IT – 1st Line Support Analyst Apprentice

Introduction

This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and possess a broad technical knowledge across a range of technologies. You will remain the single point of contact with the customers. Ensuring any fault is assigned correctly.

About the Employer

Our goal is to meet and exceed our customers’ needs and expectations, which is what sets us apart. Our vision is to be our clients’ technology partner of choice, using innovative thinking to provide solutions. We invest in our teams to ensure we have the skills and expertise to deliver the highest level of service across every technical solution within our portfolio. ITRM are a Microsoft Gold Partner and hold a further range of industry qualifications which enable us to technically lead our clients and solve their business challenges. This is why we’ve had 20 successful years in business, achieving high retention rates and winning significant new business from client recommendations.

What You'll Do

Reporting to the Service Delivery Manager, your main duties will be to ensure the progression and swift resolution of tickets logged with the Service Desk and delivering superior services in line with Service Level Agreements, managing client expectations throughout.

As an analyst on the Service Desk, you will act as the first point of contact for customers who report incidents and log service requests.

The primary objective of the role is to provide first time resolution, achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our specialist teams to investigate and resolve.

Throughout the process, you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and ITRM, and will be providing timely updates, ensuring the fault is assigned the correct level of priority and attention.

This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and possess a broad technical knowledge across a range of technologies.

General summary:

• Administering and supporting the customer’s infrastructure
• Delivering first line support
• Acting as the first point of contact for customers
• Demonstrating the ability to troubleshoot and resolve support issues within agreed SLA
• Providing regular, clear communication to customers
• Diagnosing and resolving incidents to the customer’s satisfaction
• A strong desire and focus on continued improvements and personal development
• A desire to be part of an overall team and achieve team goals
• To continually strive to improve overall firm effectiveness
• Proven ability to work under pressure and with other people
• Work with a sense of urgency
• Attention to detail
• A clear and friendly telephone manner
• Ability to multi-task
• Must be able to demonstrate a ‘customer first’ approach to support
• Flexible and willing to work outside core business hours as required
• Strong communicator

Training Outcome

Tech and digital professionals in London earn an average salary of £52,500 per year, so this Apprenticeship could be the start of a very promising and profitable career.

Skills Required

• Communication skills
• IT skills
• Customer care skills
• Problem solving skills
• Team working
• Initiative
• Microsoft Windows 7-10 & MacOS
• Knowledge on Microsoft Office
• Hardware troubleshooting
• Understand workstation builds
• Desire to keep improving
• Work with a sense of urgency
• Ability to multi-task
• A clear telephone manner
• Strong communicator
• To strive for improvement
• Desire to be part of a team

Qualifications

• Essential - GCSE - English - 4/C +
• Essential - GCSE - Maths - 4/C +

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Working hours on a shift basis as follows: 7.00am - 3.45pm 8.45am - 5.30pm 9.15am - 6.00pm

Expected Duration: 1 Year 6 Months

Training Provider: JUST IT TRAINING LIMITED