Support Analyst Apprentice - Tankersley Tankersley, England
Job description
Support Analyst Apprentice (MAM)
Who are we?
Kerridge Commercial Systems delivers and supports fully integrated business management software to small, medium and large merchants, distributors, wholesalers and manufacturing businesses. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.
We employ over 1,150 people at offices in the UK, Ireland, Europe, South Africa, Australia and North America. We currently support over 30,000 customers and worldwide distributors at more than 50,000 locations. For more information on the company values and careers with KCS, take a look at our website here. This role is based in the MAM system team, reporting to the Service Desk Manager and working with a wider team of System Support Analysts, worldwide.
What will you be doing?
Working in a global team supporting MAM products as well as databases, reporting tools, MS Server and Desktop operating systems plus other third-party applications:
- Deliver a first-class service to our customers via telephone, email.
- Answer questions, identify solutions and troubleshoot issues quickly and efficiently.
- Provision of high-quality updates to customers on a regular basis.
- Correctly set the customers’ expectations and deliver on promises.
- Take personal responsibility for every case, ensuring a proactive approach to resolution is taken and ensure all parties are kept updated.
- Proactive management of assigned cases.
- Maintain excellent quality of cases with detailed notes.
- Always display a positive and can-do attitude.
- Identify solutions and preventative measures to improve the customer’s experience.
- Ensure all cases are progressed in line with MAM service level agreements/targets.
- Team Working: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities.
- Be curious to change, evolve and develop in ways that help us better serve our customers.
Where/how will you be working?
As an apprentice within the team, you will be based in the Tankersley office (south of Barnsley, South Yorkshire), allowing you opportunity to learn from your colleagues and wider team. There is a kitchen area with free tea and coffee all day. After your apprenticeship, you may be able to work 3 days per week in the office, and 2 days from home. This role requires support rota working hours, between 8am and 10pm (7.5hr shift during these times, on a rota basis)
What will you be learning?
Customer Service Apprenticeship (Level 3) (Level 2 may be considered). To allow you to develop and learn in the role, you will spend allocated time each week on the apprenticeship learning content through a leading apprenticeship provider. This could be delivered in a variety of ways, including face to face or online. You will have regular reviews with your line manager and apprenticeship tutor/coach, to ensure you are demonstrating the required knowledge, skills and behaviours for the role. For more information on the apprenticeship, please see the Institute of Apprenticeships page here. Alongside this, you will follow a structured development programme, focusing on the core skills of the role, such as communication, collaboration, team work, personal development, customer service, problem solving and driving change. You will also gain the technical knowhow of the software and systems our customers use, through courses and 1:1 support. Our apprentices go on to more senior roles in the team or wider business, enabling growth and progression both personally and professionally.
Who we are looking for:
- Actively looking to move into an IT support role
- Logical thinking
- Great problem solving skills
- Great people / team work skills
- Excellent communication skills, both written and verbal
- Always display a “customer first" attitude
- Some IT skills with demonstrable experience
- Ability to work under pressure in a fast-paced environment
- Consistently produce high quality and detailed work
- Commitment to the apprenticeship opportunity with aim to progress into a more senior role after completion
What we offer:
- Competitive salary, over apprenticeship minimum wage, reviewed during and after completion of apprenticeship
- 25 days annual leave and holiday buy back scheme
- Vitality healthcare & Employee Assistant Programme
- Talent Development programme
- Supported time for apprenticeship
- Career progression on completion of apprenticeship
- Paid volunteer time
How do you apply?
Apply for this apprenticeship and career opportunity on our careers page. The recruitment process involves an initial telephone conversation with the hiring manager, followed by a structured online or face to face interview to understand your experiences and strengths aligned to this role.
