IT Service Desk Apprentice

This vacancy is now closed

Description

One of the UK’s leading IT support companies is looking for a hardworking and motivated individual with a passion for IT to work within their busy service desk department.

One of the UK's leading IT companies, trusted by thousands of businesses across a wide variety of industries. They are experienced specialists across all areas of technology from infrastructure to telecoms, ERP to Office 365, business intelligence to SharePoint. With 6 regional offices nationwide they provide a professional local IT service covering IT infrastructure, business software, server support & security, telecoms, broadband, virtualisation, cloud computing, data cabling and wireless systems.

Job Details:

TSG is one of the UK's leading IT companies, trusted by thousands of businesses across a wide variety of industries. With 6 regional offices nationwide, we can provide a professional local IT service covering IT infrastructure, business software, proactive support, telecoms, broadband, virtualisation, cloud computing, cabling and wireless systems.

You will be responsible of assisting with the day to day administration of the operational support tools in use by TSG supporting the delivery of SystemCare to our customers and partners. Working with TSG colleagues in all departments to make the best use of the technology to create a market leading managed service offering.

Key Responsibilities:

  • Working as part of the technical helpdesk team you will be required to respond to and resolve basic technical support queries via telephone and remote access within standard SLA’s.
  • Log, categorise and prioritise customer tickets in line with documented required standards
  • Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role
  • Where fixes are not available, escalate tickets to appropriate resolver group, ensuring ticket contains all the relevant templated information necessary to progress the ticket
  • Ensure accurate input of data for customer contact information, email addresses etc.
  • Manage customer requests for updates on open cases
  • Update customers on cases as advised by other support teams
  • Maintain customer database as requested
  • Proactively check customer contract to ensure appropriate support contract in-place
  • Ensure all calls are answered according to SLAs
  • Manage resolved queues to ensure calls are closed as appropriate
  • Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers
  • Work to First Time Fix targets and other SLAs and KPIs as set by Service Desk

Required Skills:

  • Demonstrate enthusiasm and proactively seek ways to continually improve systems and processes.
  • Show commitment to the role, and be prepared to go the extra mile
  • proactive in personal development and will maintain the appropriate level of qualifications/accreditations
  • Excellent written and verbal communication skills Excellent customer service skills
  • Commercial awareness Excellent ownership skills
  • Excellent attention to detail – due to the volume of data that will be input into
  • Autotask Ability to prioritise Logical/problem solving ability

Additional Information:

  • Salary £9500 per annum
  • Monday-Friday 9am-5.30pm

Future Career Progression:

  • 2nd line, 3rd line support progression possible following successful completion of apprenticeship

Important Information

“QA’s apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce.”

For more information about QA Apprenticeships, please visit our website. Note: This advert may close early if a suitable candidate is found before the advertised close date is reached.