Service Desk Agent Apprentice

4 weeks ago

Tyne and Wear, United Kingdom QA Apprenticeships Full time

**Employer description**:
We provide award winning IT Support, with a 98% client retention rate over 15 years of operation.

Formed in 2006, ITC Service has an outstanding customer retention rate. Companies who use us for the first time keep on using us, year after year. What do we stand for at ITC? Integrity, Trust & Communication.

**Overview**:
You will have the opportunity to gain valuable skills, knowledge and experience as you complete an IT systems and networking - Azure Cloud Support Specialist - Level 3 Apprenticeship.

**Duties will include**:

- Troubleshoot and fix various hardware items in the workshop and over the telephone
- Update each ticket in Autotask with full and comprehensive notes of all actions taken
- Keep the workshop area clean and tidy, free from cardboard and other waste
- Escalate relevant incidents to the support teams and account managers
- Follow technical instruction and policy within the department

**Key objectives of the role**:

- Support with Microsoft Windows 7, 8 & 10 Desktop Devices
- Support the wide range of hardware and peripheral devices within the customer’s estate
- Troubleshoot, fact find and resolve issues brought into the workshops
- Manage and update the call queue with within agreed targets
- Carry out other activities as required by the service and post

**What we are looking for**:
**Experience with / knowledge of**:

- Microsoft Windows 7, 8 & 10 Desktop Devices
- Supporting a wide range of hardware and peripheral devices
- Supporting Apple products
- A helpdesk environment
- Connectwise software to manage tickets and workload

**Skills and qualities**:

- To have excellent communication skills with customers & peers
- To be self-motivated and able to manage your own workload

**Entry requirements**:

- GCSE Maths and English (or equivalents) at grades 3+ (D or above)

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

**Find out more here**:
**Future prospects**:
With our career progression pathways, you can take your learning as far as you want - all the way from a Level 3 apprenticeship to a Bachelor or Masters degree, completely debt-free.

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

**Important information**:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

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