IT Support Apprenticeship
GRADWELL COMMUNICATIONS LTD
Leeds, LS12 6AB
Closes in 12 days (Thursday 3 October at 11:59pm)
Posted on 2 September 2024
Contents
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
- 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 12 days (Thursday 3 October at 11:59pm)
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