IT SUPPORT TECHNICIAN APPRENTICE
TRANSPUTEC LIMITED
WEMBLEY, HA0 1SS
Closes in 11 days (Thursday 10 October at 11:59pm)
Posted on 13 September 2024
Contents
Summary
Transputec Limited have a fantastic opportunity for an IT Support Technician Apprentice to join their company. To provide initial point of contact and support to customers, assisting them with IT hardware and software problems via phone, email or remote assistance.
- Annual wage
- £18,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday 9am to 5pm
37 hours a week
- Possible start date
-
Monday 14 October
- Duration
-
1 Year 6 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
Key Accountabilities:
- To provide technical support; answering support queries via phone, email & self service
- Supporting users via remote assistance, providing a high level of resolution at first contact
- To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
- To take ownership of user Incidents and be proactive when dealing with user issues
- To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
- To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
- Respond to requests from users and help them resolve hardware or software requirements
- Support users in the use of IT equipment by providing necessary guidance and advice
- To escalate more complex calls having captured all relevant information in the ticket
- To work with 3rd party technical support where incidents or requests require
- To highlight trends and major incidents to 1st line team leader immediately
Measures:
- Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
- Maintain an acceptable level of service to the customers and business
- Meeting SLA’s as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc.)
- Consistent and reliable service delivered against all types of incidents & service requests
- To correctly categorise incidents and set applicable priorities by impact vs severity
- Consistent approach to all service desk calls
- Ability to escalate complex service issues
- To maintain and deliver IT knowledge and process documentation where required
Personal specification:
Skills:
- Excellent telephone & customer service manner
- Good understanding of IT hardware set-up and configuration
- Focused on quality
- Good customer service skills
- Self-motivated
- Excellent interpersonal skills
- Good organisational skills to ensure that company processes and procedures are put in place
Where you’ll work
TRANSPUTEC HOUSE
19 HEATHER PARK DRIVE
WEMBLEY
HA0 1SS
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
JUST IT TRAINING LIMITED
Your training course
Information communications technician (level 3)
Equal to A level
Course contents
Your training plan
- ICT (Information Communications Technician) Level 3 Apprenticeship Standard
- You will also receive full training and support from the Just IT Apprenticeship team to increase your skills
- Your training will include gaining a Level 3 IT qualifications
Requirements
Essential qualifications
GCSE in:
- English (grade 4/C and above)
- Math (grade 4/C and above)
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
About this company
We help businesses become more successful by ensuring their technology works.
After this apprenticeship
Potential permanent role after apprenticeship completion for the right candidate.
Ask a question
The contact for this apprenticeship is:
JUST IT TRAINING LIMITED
The reference code for this apprenticeship is VAC1000276694.
Apply now
Closes in 11 days (Thursday 10 October at 11:59pm)
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