IT Support Apprenticeship (Level 3)

ICT Support Technician Apprenticeship £13,000 p.a. NG11 7EP 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 through evaluation, investigation and resolution management to ensure a quality of service is provided by Point Four at all times. Overall, your main duties will include: - Providing 1st Line Support to the Point Four customer base - Providing support to achieve incident and problem resolutions or escalation - 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 - Have to ensure customer issues are addressed promptly and within internal SLA's - Serve as a part of the Service Desk and Customer Champion Team within the services department - You will support a wide 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 proactive approach - You'll maintain and manage accurate data, files and records