IT Support Apprentice

£8424 - £11648/annum
14 Jul 2017
13 Aug 2017
Contract Type
Full Time
Are you looking to start a career in IT and wondering where to start?

Our apprenticeship programme offers you the opportunity to begin your career with hands on work in a friendly and supportive environment alongside this work you will also be studying towards an industry recognised qualification.

In the role of IT Support Apprentice you are dealing with our customers IT faults and questions, helping them get operational and back to business. We are looking for people with an interest in IT and a passion for providing great customer service.

* Provide a first, and single, point of contact into Capita Services Desks for all supported businesses
* Respond to phone calls, emails and online chat
* Ensure incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software
* Ensure that all cases owned are resolved in accordance to the agreed Service Level Agreement (SLA)
* Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional at all times
* Logging of all incidents in the appropriate call logging software, ensuring all relevant information is obtained, correct categorisation, contract, SLA is chosen and advise caller of unique call reference number
* Provide problem diagnosis, using appropriate support tools and resolution for desktop problems. Assign calls to correct third party queues where appropriate
* Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests
* Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales
* Resolve and close cases to customers satisfaction or escalate to the appropriate ITS Management where further direction is required
* Demonstrate a positive attitude towards change by words and behaviours. Challenge the way things have always been done and suggest improvements
* Good attendance and time-keeping

Desired skills

* Good written and verbal communication skills
* Problem solving and analytical skills
* Strive for excellence premium customer service provider
* Smart and presentable
* Willingness to learn
* Ability to work under pressure
* Experience of working to SLAs
* Willingness to be flexible with working hours when necessary
* Mature outlook
* Background in customer service
* Good knowledge of support tools used by IT Service Desk and Desktop Support teams is an advantage

Personal qualities

* Willingness to learn/ develop
* Passion/ enthusiasm for Capita
* Team player
* Approachable
* Flexible
* Open to working with all levels of the business

Qualifications required

Maths and English GCSE grades C and above or equivalent is desirable but not essential.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check