Introduction

This is an excellent opportunity for someone looking to begin or develop a career in IT support while completing a Level 3 Information Communications Technician Apprenticeship through the Support Technician Pathway.

About the Employer

Freestyle TS was established in 2018 and has built a strong customer base of 50+ businesses, which is growing month on month. Whilst we’re a young company, we are part of the Freestyle Group, who have been delivering IT Services since 2002, so our roots in the IT industry are deep.

Freestyle TS delivers on the demand that comes with the ever changing IT landscape. Over the past few years, technology has undergone unprecedented change and businesses have seen a need to develop their IT strategies to help them step into the new “modern” IT era.

What You'll Do

Answer incoming support telephone calls in a professional, friendly, and confident manner
Act as a first point of contact for customers and end users experiencing IT issues
Communicate with users through telephone calls, email, and the helpdesk ticketing system
Listen carefully to users, ask appropriate questions, and gather the information needed to understand and diagnose their issue
Provide clear instructions and guide users through troubleshooting steps
Maintain a calm, helpful, and professional approach when supporting users with different levels of technical knowledge
Manage customer expectations by providing regular and accurate updates
Follow up with users to confirm that issues have been resolved successfully
Deliver a consistently high standard of customer service during every interaction
Log all support requests accurately within the helpdesk ticketing system
Record relevant information, including the issue, affected user, device, troubleshooting completed and resolution provided
Categorise and prioritise tickets in line with agreed processes and service levels
Monitor assigned tickets and ensure they are progressed within appropriate timescales
Resolve common Level 1 support issues using documented procedures and troubleshooting techniques
Escalate more complex or high-impact issues to senior support engineers or the appropriate technical team
Maintain ownership of tickets where appropriate and keep users informed throughout the support process
Ensure completed tickets contain clear resolution notes before closure
Identify recurring issues and raise them with the Helpdesk Manager or senior members of the team
Follow documented troubleshooting processes and contribute to the development of new support documentation
Provide basic first line support across hardware, software, and different applications packages

Training Outcome

Opportunity to progress to higher level qualifications

Skills Required

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Analytical skills
Logical
Team working
Patience
Telephone communication

Qualifications

Essential - GCSE - English - 4
Essential - GCSE - maths - 4

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday, 09:00 to 17:30.

Expected Duration: 1 Year 6 Months

Training Provider: BASINGSTOKE ITEC LIMITED

1 Freestyle It Ltd jobs in England & Wales