Service Desk Apprentice
6 months ago
**Role**:Service Desk Apprentice
**Location**: Milton Keynes
**About Us**:
As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK.
**Position Overview**:
Meet customer requirements efficiently and strive to resolve client user issues by delivering the right solutions first time, on time, every time. Identification of recurring issues and trends. Problem ownership with clear, concise customer communication whilst managing expectations. Mentor and support colleagues through knowledge sharing and practical guidance.
**Responsibilities**:
- Answering inbound calls within an agreed answer time (9 seconds)
- Log all customer issues, queries, and requests into the ticket management system.
- Provide server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of the first-time fix.
- To action Hardware configurations and software installations.
- Manage and work to internal and customer SLA’s, escalating any concerns.
- Create and maintain customer-specific infrastructure documentation.
- End to end ownership of problem resolution.
- Managing client expectations through clear communications.
- Undertake all other reasonable requests.
- Ascertain a college qualification
**Qualifications & Experience**:
- Able to communicate verbally and in writing to both technical and non-technical audiences. (Desirable)
- Able to manage to change workload and priorities. (Desirable)
- Able to work both within a team and to use own initiative. (Desirable).
- ITIL Foundation (Desirable)
Click here to explore our company benefits.
**Our Selection Process**:
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