it support analyst Gloucester, England
Job description
The Opportunity
Our client is recruiting for an IT Support Apprentice to join their team in Stonehouse, Gloucestershire.
The Level 3 Information Communication Technician – Support 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 is a dynamic and progressive ICT and Telecommunications company, working with cutting edge technology, is seeking a First Line Service Desk Technician to join their expanding and busy team.
The Position
Job Title:
IT Support Apprentice
Apprenticeship Course:
Level 3 Information Communication Technician – Support
Apprenticeship Duration:
18 Months
Location:
Stonehouse GL10
Working Hours:
Monday to Friday – 8.30 to 17.00
Salary:
£14,500 pa
Role and Responsibilities
- This post is based at our Stonehouse office and is an important part of our Service Desk Team which provides first line services to customers
- You will be required to carry out a variety of technical fault finding, order management and co-ordination to meet, or exceed, customer requirements:
- Being a 1st port of call for clients reporting faults and queries in relation to orders
- Handling incoming customer calls, recording their details and managing their requests
- Performing remote troubleshooting through diagnostic techniques and relevant questions
- Providing a 1st Line Fix where possible
- Working closely with 2nd Line Support team where necessary
- Providing regular updates to customers on the status of reported faults and escalating to the Operations Manager where appropriate.
- To log all faults, programming requests and queries on the Company CRM ensuring that full details are included.
- To co-ordinate/project manage jobs passed to the Service Desk from the Sales Team ensuring that good communication is maintained with Customers, Suppliers, Account Managers and Engineers.
- Keeping the Company CRM regularly updated with notes on the progress of all faults/orders
- 3rd Party Supplier Management
Desired Qualities, Skills and Knowledge:
- Good basic understanding of computer systems, mobile devices and other technology products
- Ability to investigate and use logical thinking to diagnose customer faults/issues
- Strong time management, multi-tasking and organisational skills
- Process driven worker
- Team Player
- Problem solver able to resolve issues in a timely and accurate manner.
- Good active listening skills
- Clear and polite telephone speaking manner
- Customer-oriented and cool-tempered
- Excellent Letter writing skills (email)
- Any communications or IT desktop and server knowledge and experience.
- Technical qualification in computer science or similar.
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.
Job Types: Full-time, Apprenticeship
Salary: £14,500.00 per year
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Gloucester: reliably commute or plan to relocate before starting work (required)
Work Location: In person
