Apprentice IT Service Support Officer

QA Ltd (Apprenticeships)
£7800 per year
14 Apr 2017
14 May 2017
Contract Type
Full Time
The company helps create successful communities by making more homes and business premises available to the residents and businesses who need them. We also regulate social housing providers in England. Around 900 people work at our offices across England.

Responsibilities of the IT Apprentice

- Demonstrate commitment to provide high levels of customer service as well as answering calls in a timely manner.
- Ask appropriate questions to log and categorise incidents.
- Record all actions through to resolution, ensuring Service Management tool is up to date and targets are met in line with Incident Handling Procedure.
- Ensure timely resolution of incidents at 1st line.
- Use remote control to assist with resolving user issues.
- Build and install end-user IT equipment including desktops, laptops and Blackberries.
- Build strong relationships with users.
- Monitor user satisfaction, highlighting and addressing issues as they arise.
- Effective collaboration with colleagues to resolve issues.
- Ensure that IT equipment is tracked and records are up to date.

Requirements of the IT Apprentice

- Excellent communication skills with a professional attitude.
- Experience of using Microsoft Windows & Office.
- Experience within a customer service environment is highly desirable
- Non-vocational experience such as voluntary work or work experience will be an advantage.
- Aptitude and interest in IT and willingness to learn new IT skills.
- Attention to detail.
- Ideally 5 GCSE Grades (C and above) or equivalent, including Maths and English.

Benefits: (additional information)

- 33 days annual leave per year, 3 to be taken over Christmas period
- Company pension scheme
- Travel expenses are paid between home and work/training centre in Newcastle city centre.
- Additional apprentices already within the company who will look to mentor our new starter.
- A formal shift pattern is in place between 8.00am - 6.00pm Monday to Friday (choice of two shifts within these hours). 35 hours per week.