IT Support Analyst Apprentice

Digital Service Support Technician Apprenticeship - Level 3
MAM Software (KCS)
?16,000 p.a.
S75 3DP

Roles/Responsibilities:

? To ensure all incoming incidents are responded to promptly. Maintaining a confident and professional approach to all communications.
? To efficiently identify the caller and accurately assess their needs or requirements and nature of the incident, following specific procedures based upon that assessment.
? To accurately identify and agree with the customer the severity of the incident allowing effective workload prioritisation to take place. Setting correct customer expectations.
? To ensure sufficient information is gathered and recorded as a new log on the Support System. The information should be an accurate and complete statement of the customer?s incident together with any actions taken or advice given.
? To take initial responsibility for the log and attempt to provide a solution using personal knowledge, colleague?s knowledge, and available knowledge bases.
? Ensuring customers are kept informed on the progress of any open logs for which you have responsibility.
? Where no immediate solution can be found, correct and prompt escalation based on current procedures. Communicate escalation to customer.

Benefits:

? Annual bonus
? 20 days holiday + 8 bank holidays
? Quarterly MAD (Make a Difference) awards