IT Support Apprentice

EWS Digital are looking for a Technical Support Apprentice with a real passion for ensuring customer satisfaction and learning new systems to join their support team. This role is the perfect opportunity for a great team player, someone whose customer focused and self-motivated with a positive attitude and overall, looking to make their first step into the IT industry!

You will help to assist and resolve customer queries across a range of systems whilst maintaining SLA's and being responsible for creating high level reports to send to EWS Digital's important stakeholders.

You will also be reporting directly to the Manager of the Support Desk, whilst also having the chance to gain day to day mentor ships from one of EWS Digitals' senior support team.

Typical day to day responsibilities will include the following:
? Providing support to customers via telephone regarding issues with orders
? Take ownership of client incidents logged in the support desk and resolve these via troubleshooting, liaising with our development teams, and guiding the client through corrective steps.
? Get involved with the logging of service desk tickets, ensuring all the fields are completed, assigning the correct priority status to the call.
? Maintain an agreed level of contact with the customer to deliver an exceptional level of service our customers expect.
? Work to individual and team SLA?s to ensure they are met or exceeded where possible.
? Communicate verbally and in writing to customers and other internal stakeholders
? Be able to communicate at an appropriate level, especially where technical information may need to be interpreted in a non-technical way.
? Have excellent written skills being able to accurately and concisely log issues on our ticket system
? Work collaboratively with other members and where necessary being happy to make the extra effort to ensure everyone?s work is done.
? Construct and communicate customer incident and shift reports.

INDIT