Apprentice Customer Service Technician

Be the first point of contact to customers who contact IS for help and
support, by phone, in person or online Triage enquiries to determine the prioritisation of reported Incidents and Requests appropriate to the business critical functions and force
priorities Complete initial troubleshooting on issues being presented with an aim to resolving them there and then or recording the issues to help the investigation and diagnosis by other IS teams Follow up on calls waiting for customer and waiting for authoriser to
ensure they are completed within service targets Follow up on customer feedback on the closure of incidents and requests Direct customers to self-help resources and knowledge articles, test
documentation and guidelines before publication Support the release of new products by participating in testing and by providing early life support activities such as providing advice on new systems and technologies Maintain the stock of hot swaps to get customers up and running and maintain the stock of over the counter spares and peripherals, including loan equipment Fulfill requests and maintain stocks of non-standard and adaptive
technologies, ensuring that customers receive their specialist equipment within SLA Participate in technology audits and stock checks for all technology
assets, including the recovery of unused hardware or software assets Administer asset records for devices, components and monitor service usage and billing working with service providers as required

Training:

Customer Service Specialist Level 3 Apprenticeship Standard:

You will experience a blended learning model You will work with expert assessors to develop new knowledge, skills and behaviours within the profession This is predominantly a work based programme which means that your learning will take place on the site of your employment and within your contracted working hours We host supporting workshops regularly throughout the apprenticeship which you will attend in person at our Derby Road campus Monthly tutorials are held via Microsoft Teams

Training Outcome:
Potential of full time role, upon successful completion of apprenticeship

Employer Description:
Internationally famous for Sherwood Forest, home of the Robin Hood legend, the principle of serving and protecting our communities remains just as true as it did back then. The force has a dedicated workforce of just under 3,800 officers and staff, who are supported by a growing army of hundreds of Special Constables, cadets and volunteers. Our priorities: engage our communities; create a service that works for local people; become an employer of choice.

Working Hours :
Monday - Friday, 9.00am - 5.00pm, with 30 mins for lunch.

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