IT Helpdesk Apprentice

**About the employer:**
QA are working with a St Helens based IT Company to deliver on attracting and training the future of their IT Helpdesk.

Sentis Managed Solutions place a high value on having people in our team who are as passionate about our customers and the service we provide to them as we are. Every member of the team has an important role to play in our continued success and growth.

**Overview**:
The IT Helpdesk Apprentice will learn skills to help them provide consistently great customer service as well as related IT skills.

**Main Responsibilities & Accountabilities:**
During the first 12 months of the apprenticeship program, our apprentice can expect to learn about and/or undertake duties related to the below:
(These are examples of the types of activities, there may be others relevant to the role):

- Ticket queue management, triaging/prioritising (customer support enquiries)
- Following ITIL protocols
- PC Builds
- New Starter administration
- Building understanding of type of customer issues and the support required.

The apprentice will also be undertaking their apprenticeship programme work alongside this.

Towards the last part of your apprenticeship contract, assuming that progress has been as expected, our apprentice should be moving towards being able to undertake the Service Desk Analyst (1st Line role).

To do this there is an expectation they will be demonstrating passion for excellent customer service and for developing their technical and behavioral skills appropriate to the role.

**Responsibilities of a 1st line role may include, but are not limited to:**
- 1st line technical support via service desk
- Resolving customer issues within service level guidelines (SLA)
- Gathering relevant information from initial call/contact to ensure most efficient troubleshooting
- Managing internal escalations in a timely manner
- Willingness to be involved with projects at customer sites when appropriate (for development)
- Having an understanding of how customer back-ups work and of back up strategies
- Following internal procedures
- Ensuring clear, timely and professional communication, both internally and with the customer

**What we are looking for / Skills & behaviours important to us**:
**Strong communication skills**(Verbal and written)
Professional, Polite and cheerful approach both internally and externally
**Customer Service**
Demonstrate understanding of an taking responsibility for giving an excellent customer service.
**Attention to Detail/Accuracy**
Concentrate and work hard to ensure work undertaken is accurate and in line with company procedures
**Team Working**
Work effectively with others to ensure excellent customer service

**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:**

**Working Requirements**:

- A flexible working attitude is required.
- The role is based on**37.5 hours per week.**:
**Benefits include**:

- 33 days holiday entitlement (includes public holiday and is 5 days more than statutory minimum)

**Future prospects**:
By the end of the apprenticeship it is hoped that the apprentice will have the skills to undertake a 1st line service desk role.

**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.