Job Title : IT Software Support Analyst Apprentice
Employer : Decision Vision (Point Four EPoS Solutions)
Location : Nottingham, Nottinghamshire, NG11 7EP
Position Type : Apprenticeship
Apprenticeship : Digital Support Technician
Sector : IT
Vacancy Reference : VAC-05712
Brief Description : Remit Group are recruiting on the behalf of Point Four, a group of specialists in Retail IT who, provide Electronic Point of Sales solutions to a number of clients. They're on the lookout for a technically minded individual to join their IT Services team!
Qualifications Required : You should have a minimum of 5 GCSE Grades (C and above) or equivalents, including Maths and English.
Vacancy Detail : 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.
Positions Available : 1
Working Week : Monday to Friday 9:00am till 5:30pm
Salary : Apprenticeship Minimum Wage
Application Deadline Date : 04/02/2021
Possible Start Date : 08/02/2021
Personal Qualities : Putting Customers First – Understands the value of profitable and loyal customers. Listens to and understands customers’ needs. Delivers outstanding customer service.
Performing Through our People –Values and adapts to different cultures.
Delivering Results – Can do attitude, delivers and drives to win. Focused, manages own time and resources effectively.
Managing a Changing Environment – Analytical, simplifies complex issues. Thinks laterally and creatively. Displays sound judgement, solves problems.
Making a Personal Difference – Positive and courageous. Open, trustworthy and trusting. Resilient, takes personal responsibility. Curious, seeks opportunities to learn.
Communication – Communicates with enthusiasm and clarity. Inspires and in stills confidence
Teamwork – Works cooperatively and effectively with others to achieve goals, resolve issues and enhance effectiveness.
Skills Required : Possesses excellent objection handling techniques when dealing with issues or barriers from both internal and external customers.
Demonstrate broad and in-depth technical knowledge of various software products and methodologies
Excellent verbal and written communications
Experience of communicating at all levels
Demonstrate sound technical and business awareness & understanding
Future Prospects : After successful completion of the Level 3 Apprenticeship, there is the potential for the Apprentice to stay with the company long-term after completing the qualification
Training to be Provided : The Infrastructure Technician Apprenticeship will enable you to gain the relevant knowledge, skills and behaviors to provide first or second line support to internal and external customers and stakeholders to help them be productive when using technology. By the end of the programme, you will be able to set people up on their IT systems and provide support when needed, rectifying issues to maintain colleagues’ and the organisation’s productivity. Job roles include help desk technician, first or second line IT support roles or Network support roles.
As a result, you will receive the following qualification:
Infrastructure Technician (Standard) Level 3
Functional Skills in English and Maths (if required)
MTA Network Fundamentals/CompTIA A+/ CompTIA Network+ professional qualification (Choose one option)
Other Information : How will you travel to the location?
This is an advanced Level 3 qualification, so some self-study may be required.
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