IT Support Apprentice

7 days ago

Poole, Poole, United Kingdom The ITP Full time
About the Role

The ITP is recruiting for an IT Support Apprentice to join their team. This is a fantastic opportunity to kick-start your career in an industry that is constantly evolving.

The successful candidate will be part of an employee-owned business that has been operating for 33 years, providing IT and communications services. They have a diverse team composed of staff with over two decades of experience and new additions offering fresh perspectives.

The Level 3 Information Communication Technician apprenticeship programme will provide valuable first-hand experience, knowledge, skills, and qualification to drive your career forward.

The role involves receiving, logging, and managing calls from customers via telephone, email, and automated systems. The successful candidate will be responsible for troubleshooting basic network and PC issues, learning to troubleshoot basic telephony and connectivity issues, and allocating more complex service issues to 2nd line support.

Responsibilities

  • Receiving, logging, and managing calls from customers via telephone, email, and automated systems
  • Logging calls in the Service Desk Ticketing System
  • Gathering first point of contact information required to assist in troubleshooting
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • When skills and experience develop, undertake 1st time fixes for incidents logged
  • Learn to troubleshoot basic network and PC issues
  • Learn to troubleshoot basic telephony and connectivity issues
  • Allocate more complex service issues to 2nd line support
  • Maintain a high degree of customer service for all support queries

Requirements

Desired Qualities, Skills and Knowledge:

  • Great communication skills and an excellent telephone manner
  • Be great at organising yourself and your workload
  • Have some knowledge and experience of Microsoft based operating systems and applications
  • Self-motivated and enjoy working as part of a team in a fast-paced environment
  • Be willing to adapt and learn new skills and the ability to work under your own initiative

Benefits

  • Potential profit share in addition to annual salary
  • 25 days holiday plus bank holidays, with additional allowances for long service
  • Access to an established company pension scheme, health and wellness platforms, and employee rewards
  • Personal development plans, industry-recognised certifications, allocated learning time, exam budgets, and mentorship programs

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