Detailed Job Description
Level 3 Estio IT Apprenticeships
IT Helpdesk Apprentice
Please contact – email@example.com or call 01422 898 888 If you are aged 16 – 18, have 5 GCSE’s at grades A*- C or equivalent (including English Language and Maths), and would love to work in IT, then you can apply for an Estio Apprenticeship. Estio Training has an exciting new opportunity for an IT Support Apprentice to join the team at SG Gaming. SG Gaming is a leading gaming provider operating more than 18,000 machines and systems in over 4000 venues worldwide including the UK, Europe, Latin America and the Caribbean. Part of US lotteries giant Scientific Games, and sister company to Games Media, the leading supplier of digital gaming and entertainment in UK pubs. The Global Draw was established in the late 1990’s, and pioneered the introduction of Fixed Odd Betting Terminals to the UK’s Licensed Betting Offices. SG Gaming operate across the LBO, arcades, bingo, interactive and international channels, and there specialist teams have the experience and expertise to provide the most appropriate and most profitable choice for our clients, whether independent businesses or major chains. DUTIES AND RESPONSIBILITIES: Job Summary - The main duties of this role are to act as the first point of contact for fault reporting and fault resolution so as to restore service as quickly as possible. Overall responsibilities and accountabilities include answering service calls, logging faults onto the database in a timely manner and communicating any problems to senior team members. This role also involves effective customer complaint escalation and ensuring the customer is communicated to within specified timeframes with progress updates. To work as part of a Customer Services Team, answering our business clients` calls and logging them onto the Astea Call Management System..To take responsibility for all first line calls assigned, and follow them through to resolution.To maintain our clients SLA agreements with Customers.To liaise with other members of the team and communicate issues and escalations to Senior Team Members.To make outgoing courtesy calls regarding any new software updates and installations etc., as and when required.To liaise with I.T. and other Departments when necessary, to resolve customer queries.To present yourself in a professional manner and maintain good relationships with clients and other staff members at all times.Provide and respond to internal and external requests in a professional manner demonstrating exceptional customer service in alignment with KPI’s and SLA’s.Comply and adhere to set processes and procedures.Effectively liaise with internal and external teams through to being effective trouble shooting with a solution orientated focus.SG Gaming is a developing environment and the post holder will therefore be expected to undertake other appropriate duties as required.Respect and adhere to confidentiality in all areas relating to SG Gaming and employees.Adhere to health & safety requirements through to maintaining a safe and clean working environment.