IT Technician Apprentice

We work to strict SLAs with our customers, and you’ll be responsible, after training, for the quality of information logged into our ticketing system.

You will be expected to accurately log support tickets in a timely manner. We expect you to be self-motivated, efficient and well-organised with a keen eye for detail.

Specific duties will include (but aren’t limited to):

Good use of Microsoft Office, in particular, Outlook, Word, Excel and Windows Skills in Office 365 Hardware building The timely and accurate logging of customer issues into the Call Management System First Line support from both phone calls and incoming emails Take responsible for the quality of the information recorded Be able to produce clear descriptions relating to user problems that ensure timely and efficient solutions Resolving the initial query to the best of your ability if you don’t need to escalate Recognising when a call is urgent and escalating accordingly Carrying out configuration and testing of new kit prior to install at customer site The ability to work as part of a team, whilst remaining self-motivated in managing your own workload The ability to demonstrate an excellent customer service focus when dealing with clients

We’re looking for you to develop the role so that, in time, you become the first point of contact for all incoming issues to the Help Desk

Training:
Information Communications Technician Level 3 Apprenticeship Standard An apprenticeship includes regular training with a college or other training organisation At least 20% of your working hours will be spent training or studying

Training Outcome:
We’re looking for you to develop the role so that, in time, you become the first point of contact for all incoming issues to the Help Desk Ultimately, we’ll work to promote you through the ranks of 1st, 2nd and third line support, and provide you with further training and support

Employer Description:

Wise Origin is a national training provider which was established in 2006. We deliver further education and provide employment opportunities through our Apprenticeship Programmes and other funded provisions. We specialise in IT, Digital & Data Apprenticeships and our aim is to help businesses and individuals make wise decisions for better futures.

Working Hours :
Monday - Friday, 9.00am - 5.00pm

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