IT Support Specialist Apprentice
2 days ago
We are seeking a highly motivated IT Support Specialist Apprentice to join our team in the UK. As an IT Support Specialist Apprentice, you will be responsible for providing exceptional technical support to our customers, working on incidents and service requests using the Service Desk tool (Service Now).
About the RoleAs an IT Support Specialist Apprentice, you will work as part of the UK Service Desk Team, covering IT support to all UK business users. Your primary responsibilities will include answering calls and chats within SLA response times, end-to-end call management of incidents, and assisting with user service requests.
Key Responsibilities- Answering Calls and Chats: Respond to customer inquiries in a timely and professional manner, ensuring that all issues are resolved to their satisfaction.
- Incident Management: Work on incidents from start to finish, logging, troubleshooting, diagnosing, and resolving them to the satisfaction of the customer and in line with SLA requirements.
- User Service Requests: Assist users with service requests, either by logging them on their behalf or providing guidance around our service catalogue, and manage requests until resolution.
- Recording Incident Details: Accurately record all incident details and troubleshooting activity into the Service Desk tool (Service Now).
- Root Cause Analysis and Troubleshooting: Assist in the provision of root cause analysis and troubleshooting, ensuring that all data is accurate and up-to-date where applicable.
- First Time Fix Rate: Provide a high level of first-time fix rate for all incidents, escalating to the next level of management or technical support when necessary.
- Regular Updates: Ensure regular updates are provided to the customer until incidents are resolved.
- Ad-hoc Duties: Perform other ad-hoc duties as required to support the Service Desk operation.
Our company uses technology for the nation's benefit, developing world-leading capabilities that help our customers think smarter and act faster. We cover all key business sectors, including aerospace, defence, digital security, and space. We offer a unique opportunity to start your IT career with a global leader in new technologies.
Benefits- Competitive Salary: Our salary range for this position is £23,795.20 per annum, plus benefits.
- Opportunity to Develop Skills: As an IT Support Specialist Apprentice, you will have the opportunity to develop your skills in technical support, problem-solving, and communication.
- Collaborative Work Environment: You will be part of a collaborative and supportive team environment, working together to deliver excellent customer service.
- Possible Career Advancement: This role provides a clear path for career advancement, with opportunities to move into senior roles within the company.
- Excellent Customer Service Skills: Demonstrated ability to provide exceptional customer service, with a focus on resolving issues efficiently and effectively.
- Logical Thinking and Problem-Solving Skills: Strong logical thinking and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
- Organizational Skills: Excellent organizational skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.
- Methodical Approach to Problem-Solving: Possesses a methodical approach to problem-solving, with a focus on identifying root causes and developing effective solutions.
- Enthusiasm for Information Technology: Has a genuine enthusiasm for information technology and a desire to learn and grow in this field.
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