IT Software Support Analyst Apprentice

As a successful Apprentice working with Point Four, you'll be responsible for providing excellent customer service and timely resolutions to all customer incidents on a wide range of bespoke software packages. You'll manage software and hardware incidents though evaluation, investigation and resolution management to ensure a quality of service is provided by Point Four at all times.

You'll be tasked with providing support to achieve Incident and Problem resolutions or escalation
Have to ensure customer issues are addressed promptly and within internal SLA's
You will support a wise range of bespoke software packages, as well as various operating systems and networks.
Deliver customer satisfaction through account management and provide excellent customer service with a pro-active approach.
You'll maintain and manage accurate data, files and records

Overall, your main role will include:

Providing 1st Line Support to the Point Four customer base
Meet deadlines with frequent changing workloads
Identify and recommend improvements to processes in order to further streamline the support function
Maintain contact with customers via the phone, email and remote contact.
Serve as a part of the Service Desk and Customer Champion Team within the services department.

INDIT