1st Line Support Apprenticeship VAC001176335
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The role is entirely customer focussed, with the Helpdesk team responsible for maintaining contact with the customer for all support issues. The role will be primarily office based, with occasional visits to customer sites as required.
Shifts to be confirmed
Total hours per week: 37.50
Possible start date
25 Jul 2018
Advanced Level Apprenticeship
The duties and responsibilities will include:
To answer incoming calls to the Helpdesk
To update the Helpdesk system (create tickets, update tickets etc.)
To ensure all incoming Helpdesk emails are responded to with agreed SLAs (e.g. 1-hour response, 2-hour response
To check client backups on a daily basis
To backup customer PCs/laptops that are returned for repair/rebuild
To repair/rebuild customer PCs/laptops
To setup new PCs/laptops – e.g. install Windows, MS Office, antivirus etc.
To assist customers with Helpdesk issues, as directed by the Helpdesk manager
Requirements and prospects
The following key skills are required to perform the job role effectively:
Clear/confident telephone manner
Ability to follow instructions and work on tasks independently
Experience of installing & working with Microsoft software (e.g. Windows, Office)
Understanding of the importance of good customer service
Understanding the importance of working to SLA targets
Excellent time keeping, and a good work ethic are essential
Must be organised
Able to present a professional image of themselves to customers face-to-face and over the phone
Any candidate must have an up-beat attitude to work
Despite the work being quite task focused with the candidate often working on their own, any candidates should be able to work well in a team environment and have the confidence to openly discuss technical issues and problems with other members of staff
5 GCSE’s at grades A*- C or equivalent (including English Language and Mathematics).
The role offers long term security and the opportunity to progress into a permanent position.
Things to consider
From 1st October 2016 The National Minimum Wage (NMW) rate for apprentices is £3.40 per hour. From April 2017 this rises to £3.50 per hour. This applies to 16-18 year old apprentices and those aged 19 and over in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The Minimum Wage for Apprentices applies to time spent on the job plus time spent training.
About the employer
At Crest IT solutions we’re committed to excellent, high quality, tailored service for every client. All our technical staff are Microsoft Certified and train regularly to keep their skills and knowledge updated.
CREST IT SOLUTIONS LIMITED
5 Roydsdale Way
Euroway Industrial Estate
The Estio Training IT Apprenticeship programme gives young people the opportunity to get hands on experience in the IT industry whilst still employed in a real paid job with no cost or debt.
Learners will receive twelve weeks of intensive training. Whilst in the workplace, apprentices will also receive continual assessment, and help and guidance from a dedicated trainer who will be there to ensure that they get the most from their work experience.
Training will lead to industry-recognised qualifications including:
Advanced apprenticeship for IT, Software, Web and Telecoms Professionals
Level 3 Diploma in Professional Competence for IT and Telecoms Professionals
BTEC Level 3 Extended Diploma in ICT Systems and Principles
Functional skills, Maths L2, English L2 and ICT L2
PLTS and ERR
Estio training also offer the following optional units:
MCTS on Windows 7
MCTS on MCSA, MS Solutions Associate
MCITP on Windows Server 2008
MCSA Windows Server 2012
Applications for this apprenticeship are being processed by Estio Technology Recruitment Ltd
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