Apprentice IT Service Desk Engineer

1 month ago

Mansfield, United Kingdom Blue Bull Recruitment Ltd Full time

My client is a small friendly team based near Nottingham looking for a new apprentice to join their team. This role will be office based but there is the potential for hybrid or flexible working.

Salary will depend on experience but a Basic of c£24,000 as an apprentice with brilliant future progression opportunities and support to hit these career goals

Customer support is key to any successful business and having someone who is always on the other end of the line to help goes a long way. As an apprentice IT service desk engineer, you will be the first point of contact for all telephone calls, emails, and general enquiries to our client's managed service desk.

Using tools such as their Internal Knowledge Base and working alongside other experienced members of the team, you will be troubleshooting and resolving issues before escalating them to other IT support departments or third-party suppliers, for further investigation should you be unable to resolve them.

You will carry out these works in a professional manner using technical knowledge gained from your apprenticeship or Internal training and experience.

You shall be aware that, at the time of contact, the customer may be in a critical system outage situation and calm, consultative communication is always required.

Key Areas of Responsibility

The key duties and responsibilities of this position are as follows:

  • Answer support telephone calls and emails directly from the customer and work to a target of the first-time fix rate, dependent on customer SLA of all issues.
  • Record all works within TSP ticketing systems and always adhere to TSPs Quality ethos and the documented processes and procedures.
  • Dealing with quarantined emails and anti-virus alerts from our customers.
  • Provide remote end-user training where required.
  • Communicate clearly and professionally to customer staff at all levels of technical knowledge and authority.
  • Achieve company objectives and individual targets.
  • Manage your own workload effectively.
  • Achieve operational and quality standards.
  • Carry out these works in a professional manner.

As you progress in the role and through your training, you will have the opportunity on occasions, to provide input to projects and service improvements we can implement either with the customer or the client managed service desk.

Personal Specification:

  • Confident on the telephone
  • Customer focuses
  • Team player
  • Constantly work with integrity
  • Dedicate time to excellence
  • Constantly seek to improve
  • Enjoy working as a team, listening to and empowering one another
  • Want to invest time to grow

Knowledge and Experience:

  • Base knowledge of Windows operating system
  • Some knowledge of troubleshooting desktop and server issues (desirable, not essential)
  • Base knowledge of Microsoft Office 365
  • Other skills, e.g. MAC OS X, AWS Microsoft Azure and basic network skills(desirable, not essential)

My client is an inclusive employer and welcomes applications from anyone who feels they may be suitable. If you prefer to apply via a more suitable method for your needs other than a standard application please contact us directly at Blue Bull Recruitment or submit a note with your desired method as your application

Our client will happily make any reasonable adjustments or accommodations to any candidate and they are a proud Disability Confident Committed employer

Please only apply if you can reliably attend the office in NG18 Nottingham regularly

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