IT Support Desk Apprentice

Working within our technical services team, this is a busy, important role, which will involve providing effective IT support to multiple customers who are based across several sites in the UK. The role will be varied as the business continues to grow, however initially it will involve managing supported customer service cases with plenty of potential for long-term progression into a specialist field such as networking, storage or server consultancy.

Duties to include:

• Provide 1st line technical support and excellent customer service
• Administer remote management and monitoring systems
• Managing tickets in line with SLA’s (Escalation, logging and closure) ensuring all communication is logged into the CRM system against the ticket
• Presenting a complete audit trail whilst communicating updates to the customer
• Opportunities for innovation through developing in-house procedures with new tools and processes
• Help produce and maintain technical documentation via the Knowledgebase
• Liaise with engineers, contractors and customers regularly
• New equipment preparation
• Ensure compliance with Service Desk procedures
• Escalating calls to the designated ‘Escalation Points’ when appropriate, providing a full and concise record of the call and reason for escalation

Full information & application details:
https://eu7.advorto.com/QAApprenticeships/VacancyInformation.aspx?VId=67655