IT Support Apprenticeship
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Location: Leicester, LE5 1TL
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Type: Apprenticeship
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Salary: £13,312.00 per year
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Sector: Information and Communication Technology (ICT)
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Ref: VAC-01324
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Application Deadline Date: 13/05/2024
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Start Date: 19/05/2024
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Positions Available: 1
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Working Week: 9am - 5.30pm
Brief Description
The 1st Line IT Support Technician handles the first-level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly, and the client is informed of what to expect every step of the way, also escalating issues to other members of the Service Delivery Team.
Qualifications Required
The ideal candidate will have GSCE Maths and English at Grade C or above (or equivalent). They will also be able to use their initiative, have good organisational skills, communication skills, be able to multi-task, be polite, and have the ability to keep calm under pressure.
Personal Qualities
Great Communications skills, founded in being a good listener
A deep desire to deliver an amazing Client Experience
The ability to keep up with & adapt to the fast-paced IT world
Skills Required
Customer service, communication, listening, teamwork, familiar and happy with instruction taking
Training to be Provided
Successful completion of this apprenticeship gives you an accredited Level 3 Information Communication Technician qualification:
The qualification has core knowledge elements, before branching out into one of the following pathways:
• IT Support Technician
• Network Technician
• Digital Communications Technician
Your Tutor, Pathway Planner and Employer will decide the best pathway for you to follow.
All training is delivered online in virtual classrooms twice per week
You will undertake Functional Skills for English and/or Maths if needed
Future Prospects
For someone looking to start their career in IT, the Line 1 Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager.
Benefits:
• Discount Scheme operated by BrightExchange.
• Employee Assistance Programme providing Advice and Counselling Services.
• Free Snacks and Drinks
Vacancy Detail
As an apprentice you will be provided with the necessary on the job training needed to carry out your duties.
RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
• Providing a first point of contact for customers through our helpdesk, be that via phone, email or chat.
• Delight our Clients with a Friendly, Quick and Helpful Experience.
• Provide the Client with basic remote troubleshooting.
USE OF IN HOUSE TICKETING SYSTEM
• Use an in-house Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
• Managing and recording all work through our Ticketing System.
• Make sure that Client Documentation is well maintained.
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process.
USE OF OUR MONITORING & MANAGEMENT TOOL
• Review Remote Monitoring and Management (RMM) dashboard and apply remediation actions as indicated by our Processes.
• Review regularly scheduled/automated actions as indicated by our Processes.
PROJECT WORK
• From time to time the projects team will need additional resource to help deliver projects. either on site or remotely. When opportunities arise the Level 1 Technician may be required to help with project delivery.
COMMUNICATION, REPORTING & RISK
• Escalate tickets that require Senior Helpdesk Engineer support.
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
• Submit Timesheets & Expense reports as indicated on their Standard Operating Procedures (SOPs).
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients.
TEAM WORK
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues.
• Identify opportunities for improvement and make constructive suggestions for change.
• Contribute to the process of innovative change effectively.
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO.