IT Apprentice - Infrastructure Technician

As an IT Apprentice, you?ll be working closely with the technicians as they support existing and new customers? IT requirements. You?ll have a keen interest in IT and must be able to work as part of a busy support team. Working closely with other departments you will need to build relationships with both internal and external customers.
The company work to strict Service Level Agreements (SLAs) with their customers and you?ll be responsible, after training, for the quality of information logged into the Call Management system. You will be expected to accurately log support tickets into the Call Management system in a timely manner.
Specific duties will include (but aren?t limited to):
? the timely and accurate logging of customer issues into the Call Management system, from both phone calls and incoming emails;
? using the formal call logging system in place, and be responsible for the quality of the information recorded ? to be able to produce clear descriptions relating to user problems that ensure timely and efficient solutions;
? recognising when a call is urgent and escalate accordingly ;
? carrying out configuration and testing of new kit prior to install at customer site;
? the ability to work as part of a team, whilst remaining self-motivated in managing your own workload;
? the ability to demonstrate an excellent customer service focus when dealing with clients.
There will be plenty of opportunity for you to develop the role so that, in time, you become the first point of contact for all incoming issues to the Help Desk ? freeing up the First and Second Line technicians to concentrate on the resolution of issues to meet agreed SLAs.
This role is based in a special needs school across three sites, so a driving license and your own transport would be an advantage. The role will require a check on the Disclosure Barring Service (DBS) due to the working environment

Salary is Apprentice National Minimum Wage of ?4.30 ph for the first 12 months of the apprenticeship.