13/07/2018 Estio Training York YO1 9WB

Apprentice Service Desk Technician VAC001415459

  • Sector: customer service
  • Location: York
  • Salary: 10.000
  • Level: 3
  • Reference: VAC001415459
Apprentice Service Desk Technician

This listing has expired

You will provide first class customer support across multiple customer facing products, responding to the user base efficiently and resolving any technical queries, issues and requests. You will be the face of the company, dealing with both 2nd line customer support and internal 1st and 2nd line infrastructure support.

Apprenticeship summary
Weekly wage
£10,000.00

Working week
Shifts TBC

Total hours per week: 37.50

Apprenticeship duration
15 months

Possible start date
01 Aug 2018

Apprenticeship level
Advanced Level Apprenticeship

Reference number
VAC001415459

Positions
1 available

You will provide first class customer support across multiple customer facing products, responding to the user base efficiently and resolving any technical queries, issues and requests. Support activities will range from troubleshooting, problem resolution, user administration, hardware maintenance and documentation creation/maintenance. The candidate will be the face of the company, dealing with both 2nd line customer support and internal 1st and 2nd line infrastructure support.

Job Description:

Your duties and responsibilities in this role will consist of:

Responsibilities

Ownership of Incidents and Service Requests raised by the user community
Logging customer/employee queries in the helpdesk system received either by telephone, e-mail or the web based support portal
To provide first and second line support ensuring that all Incidents are assigned to the correct team for resolution
Provide updates to end users on progress of their request/incident
Creation and maintaining of knowledge base and process documents
To undertake user administration tasks – User creation, password resets etc.
Carry out PC and laptop builds, as well as assisting with larger projects such as machine refreshes
Requirements and prospects
Desired skills
You will provide first class customer support across multiple customer facing products, responding to the user base efficiently and resolving any technical queries, issues and requests. Support activities will range from troubleshooting, problem resolution, user administration, hardware maintenance and documentation creation/maintenance. The candidate will be the face of the company, dealing with both 2nd line customer support and internal 1st and 2nd line infrastructure support.

Job Description:

Your duties and responsibilities in this role will consist of:

Responsibilities

Ownership of Incidents and Service Requests raised by the user community
Logging customer/employee queries in the helpdesk system received either by telephone, e-mail or the web based support portal
To provide first and second line support ensuring that all Incidents are assigned to the correct team for resolution
Provide updates to end users on progress of their request/incident
Creation and maintaining of knowledge base and process documents
To undertake user administration tasks – User creation, password resets etc.
Carry out PC and laptop builds, as well as assisting with larger projects such as machine refreshes
Personal qualities
Exceptional customer service skills with good attention to detail and an excellent telephone manner
Fast learner, ability to absorb large amounts of information
Ability to work under own initiative and to question and challenge the norm in a structured way
Able to adhere to the company’s values of Team, Trust, and Transparency
Desired qualifications
5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Future prospects
The role offers long term security and the opportunity to progress into a permanent position.

About the employer
Trailight is a fast-moving Software as a Service (SaaS) business, currently building an innovative proposition to maximise the huge and exciting opportunity that changes in UK Financial Services regulation is presenting. Our products are designed to help Financial Services organisations tackle complex and challenging regulatory demands, and to ensure they can manage their business effectively through robust controls and powerful reporting insight.

As our new products are now at a point where we can go to market, we are looking to begin to expand our support team to allow us to safely expand our customer base.

Employer
Access Intelligence Media And Communications Limited

Address
Merchant House

11A Piccadilly

York

YO1 9WB
Additional location information
The apprentice will be based here at this address at Trailight
Training provider
The Estio Training 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 ten 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.

This apprenticeship will give you a Level 3 Infrastructure Technician Standard with training in areas such as:

Functional skills, Maths L2 and English L2
PC Fundamentals & Customer Service Skills
Business Processes & Network Fundamentals
Cloud Services
Coding & Logic
ERR
Networking and Architecture
Some of these modules will include an option to take an examination in order to receive a professional certificate.

Apprenticeship standard
Infrastructure technician

Training provider
Estio Training

Applications for this apprenticeship are being processed by Estio Technology Recruitment Ltd

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