IT Support Apprenticeship

GRADWELL COMMUNICATIONS LTD

Leeds, LS12 6AB

Closes in 17 days (Thursday 3 October at 11:59pm)

Posted on 2 September 2024

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Summary

The post holder should have an interest in the telecoms industry and the technology industry more widely and an enthusiasm and willingness to learn new skills.

Annual wage
£12,480 a year

Minimum wage rates (opens in new tab)

Training course
IT solutions technician (level 3)
Hours
Monday - Friday 9.00am - 5.00pm

37 hours a week

Possible start date

Wednesday 9 October

Duration

1 Year

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

  • Ensure the delivery of high-quality technical support
  • Ensure customer service response is timely and accurate
  • Ensure that your responsibilities are met so the overall tech support team is meeting and exceeding expectations regarding performance.
  • Meeting defined metrics / benchmarks
  • Making sure that standards and processes are followed
  • Triage, investigate and resolve technical support requests
  • Coordinate support issues between customers and 3rd party vendors
  • Communicate appropriately internally and to customers
  • Establish best practices throughout the entire technical support process
  • Drive ticket resolution within predefined service level agreements
  • Monitor and manage phone queues
  • Contribute to Knowledge Base repository and ensure top quality solutions are available to the team and customers
  • Manage and maintain partner relationships as required
  • Follow up with customers as part of the service lifecycle
  • Provide customer feedback to the appropriate internal teams (eg Key Account Managers)
  • Advise management on situations that may require additional client support or escalation

Where you’ll work

Suite 7, Element, Ring Road

Leeds

LS12 6AB

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

REMIT GROUP LIMITED

Your training course

IT solutions technician (level 3)

Equal to A level

Course contents

Your training plan

Training is remote up to 3 times per month.

Requirements

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

  • IT skills
  • Customer care skills

About this company

Our Technical Support team are responsible for providing direct technical support with a customer centric focus. This position will see you take a place within our platform technical support team, to provide excellent support in resolving all technical issues. The post holder should a problem-solving attitude with ability the to see things from the customers perspective and be their champion in getting their issues resolved.

After this apprenticeship

Full time opportunity may be available.

Ask a question

The contact for this apprenticeship is:

REMIT GROUP LIMITED

Lois

lois.sharland@remit.co.uk

The reference code for this apprenticeship is VAC1000274245.

Apply now

Closes in 17 days (Thursday 3 October at 11:59pm)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.