Customer Service Apprentice - IT Department (S2615)

Frontline Customer Support (Single Point of Contact). The apprentice will help provide first contact support for ICT queries, acting as part of the Council’s Single Point of Contact (SPOC) by:

Answering calls, emails, and self-service requests Logging incidents and service requests accurately in ServiceNow Gathering clear information from users and setting expectations Communicating politely, professionally, and clearly with customers Incident Logging and Initial Diagnosis (Tier 1)

Under supervision, the apprentice will:

Record, categorise, and prioritise incidents in line with ICT processes Carry out basic diagnostics using scripts, checklists, and knowledge articles Apply known fixes and standard procedures where authorised Escalate issues to senior Service Desk colleagues or resolver teams when required 

Training:
Customer Service Level 2 Apprenticeship Standard Apprenticeship learning will take place in the workplace and at Rochdale Training one day per month

Training Outcome:

Progression is offered to the correct candidate.

Employer Description:
Rochdale Council builds success and prosperity with our citizens and partners, whilst protecting our vulnerable people.

Working Hours :
37 Hours per week - Monday - Friday. Shifts to be confirmed.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Number skills,Creative