Opportunity
Employer description:
Duties and Responsibilities include:
- Using vendor and proprietary software used in the business
- Managing customers in UK
- CRM management
- Delivering outstanding service and technical support, both remotely and
onsite
- Diagnosing issues and performing first time fixes where possible
- Advising customers appropriately and communicating regularly
- Working with 2nd and 3rd line support teams to deliver support to customers
- Being first point of contact for all enquiries, both via phone and the internal
helpdesk system.
- Logging all telephone support calls within the helpdesk system, ensuring that
all relevant information is captured and correctly prioritised.
- Monitoring the helpdesk system for incoming requests and action for support
or additional information.
- Opportunities to meet with partners moving forward
- Additional general IT and admin duties involved
Requirements:
Essential qualifications
GCSE in:
English (grade 4/C)
Maths (grade 4/C)
Let the company know about other relevant qualifications and industry experience
you have. They can adjust the apprenticeship to reflect what you already know.
Skills:
Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience
ICT Course Information:
If you meet most of these responsibilities as part of your existing role, or if you could
be supported to meet these responsibilities during your apprenticeship, you could be
suitable for this programme.
Provide technical support to customers both internal and external through a range of
communication channels
Required to establish and diagnose ICT problems/faults using the required
troubleshooting methodology and tools
Apply appropriate testing methodologies to hardware, software or cabling assets
Required to document or escalate ICT tasks as appropriate to ensure a clear audit
trial and progression of issues
Apply the appropriate security policies to ICT tasks in line with organisational
requirements
The modules:
Business & Communication
Computer Architecture and Security
Introduction to Networking and Cloud Services
Specialist Pathways:
Providing Quality Support (ST)
Advanced Networking (NT)
Communication Technologies (DCT)
Added value
The apprenticeship can be enriched by choosing from a range of industry
certifications:
CompTIA:
CompTIA A+ Core Series
CompTIA IT Fundamentals+
CompTIA Cloud+
Microsoft:
Microsoft 365 Fundamentals
Microsoft Azure Administrator