IT Apprenticeship

If you're an aspiring IT Technician then we have the perfect role for you

Baltic Apprenticeships are recruiting on behalf of our client in the Sheffield area, they are on the look out for an IT Apprentice to join their rapidly growing team Offering a brilliant £16,000-£20,000 salary, free eye care, an additional holiday for each year of service and much more. This is an opportunity you don't want to miss out on

As an apprentice you will be fully immersed in all aspects of IT and take on tasks such as; processing incoming tickets via the customer portal and telephone, managing the ticketing system,, assisting with ticket reviews to improve quality of service, and much more. Throughout your apprenticeship you will be supported by the wider IT team as well as a specialist coach from Baltic Apprenticeships, to give you access to industry expert knowledge throughout your journey

In this role, you’ll work towards your Level 3 Information Communications Technician delivered by our expert training team at Baltic Apprenticeships.

**A Typical Day in the Job**:

- Process incoming tickets via the customer portal or telephone in an appropriate & efficient manner
- Ticket management following agreed process
- Escalate repeat calls, customer dissatisfaction or excessive repeat calls to Senior Management Team
- Ensure all SLA deadlines are reviewed regularly to reduce breaching across response and resolution SLA's
- Assist with ticket reviews to improve quality of service
- Monitoring of the escalation mailbox, notifying the Management team or Level 2's of any escalations which need attention
- Create relevant knowledge base articles and amend when necessary
- Basic troubleshooting of incidents logged via the service desk

Full training and support will be provided by your workplace mentor and from the Baltic team.

**Salary, Hours** **&** **Benefits**:

- £16,000-£20,000 per annum
- Monday to Friday either 8:30am-4:30pm or 2:30pm to 11pm, shift pattern will rotate each week
- 20 days annual leave plus Bank Holidays
- Additional holiday for each year of service
- Pension scheme
- Cycle to work scheme
- Free eyecare

**Desired Qualities, Skills and Knowledge**:

- Passionate about IT
- Enthusiastic and willing to learn
- Ability to work as part of a team and independently
- Excellent communication skills
- Grade 4 in GCSE Maths and Grade 5 in GCSE English

**Your Training with Baltic**:
This apprenticeship provides the skills, qualification and experience you need to immerse yourself within an exciting, fast-moving industry and become an effective IT Technician.

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**Next Steps**:
**Eligibility Criteria**:
**Vacancy Information**: Location
- Sheffield

Postcode
- S1 2BX

Programme
- ICT Support Technician - Level 3

Salary
- £16,000.00

Reference
- J-010218