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IT Support Apprentice

Location Guildford GU4 Salary £16,000- £18,000

The Opportunity
Our client is recruiting for an IT Support Apprentice to join their team in Guildford GU4.

The Level 3 Information Communication Technician apprenticeship programme that we are offering, will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.

The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way!

The Company
This company are award-winning specialists in business communications, systems integration, digital transformation and managed services, maximising the ICT investment of private and public organisations across the UK.

The Position
Job Title: IT Support Apprentice
Apprenticeship Course: Level 3 Information Communication Technician
Apprenticeship Duration: 18 Months
Location: Guildford GU4
Working Hours: Monday to Friday 9 to 5.30
Salary: £16,000 to £18,000 depending on experience


Role and Responsibilities
You will be reporting to the Head of Operations, you will be responsible for investigating, diagnosing and correctly assigning incidents reported by customers or support organisations. You will also own self assigned tickets and progress them by working with colleagues in various technical departments. This position requires an ability to maintain strong relationships with customers and 3rd party suppliers, while providing excellent service in a timely and professional manner. You will have a background and relevant experience in a related industry and a strong focus on customer needs and satisfaction. This is a full time, hybrid-based position in which you will have the option to work remotely, but you will need to live relatively local as you will also be required to attend the office.

Core Responsibilities:
To always maintain a high level of customer service and business integrity.
To always be presentable both in appearance and manner.
To be an ambassador for this company at all times.
To observe and abide by this companies Information Security Policies.
To promote the business and look for additional sales opportunities.
Complete inter-departmental assistance; remembering that we all work together for this company.
Complete awareness of all processes and procedures relevant to your role.
Constant and ongoing awareness of industry products, technology and direction.
Excellent timekeeping, time management and attendance.
Excellent written and verbal communications.
Complete awareness of all products offered.
Continual progression of your skill level within your chosen products, you should adopt a self progression mentality.
Online self study within both business and personal time.
Provide technical support and troubleshooting assistance to the main front line customer interface by taking calls from customers, investigating and diagnosing incidents, correctly assigning, logging and updating tickets within company’s CRM system.
Provide customers with technical advice and solutions accordingly to owned knowledge and experience.
Ensure all calls are answered in a clear, calm and pleasant manner, and all information is recorded and copied accurately and clearly into company’s CRM system.
Contact customers within agreed timeframes to update on the progress of logged ticket or to ask for additional information.
Contact third party suppliers to log support calls, get updates on open support calls or ask for advice.
Take ownership of the customer communication and maintain in-depth knowledge and records in relation to self-assigned tickets, providing prompt and accurate information, advice and guidance.
Intelligently schedule engineering time and resource and track progress.
Meticulously maintain clear and concise ticket documentation, promptly up-dating CRM system whenever new information becomes available.
Accurately judge when to escalate a call to senior members of the support team.
Be responsible for the support mailbox, ensuring all support e-mails received are logged and assigned accordingly.
Assist with the administration of an online fault tracking portal, CZone.
Input data into the fault tracking system following strictly prescribed methods and procedures for collating and recording data.
Communicate accurately and effectively with team members to ensure faults are resolved efficiently and with best practise used at all times.

Desired Qualities, Skills and Knowledge:
Previous experience in customer service
Some knowledge in IT

Eligibility Criteria
Individuals must have a valid and eligible residency status to apply for this role.

About ITP
We help employers develop their best talent and inspire the next generation through apprenticeships, mentoring and training, we’re plugging the UK’s digital skills gap to provide a workforce for the future.

If this sounds like the role for you, get in touch! Once we receive your application, one of our team will be in touch to help you with the next stage.

The ITP are working on behalf of a third party to advertise their vacancy. By submitting your CV, you agree to be contacted by The ITP and your information to be passed on to a third party.


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