to 5.00pm.

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