IT Service Desk Apprentice

In this role you will be the first point of contact for our customers, promptly handling their queries both over the phone and via a ticketing system. This role is perfect for individuals who are looking to start a career in IT and build up their enterprise tech skills in a supportive environment.

Responsibilities:

· Answer support calls promptly and handle them in accordance with our documented processes.

· Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs.

· Build and maintain customer relationships.

· Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate.

· Actioning change requests for user accounts and systems.

· Deploy and maintain a wide range software on customer systems.

· Contribute to and help maintain our internal knowledge base.

· Educate users on how to use various software and systems.

· Maintain a strong knowledge of our companies’ services and products to help effectively and efficiently respond to customers queries.

Training:

The apprenticeship training will take place in our Sheffield office located at Broadfield Court, S8 with a mix of online and in person training. 

Training Outcome:

After successful completion of the Level 3 apprenticeship we would look to offer further training opportunties usually as a Level 4 apprentice in an area of specific IT interest to the individual and the business needs. 

Employer Description:
etiCloud - Delivering tomorrow's technology, today.. Data security is more important than ever. That's not going to change. So you need a company that understands your business needs, and that you can trust to take care of them. But you don't have to take our word for our reliability, security and professionalism (or even the many kind words from our clients), etiCloud is part of the elite top 1% of worldwide business with ISO accreditation. Our ISO 27001 accreditation relates to our defined and implemented best-practice information security processes. So you can be sure that your data, and that of your clients, is secure. We're equally proud of our ISO 9001 accreditation as an integral part of it is customer satisfaction. It demonstrates our commitment to our customer-led approach - one of the reasons we've built, and continue to build, our business on referrals.

Working Hours :
Monday to Friday on site in our Sheffield office. We operate an 8 hour day with up to 1 hour lunch break, hours of work are flexible between 8am and 6pm each day as agreed.

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