Customer Service Help Desk Apprentice

TRAINING AT WORK GROUP LTD

WETHERBY, LS22 6JG

Closes in 21 days (Friday 25 October at 11:59pm)

Posted on 3 October 2024

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Contents

Summary

Velocity Academy have an exciting new opportunity for a Customer Service Help Desk Apprentice with Training at Work Group a Health and Safety Training provider based in Wetherby. This is a fantastic opportunity for someone to get themselves into IT and kickstart a career.

Annual wage
£18,000 a year

Minimum wage rates (opens in new tab)

Upto £21k DOE

Training course
Information communications technician (level 3)
Hours
Monday to Friday 8:30am to 5pm.

37 hours a week

Possible start date

Monday 28 October

Duration

1 Year 3 Months

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

The Technical Support Apprentice role will involve answering support tickets, live chats and support calls as part of the main tasks throughout the day. You must be organised, efficient and customer focused. You will also be one of the first points of contact in resolving internal IT issues for staff members. 

Your duties and responsibilities in this role will consist of: 

  • Communicating with customers who contact our eLearning support team
  • Communication with our in-house E- Learning Account Managers
  • Resetting passwords, troubleshooting, adding/removing learners for customers
  • Viewing and creating customers' orders/making changes to customers details using Wordpress
  • Resolving internal IT queries
  • Other ad-hoc tasks as required by the business

Where you’ll work

1 HORSEFAIR

WETHERBY

LS22 6JG

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

VELOCITY 1ST LIMITED

Your training course

Information communications technician (level 3)

Equal to A level

Course contents
  • Interpret and prioritise internal or external customer's requirements in line with organisation's policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
  • Provide remote/F2F support to resolve customer requirements
  • Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
  • Identify and scope the best solution informed by the system data associated with the task
  • Test and evaluate the system's performance and compliance with customer requirements.
  • Escalate non routine problems in line with procedures
  • Use basic scripting to execute the relevant tasks for example PowerShell, Linux
  • Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
  • Apply the necessary security, in line with access and/or encryption requirements
  • Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
  • Test and evaluate network environments
  • Monitor performance and usage of a network
  • Deploy applications on a network
  • Set up storage and data access for staff
  • Apply necessary security measures, in line with access requirements to a network
  • Carry out routine maintenance across network systems, ensuring organisational compliance
  • Monitor network-related workloads including DNS and firewalls
  • Install or undertake basic upgrades, either physically or remotely
  • Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
  • Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
  • Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
  • Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
  • Interpret and prioritise internal or external customer's requirements in line with organisation's policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
  • Provide remote/F2F support to resolve customer requirements
  • Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

    • Your training plan

    Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.

    Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.

    Successful completion of this apprenticeship gives you an accredited Level 3 IT Support Technician qualification, with training in how to:

    • Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras.
    • Address IT issues by prioritising in response to customer service level agreements.
    • Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets.
    • Support the roll out of upgrades or new systems or applications.
    • For a full list of programme modules visit: https://velocity-pt.co.uk/

    Requirements

    Essential qualifications

    GCSE in:

    • Maths and English (grade Grade 4 minimum)

    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

    • Communication skills
    • IT skills
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Presentation skills
    • Administrative skills
    • Number skills
    • Analytical skills
    • Logical
    • Team working
    • Creative
    • Initiative
    • Non judgemental
    • Patience

    About this company

    Training at Work Group Limited is one of the UK’s leading providers of First Aid, Health and Safety, Food Hygiene and Fire Marshal trainers. We help businesses protect their employees by having qualified first aiders and industry specific health and safety personnel fully trained within their organisation.

    After this apprenticeship

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

    Ask a question

    The contact for this apprenticeship is:

    VELOCITY 1ST LIMITED

    Anya Whitaker-Keating

    anya@velocity-academy.co.uk

    07456413625

    The reference code for this apprenticeship is VAC1000280316.

    Apply now

    Closes in 21 days (Friday 25 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.