Helpdesk Technician Apprentice

The Development Manager
20 Mar 2019
28 Mar 2019
Contract Type
Full Time
To work as part of a team delivering a first class, professional customer service in an office based support position. To use sound judgment and take decisions within established procedures for each service request including logging, processing and follow-up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.

Job responsibilities

* Logging and progressing calls

* Follow up “customer care” calls

* Promote the latest products and services to the customer base

* Logging calls from emails onto the support desk system

* Maintaining remote access/support documents and customer records on CRMSet, maintain and exceed customer service standards

* To encourage feedback on services provided and recognize the changing needs of the service, and make recommendations to your line manager for service improvements.

Desired skills

* An ability to build a rapport with customers

* Logical and analytical, with a methodical approach to problem-solving

* Solution-focused, with ability to prioritize

* Persistent and resilient under pressure, with a good sense of humor

* Accurate, with high attention to detail

Personal qualities

* Good team player, yet willing to take personal responsibility for issues

* Self-motivated, resourceful and keen to learn and share knowledge

* Enthusiastic, motivated, empathetic and professional

* Flexible and hardworking approach

* Excellent administrative and organizational skills

* Able to manage multiple tasks

* Able to follow process and procedures

* Able to be patient, tolerant and problem-solve accordingly.

Working week

* Monday to Friday, 9am to 5pm

* Total hours per week: 37.50

* Annual wage: £12,000.00

Training to be provided

Level 3 Infrastructure Technician Apprentice qualification together with onsite training by the employer.

For those starting at Advanced (Level 3), the expected duration would be 16 months. There is an opportunity to progress on to the Higher Apprenticeship (Level 4) and ultimately on to a Degree Apprenticeship.

Knowledge Modules include:

* KM1 Networking and Architecture

* KM2 Mobile and Operating Systems

* KM3 Cloud Services

* KM4 Coding and Logic

* KM5 Business Process

* MTA Networking

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