About the employer:
Sentis Managed Solutions place a high value on having people in our team who are as passionate about our customers and the service we provide to them as we are. Every member of the team has an important role to play in our continued success and growth.
After a successful round of recruitment last year, QA are working with Warrington based IT business SMS to attract and train another member of their IT team.
Overview:
We are now looking for an eager candidate to follow ITIL protocols as they complete a Level 3 IT Apprentice.
The IT Helpdesk Apprentice will learn skills to help them provide consistently great customer service as well as related IT skills.
Salary: £15,000 per annum.
Main Responsibilities & Accountabilities: (These are examples of the types of activities, there may be others relevant to the role):
During the first 12 months of the apprenticeship program, our apprentice can expect to learn about and/or undertake duties related to the below:
- Ticket queue management, triaging/prioritising (customer support enquiries)
- Building understanding of type of customer issues and the support required.
Towards the last part of your apprenticeship contract, assuming that progress has been as expected, our apprentice should be moving towards being able to undertake the Service Desk Analyst (1st Line role).
To do this there is an expectation they will be demonstrating passion for excellent customer service and for developing their technical and behavioral skills appropriate to the role.
Responsibilities of a 1st line role may include, but are not limited to:
- Resolving customer issues within service level guidelines (SLA)
- Gathering relevant information from initial call/contact to ensure most efficient troubleshooting
- Managing internal escalations in a timely manner
- Willingness to be involved with projects at customer sites when appropriate (for development)
- Having an understanding of how customer back-ups work and of back up strategies
What we are looking for / Skills & behaviors important to us:
- Strong communication skills (Verbal and written)
- Professional, polite and cheerful approach both internally and externally
- Customer Service / Team working
- Work effectively with others to ensure excellent customer service
- Demonstrate understanding of an taking responsibility for giving an excellent customer service.
- Attention to Detail/Accuracy
- Concentrate and work hard to ensure work undertaken is accurate and in line with company procedures
Entry requirements:
- 3 GCSE's (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
For more information, please visit the UK ENIC website.
Working requirements:
- A flexible working attitude is required.
- The role is based on 37.5 hours per week.
- This is shift-based to provide support between 8am and 5:30pm. This is subject to change due to changing business needs.
Benefits include:
- 33 days holiday entitlement (includes public holiday and is 5 days more than statutory minimum)
- Free on-site parking
- Casual dress code
- Friendly atmosphere
- Free Tea / Coffee / fruit
Future prospects:
By the end of the apprenticeship it is hoped that the apprentice will have the skills to join us full-time and undertake a 1st line service desk role.
Important information:
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
Apply now!